The player from Greece had made several deposits and met the betting requirements, which had led him to request a withdrawal of $2500AUD using bitcoin. Despite successful account verification and inquiries about the delay, 10 business days after his withdrawal request, it remained at the initial stage with no updates. This had been the player's first withdrawal attempt from the casino. Our team had reached out to the casino for clarification but received no response. Due to the casino's lack of a valid license and no affiliation to any ADR service, we had marked the complaint as 'unresolved'.
A Big Candy Casino - Player’s withdrawal request is delayed.
Black points: 138
Amount: A$2,500
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
11 months ago
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12 months ago
Translation
I made several deposits on 25-26/10/23 using the NIGHTFALL coupon (Min. Deposit of $55 = 230% Bonus | 5x Playthrough | 10,000 Max Cashout | Valid on Slots & Keno). I met the betting requirements and requested a withdrawal of $2500AUD on 26/10/2023 using the bitcoin withdrawal method. I sent the required documents for verification of my account via email, and it was successfully verified on 27/10/23. Ten business days have passed, yet my request remains at the initial stage. I have reached out via chat and email to inquire about the delay, and they confirmed they would contact the finance department to process my request. So far, there have been no updates. I kindly request your assistance.
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12 months ago
Dear lazarosbot,
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 before? Could you please post a screenshot of your withdrawal history here, if possible?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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12 months ago
Translation
Good morning, this is the first attempt to withdraw money from this casino, there was no other request in the past, my account was verified quickly, I fulfilled all the betting conditions of the coupon, I have never used a vpn and I do not have a second account (I say this to prevent any false excuses on the part of the casino)
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11 months ago
Thank you very much, lazarosbot, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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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11 months ago
Dear lazarosbot,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an A Big Candy Casino representative to join this conversation and participate in resolving this complaint.
Dear A Big Candy Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
Translation
I have contacted the casino via chat and email, I asked them to explain what is happening and the withdrawal request is not completed, their response is always the same "we apologize for the delay, the relevant department will review my request shortly" 
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11 months ago
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.
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11 months ago
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,
Stefan
