The player from the US had a delayed withdrawal request from over a month ago. The withdrawal, which included winnings and a verification deposit, did not exceed the maximum cash-out limit set by the casino. The player's account was also verified. The casino team had repeatedly assured the player that the delay was due to a backlog in withdrawal requests. The Complaints Team had intervened and contacted the casino, which resulted in part of the player's winnings being paid out. However, the player had expressed dissatisfaction over a perceived shortfall in the payout. The Complaints Team then clarified that the player's deposit had been returned to the casino account and was available for play or withdrawal after a 1x playthrough. The player did not respond further, leading to the complaint being rejected due to lack of response.
A Big Candy Casino - Player's withdrawal has been delayed.
Amount: $150
A Big Candy Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Requested withdrawal 10/08/23 it’s been over a month and is still pending and has not been reviewed I reached the wager amount and made my verification deposit I deposited btc and my id has been verified my withdraw request does not exceed maximum Cashout of 100$ per terms I requested 150$ the 100$ I won plus my 50$ verification deposit
Dear mattj4132,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Have you redeemed any free bonuses from this casino previously?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
The only thing they tell me is sorry and the delay is due to so withdrawal requests the review team is doing there best but all they can do is leave a message for the review team of the delay but rest assure me that it will be resolved and I’ve heard the same story every time which is probably close to 30 attempts and nothing ever changes still pending
this is the answer I get every timeThank you very much, mattj4132, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear mattj4132,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite A Big Candy Casino to join the conversation.
Dear A Big Candy Casino,
Can you please provide more information on why the player's withdrawal is so delayed? When will the player's withdrawal be processed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Dear mattj4132,
I guess I have good news for you. I have been informed by the Big Candy Casino team that your winnings have been paid to your BTC wallet. Can you please confirm that?
only 67$ of it was but I guess that’s better than nothing thank you for all your help
Dear mattj4132,
The casino team informed me like this:
Can you please post the transaction hash to check that?
Dear mattj4132,
After checking the transaction, it looks like everything is OK. The casino has paid you your withdrawal, as can be seen here...
Your deposit of 50 AUD was most likely used as a "payment method verification deposit," and it was credited back to your casino account. Once you log in to your casino account, you are free to play with it, and after 1x playthrough, you can withdraw it if you wish.
I hope the situation has been clarified. Can I assist you with anything else, or can we consider your complaint to be resolved?
Dear mattj4132,
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.
You would think as long as took and clearly the casinos issue that they would at least make it right and not short people
Dear mattj4132,
Can you please explain what you mean by $30 short? You have received the 100AUD which was the maximum cash-out from the bonus and your 50AUD deposit was still in your casino account, so what makes you think you are $30 short?
Dear mattj4132,
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.
Dear mattj4132,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
