The player from Australia had requested a withdrawal for $1000.58 on 1/02/2024, which had been approved on 6/02/2024. Despite being told that it would take 7-10 business days, he had not received his funds. He had provided evidence of non-receipt and highlighted inconsistencies in the casino's responses. We had facilitated communication between the player and the casino. Eventually, the player had received $944, less than the requested amount due to a $20 fee. Despite the discrepancy, the player had considered the issue resolved, and we had marked the complaint as 'resolved' in our system.
A Big Candy Casino - Player's withdrawal has been delayed.
Amount: A$1,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
so I made a withdrawal on the 1/02/2024 for the total amount being $1000.58 and it got approved on the 6/02/2024 and I got told it’ll take 7-10 business days and it’s been longer then that timeframe and I’ve been talking to live chats for days and they keep reassuring me that’s it’s coming and still nothing.
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8 months ago
Dear dinobrown,
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
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8 months ago
I have emailed the fiance team, providing them with my bank statment proving i have not recieved the funds yet.
2 photos below one is my bank statment showing i have not recieved the funds and the other photo is from the 02/02/2024 from the finance team saying it will be sent to the following bank account ending in #8719
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8 months ago
now the email doesn’t work and can’t contact them, how good is this! How can this be fixed man I just want my money
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8 months ago
I’ve received emails from the casino saying be patience and be patience there is delays and will be coming in the next couple of days which is complete lies, how long is this gonna take it’s ridiculous
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8 months ago
These are the responses I have received, 2 different answers
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8 months ago
Thank you very much, dinobrown, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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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8 months ago
Dear dinobrown,
What exactly was that $20 fee for? Do you consider the withdrawal completed?
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8 months ago
Dear dinobrown,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal, Casino.Guru
