The player from New York, who had played in the casino, had requested a withdrawal of $4000. Despite being reassured by the casino that the funds would be sent, one month later the player found the funds had been wiped out and the casino claimed they had mixed up the funds. The player had reached out to us for assistance. After a thorough review of the evidence provided by both parties, we found that the player had indeed mixed her funds, which was against the casino's policy. Due to this, we were unable to assist the player in recovering her winnings. The complaint was subsequently rejected.
A Big Candy Casino - Player's winnings were confiscated.
Amount: A$4,000
A Big Candy Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Hello, my name is Iozzo *** ***, I played at an online casino located in Australia, the name of the casino is www.abigcandy.com, I won $4000 with them on March 31st, I chatted with them and they told me that everything is ok and that the money will reach my bank account in the shortest time, and on April 30 the funds were deleted. I contacted them on chat and they told me that I mixed up the funds and that the money will no longer reach me. But I have not made another deposit or withdrawal during this period. It is a big SCAM not to play at this casino.
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2 months ago
Dear IozzoMaryHelen,
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.
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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2 months ago
Hi Kristina, Thanks for helping me get my money back. I have made many deposits at this casino. Now I won $4000 and they found a problem not to pay the money won. They claim I commingled the funds. Let me tell you from the beginning where it is said to be a problem. On March 28, 12:02 p.m
Rewards Club deposit approved $10.00, this is a casino bonus, which I played on the same day. I made a deposit on March 31, 04:12 $39.00, at the time I made the deposit my account balance was $0.26. The casino says you must have less than $5 to avoid commingling funds. I played on the same day as the deposit, made the $5700 rollover required by the casino and won $4000, which I withdrew on the same day, March 31st. I have been talking to them for 1 month and they said that due to the massive withdrawals they had, my payment will be delayed, but everything is fine and the money will go to your account. On April 30th at 06:02 they refused my withdrawal on the grounds that I mixed up the funds.
Best regards,
Iozzo
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2 months ago
Thank you very much, IozzoMaryHelen, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 months ago
Hi Iozzo,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite A Big Candy Casino to the conversation to participate in the resolution of this complaint.
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2 months ago
Hi Peter,
Yes it's alright. So maybe they will realize the mistake they made. I saved all the deposits and the balance I had for each deposit. They have no way to say that there was that $10 in the account 2 days before making a deposit and then withdrawal.
Thank you very much
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1 month ago
Hi Iozzo,
I'm discussing the issue with a casino rep by email. I received some evidence but I have more questions. I will keep you updated.
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1 month ago
Hi Iozzo,
I reviewed the evidence from the casino and the data suggests that the funds were indeed mixed. According to the data the rewards club deposit was still on your balance when you made the deposit of $39. The sum of your balance after this deposit was as follows: $0,17 balance remained from previous play + $10 of Rewards Club + $39 deposit + bonus and spins (400% is $156 + $12.5 value of spins which is shown above) which is a total of $217.67. If this is the case, I'm afraid I won't be able to help you.
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1 month ago
Dear Iozzo,
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
