A Big Candy Casino - Player’s Bitcoin withdrawal delayed.

I have.

Been awaiting my withdrawal now for 2 weeks. When on many of the partner websites, it states 24 to 48 hour Bitcoin withdrawals, which I have also brought up with the casino itself and let them know they need to make sure that that has been resolved so that players can make A. Informed decision on wher They would like to play and it has now my withdrawal has been approved so there is absolutely no reason why I should still be sitting here 4 days after being approved with no payment still being made to me and I've emailed them and tried to speak with their online chat. And have received no response. Whatsoevfrom my emails to the payments department? And in my last email to them, I expressed to them all of this and that I would also be forced to file a complaint if I did not either receive a sufficient response as to why an approv withdrawal has still not been paid out. Or payment being made and neither has occurred so I am now filing this complaint so that I may finally receive my payment.

Thank you

Ashley ****

Dear ashrenea08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

I apologize for the delay in my response but to answer your questions I have not specifically from this particular casino but I have from there sister sites such as slots of paradise and heaps O Wins and velvet spins and at lots of paradise I waited probably a total of a week and a half and once they had approved the withdrawal they had sent it to me the same time it was approved now at this one they approved it already and it's just been sitting for I think today would be the fifth day so yes I've completed the kyc a long time ago so that's not the issue and it's literally just sitting there waiting to be sent that's it and it's a Bitcoin withdrawal at that and again I reiterate it's already been approved by the casino to be paid out so it's ridiculous and makes no sense for them to have not sent it once approved and I just keep getting kind of the appeal answers from them and I inform them yesterday that if I didn't receive it by yesterday that I would be doing this complaint so they are aware of that also and I also have all of those conversations and emails if you need those for any reason and also yes it was with a bonus but as I said that's not the issue either because like I said it's already been approved and they are just literally sitting on it for no reason. I appreciate your help with this and hopefully can get this resolved asap. Have a blessed day and I will look forward to hearing back

Respectfully,

Ashley *****

Thank you very much, ashrenea08, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ashrenea08,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite A Big Candy Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ashrenea08, I have received a response from the casino stating that your withdrawal was paid on May 20th and should be in your account by now. Could you please confirm if this is accurate and if the issue has been resolved?

Dear ashrenea08,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.