The player from Australia had been waiting for a withdrawal for two weeks. Despite being a verified user and contacting the casino daily, the casino provided her with generic responses or ended the chat. The player was not able to use the bonus options emailed to her. After communicating with the casino, we found that the delay had been due to the need for the player to update her bank details, which the casino had failed to communicate to her. The casino had then asked her to wait another 10 business days for the withdrawal. We had extended the time for the casino to respond to the complaint. We had asked the player for confirmation if the issue was resolved, but the player became unresponsive. Despite extending the time for response by 7 days, the player failed to respond to our messages and questions. As a result, we were unable to further investigate and had to reject the complaint.
A Big Candy Casino - Player's withdrawal is delayed.
Amount: A$1,150
A Big Candy Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Hi I’m a single mum not a expert master like they label me so I can’t use any bonus options that the email me about I have not used a bonus or free spins and every day I have to contact them they say the same thing that they will escalate look into reviewing it wait 2 days and nothing . They either end the chat on me or just give me a generic response I am also verified . 
Dear Sassy85,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with A Big Candy Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Can you please provide more details regarding the email you received from the casino? Could you please send me the email to my email address: veronika.l@casino.guru?
Also, can you confirm if you used any bonus codes or activated any free no-deposit bonuses?
Lastly, have you made any deposits into this casino previously?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hi thank you so much for following this up I’ve sent you the emails of the offers sent that they won’t let me use. Also I have attached the transactions made and shows the coupon has been denied. The only bonus used was after the funds were won and withdraw request and you get 7 days of free spins after a deposit is made the screen shots show this how ever I only got $6.25 each time and the next day I did a $30 deposit and the account had zero bonus left from the previous night . I hope this helps .
Sorry to confirm no bonus was used when each deposit was made as I don’t like wagering
Thank you very much, Sassy85, 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 Sassy85,
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
Since I have told them I am contacting you guys and asked for a manager they have told me to update my bank details. The 10 agents before this advised me that they were all updates and nothing more needs to be done. Unlike other casinos of all the information is not there then they send the withdrawal back to your balance promoting you contact them . Why this has sat there for nearly a month and not one agent could let me know after I even asked them is beyond frustrating. I have sent them the details so now another 10 business days however not one agent could tell me if I was approved when their website states this will happen in 5 to 10 business days . So I believe contacting you guys is the only reason why this is moving forward. So frustrating contacting them every day when i don’t have the time to be stuck in chat. Fingers crossed I get the funds soon but I am not holding my breath. Thanks casino guru I appreciate the help
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.
Still waiting on funds to hit my account we are on day 6 of the 5-10 days timeframe they have given me
Dear Sassy85,
I'm reaching out to inquire whether the casino team has contacted you or, ideally, if you have received your withdrawal.
I haven't received any information from the casino team about this.
Dear Sassy85,
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 Sassy85,
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.
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
