A Big Candy Casino - Player’s withdrawals are significantly delayed.

I have lodged two withdrawals that have been pending since May 30 and May 31 (see attached).

I have a fully verified account.

I have continuously been told by both online support and the support email that my requests have been escalated with the finance team and there's been a high number of withdrawal requests to process.

I have contacted the casino every business day since the lapsed timeline of 7-10 business days to process withdrawals.

It is now 26 business days and more than a month since the first withdrawal request.

I have experience with online casinos and bonuses, how they work and they deduct the bonus amount from your winnings. I have calculated that for the Casino in the attached email below.

I know how much I have won, my account is verified. Can't seem to get any progress on my pending withdrawals.

I did manage to get to "supervisor" Paul and had a lengthy debate about whether they'll actually pay me (see screenshot).

Hope you can help.

Dear AusPlayer15,

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? Have you accumulated your winnings with or without an active bonus?

Could you 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

Hi Kristina,

Yes, I accrued my winnings using a bonus voucher both times called Powerspin. Once I achieved the play through requirements, I requested a withdrawal. The first withdrawal was $900. You can see on the transaction statements below that once play through requirements were met, an automatic withdrawal took place on my second win reducing my balance to a maximum win of $2000 as per the terms of that voucher. I ended up requesting $1900.

These are the first withdrawals I’ve requested from this Casino. My account is fully verified

I will forward my correspondence separately via email as there’s quite bit.

Thank you very much, AusPlayer15, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

No dramas. Do I need to forward any correspondence to Peter?

Hello there,

Thank you AusPlayer15 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask A Big Candy Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thanks Peter. It’s now 29 business days. 6 calendar weeks as of tomorrow. The casino is still responding via live support but there is no transparency or apparent connection between support and payment departments. Any help or insight you can provide will be immensely appreciated.

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 again been in touch with an "online supervisor" who is seeking feedback from the payments team about the ongoing delay. I, again, doubt anything will happen. But thanks for following up.

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,

Peter