A Big Candy Casino - Player's withdrawal is delayed.

Hello, Despite daily contact with support chat and being told numerous times that the request is being escalated.Its now almost one month since my first withdrawal request without any progress

Hello Vares,

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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, Thank you for the swift reply. Ive been playing at this casino for about two months now and this is my first withdrawal request.My account ,indeed, is fully verified and I'm pretty sure a bonus was used.Support chat has been continuously telling me that I've looked at your account and I noticed your payout is indeed delayed.

Also telling me that they're escalating the situation and not to worry that this will be taken care off. The majority of my emails, especially recent ones have been ignored.

Thank you Vares for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

 Hello Vares,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite A Big Candy Casino to join the conversation and participate in the resolution of this complaint.

Dear A Big Candy Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Hi Tomas,

Thanks for the reply.Nothing has changed.Ive emailed the payments department and had countless talks with support chat daily with no end in sight.No one is responding to my emails.

Any help on your part would be great.

Kind regards

Walter

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 Vares,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved.

Thanks for your patience.

Hi Thomas,

I did get a response to my email today.Not very reassuring nothing i haven't heard before.No solution to the problem.Ive attached a screenshot of the email.

Thanks for the feedback

Regards

Walter

Hello Vares,

I've been informed by the casino representative that you should receive the payment within 48 hours. Could you please let us know once the payment arrives so that we can consider the case resolved? Thank you.

Hi Thomas, Just received payment via Bitcoin.Thankyou so much for all your help

Kind regards

Walter

Dear Vares,

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,

Tomas

Casino.Guru