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

Greetings,

I humbly reach out to you today seeking your esteemed assistance regarding a matter of concern. Recently, I experienced a delay in receiving a withdrawal deposit, surpassing the initially communicated timeframe of 20 business days. Regrettably, upon finally receiving the deposit, I discerned an absence of the expected funds.

While I acknowledge and accept the deduction of the $375 bonus and $40 processing fee, it appears that an additional amount is amiss. Despite my persistent attempts to communicate with the relevant parties during the waiting period, their responses remained elusive, merely urging patience. In good faith, I complied, anticipating the receipt of the complete withdrawal. However, it appears they have faltered in fulfilling their commitment.

I beseech your guidance on how best to address this discrepancy. Your wisdom and counsel in navigating this situation would be greatly appreciated.

Dear MMMACMMM,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A Big Candy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the agreed-upon withdrawal amount was supposed to be 2125 USD, however, you received only 1392 USD?
• Could you please share your communication with the casino where you discuss the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

• Correct. I only received a portion of what was promised to me.
• I stopped trying to communicate with them as they always provided poor service in previous attempts to ask for my withdrawal status. I remained calm as I did not want them to deny my withdrawal request. I have added what I have from previous communication as reference to their lack of aid.

Thank you

Thank you very much, MMMACMMM, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, MMMACMMM!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

MMMACMMM, I have received the information from the casino that can explain your situation. The casino works in AUD, therefore, the withdrawal amount was in AUD as well. However, the sum that you received was in USD and this is why it is less than the sum of the withdrawal. Please, let me know what you think and if there any other discrepancies (e.g. in deposited amounts) that should be investigated.

Dear MMMACMMM,

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.

I made a deposit of $150 USD using a promotional coupon that added 250% of my deposit amount. However, upon reviewing my account, I noticed that the deposit was not converted to AUD (Australian Dollars) as I had expected. This discrepancy has resulted in a lower amount being credited to my account than what I should have received if the deposit had been properly converted to AUD.

I believe there has been an error in the handling of my deposit, and I request an immediate correction to reflect the accurate amount in AUD with the promotional bonus applied. The correct calculation should include the initial $150 USD deposit converted to AUD and then the 250% bonus added to this converted amount.

I kindly request your prompt attention to this matter and a resolution as soon as possible. Additionally, I would appreciate a confirmation once the correction has been made and my account reflects the accurate amount in AUD with the applied bonus.

I look forward to your swift resolution to this matter.

Thank you for your attention to this issue.

Thank you, MMMACMMM!

ABig Candy team, please, check if the amount credited to the player's account was correct and, fi yes, provide me with a proof.

MMMACMMM, I have received proof from the casino that confirms that you have made a $100 deposit into the casino and it was successfully converted into 150 AUD.

Please, check your deposit in the account or in your wallet. The LTC amount to the date of the deposit should be equivalent to around $100.

Dear MMMACMMM,

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.