A Big Candy Casino - Player’s winnings were unjustly confiscated.

I am writing to express my extreme dissatisfaction and disappointment with the recent handling of my account.

Despite meeting all playthrough requirements and winning $500 through a promotion, my winnings were unjustly deducted. I have attached screenshots as evidence to support my claim.

To add insult to injury, when I contacted customer service, I was met with extreme rudeness and a false explanation that my winnings were denied due to "multiple bonuses claimed." This is simply not true, as the casino's system does not allow for multiple active bonuses. Any bonus approvals were solely the result of the casino's own actions.

The actions taken by Big Candy have been a clear violation of my rights as a customer. The $500 I won was mine, fair and square. I ask that the casino please honor my winnings.

You can see in the transaction history that if any other bonuses were attempted to be claimed they were denied due to an active bonus. You can see where I claimed the $50 free chip. You can see where there was a $281.10 reversal after I met my playthrough. Making anything from that point forward mine to play with. I made a $42 deposit in order to be able to withdraw my winnings and upon making my deposit A big candy redeemed a promotion with my deposit causing me to think I could still play with no max cash out per the active promotion.

I urge Big Candy to take immediate action to rectify this situation and demonstrate a commitment to fairness and transparency.

** It's not allowing me to upload my screenshots so If there is a way I can send it to you by email please let me know.

Hello Dinzilla100,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with A Big Candy Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Which bonus did you use to accumulate your winnings? When was the last time you spoke to the casino and what was it about? Please forward the mentioned evidence to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Yes my account has been verified I attached screen shots that specify exact date and time. Also sent screen shots of my transactions also including the screen shots of the conversations btw customer care and myself. The fact that I have not recieved my money is ridiculous. I was kind of expecting this situation to get resolved by now. This has really made me question the integrity of online casinos all together. It seem that they don't mind receiving donations at all, but when it comes time to hold up their end of the bargin and pay out to a few lucky winners they make any excuse that they can dream up to disqualify the players and not pay up even though they have done your playthrough and jumped through all the other little hoops you have in place to make it even more difficult to get payed out. BIG CANDY CASINO, it's only 500 dollars. How about you you do the right thing and pay up. THANKS JoeM.

Hello Dinzilla100,

Do I understand it correctly based from the screenshots that you have used a bonus with your deposit which was meant to make the withdrawal available? Can you please specify the timeline with each bonus (when did you claim it and when did you finish the wagering), deposits and reversals?

Yes. It's all In a matter of a day. Jun 27 to Jun 28. Any bonus redeemed the playthrough was met the reversal was deducted. Anything after that was what I won. I was told after I made my $511 withdrawal request I could continue to play and make deposits. Somewhere down the line this all got confusing but I know I didn't do anything wrong or break the rules. You can clearly see on the screenshots that I met every play through and reversal. I never tried to claim extra money that was given by promotion; just my winnings after the playthrough was met. You can also see that only one bonus or promotion can be claimed at a time. So if there was any promotion or bonus added it was because they approved it or the system wouldn't have allowed a promotion on top of a promotion.

Thank you Dinzilla100 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

Hello there,

Thank you Dinzilla100 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask A Big Candy Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi Peter,

Thank you for your help on trying to resolve this.,. Is there any update by any chance... Also what happens if they don't respond? Can you explain how this process works to me please...

Thank you,

Joe M

Dear Dinzilla100, the process is quite simple: Once your complaint is designated to a complaint resolver from the first response team, I contact the casino representative to help us resolve this case. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply.

The casino representative has responded to my inquiries and has clarified the situation. According to the casino representative, your winnings were denied due to a fund mixing violation, which has already been explained to you. After examining the case, the casino team denied your winnings and reimbursed your deposit on July 1st so you could play again by the rules. While we recommend casinos separate funds into real and bonus funds to prevent situations like these however it can't be always achieved due to technical limitations. With this in mind, there is not much I can do to assist in this case and would like to verify that you have received your deposits back.

Thank you in advance!

Dear Dinzilla100,

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.

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.

Kind regards,

Peter