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

I put in a withdrawal request on the 6th may , it’s now the 21st and it’s still not been reviewed, they are responding to emails but I’m getting messages stating they are behind etc , they said they left a note with the payment team. It states 7-10 business days in their terms and conditions which has now passed.

this is the second time winning with them , the first was a long and drawn out process but they did pay , this time they are resisting it as it’s a bigger amount, I’m not sure what else I can do , I’m verified and there’s no reason for them to delay review.

Hello hayleystar1,

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

Hi

my account is verified, has been since March , this is my second withdrawal with them , I won the money using a match up bonus 240% and I deposited $40 which I played through and then could withdraw. Last response was yesterday saying they ‘hope’ my withdrawal gets looked at soon and the delay is due to too many withdrawal requests . I did quote it clearly states in their terms and conditions 7-10 business days which has now lapsed.

Thank you hayleystar1 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear hayleystar1,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite A Big Candy Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

One transaction for 2500 has been approved but hasn’t been paid yet , I will update when all of it is in my bank

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru

Dear hayleystar1,

We've received information from the casino indicating that your withdrawals were approved and sent for payment on May 27th and 28th. The funds should be in your account now. Could you please confirm that this is true and that the matter has been resolved?

Thank you

Dear hayleystar1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.