A Big Candy Casino - Player's withdrawal requests are repeatedly delayed.

Have been waiting for a payout on 49 withdrawals from A Big Candy Casino. Oldest one is from 11/17/2023. Verification was done. Play though was done. Max cash out on coupon was AUD 15k. Contacts with the casino have been similar "we are experiencing a high number of requests".

Dear Corona42,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that withdrawals are still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Which exact bonus did you activate and play?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, withdrawals are still pending inside my account. 49 of them totaling 15000 Australian dollars.

Casino said it’s because of a "high volume of requests".

i used a bonus that has a AUD 15k MCO, 30x playthrough and I ran it up to about 31k AUD. Once the playthrough was done, I was knocked down to 15k and I then put in withdrawals. The majority of them have been pending since 11/17/2023.

The only communication I got was a confirmation of the reception of my BTC address. Other correspondence has gone unanswered.

i have a bunch of screenshots but i have to go through them as I’m having issues with 3 different casinos at this time. I will send them over when I go through them.

I sent the screenshots over to your email, Petronela

I was just asked for KYC by A Big Candy.

It seems that my KYC was REMOVED on Inclave.

I am reprocessing it and I also sent it directly to the casino.

what’s more weird is that Heaps O Wins is also asking for KYC. They have PAID me in the past.

Somehow my Inclave KYC got DELETED.

Something seems weird.

Oh, and my withdrawals were cancelled and returned to my balance. And now I cannot request another withdrawal. It is the same thing with all 3 of the VIP Wins casinos. Cannot request a withdrawal, withdrawals were returned to balance, KYC required again, support case opened with Hooyu, they verified that KYC was done and information was passed off to VIP Wins, but all the VIP Wins casinos are not responding to emails. The docs were also emailed to Heaps O Wins as well as A Big Candy.

Thank you very much, Corona42, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, Corona42!

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!

Just an update, my KYC was approved. Again. I submitted two withdrawals as the max allowed per week is AUD $5000. This really is not fair that I have to do these withdrawals all over again for 3 weeks.

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.

Hi once more, Corona42!

We have not received any response from the casino, and, usually, I would close this complaint as unresolved, but, given that you have successfully completed the KYC verification, I would like to ask if there have been any withdrawals completed.

Nope, withdrawals are still pending

I also just submitted all the withdrawals again

Okay, I suggest we give it a week, and, if there is no progress with it, I will close the complaint as unresolved, because, there is nothing I can do if casino decides not to respond.

That’s fine

Corona42, have you received your funds yet?

No I have not

Corona4 I am sorry to say it, but 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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team