The player from Australia had an issue with his withdrawal request from 24 months ago, which had been denied due to missing bank details. Despite having provided these details via email and an online form, the funds had been returned to his game account. The casino's consultants had claimed that the bank details were missing. The player's account had been fully verified and he had attempted the withdrawal three times. He hadn't received any alternative withdrawal methods from the casino, nor had they responded to his emails. The casino eventually processed a partial withdrawal, but the player had had to wait over 15 business days. Upon the intervention of the Complaints Team, the casino had approved the withdrawal and the player had received his funds, minus service and bank fees. The issue had then been marked as resolved.
A Big Candy Casino - Player struggles with withdrawal due to missing bank details.
Amount: A$2,500
A Big Candy Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
My withdrawal request has been was denied due to missing payment details.
But I have both E-mail and fill their online withdraw form but second day the money was return to my online game account.
There online consultant alway saying there is bank details are missing and ask me to contact their E-mail
Dear wwprince,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Are the missing bank details the only reason why the casino can't process the payment?
- Has the casino offered any alternative ways for you to withdraw your winnings?
- Could you please share your communication with the casino? 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
1.my account has been fully verified
2.Are the missing bank details the only reason why the casino can't process the payment
I have tried 3 times and everytime the money does back to my casino account. Once I contact the online consultant, they always told me that due to the bank details are missing but don't explain to me which is missing
3 Has the casino offered any alternative ways for you to withdraw your winnings
I believe this is not important as they offer bank transfer.
4 They don't reply my E-mail
They update on this issue is, they have replied that they have add my bank details to file. But I will keep this complaint as open until I have received the money. As there is so many complaints on them so I don't trust them
Dear wwprince, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
They can't process my withdrawal at all even though it has been 10 business days since I submit my bank details.
Every time I contact their online service, they just say they meet a high volume of withdrawal requests so it would be delayed. I have e-mailed the finance team there is always no reply.
Thank you very much, wwprince, for the update. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
Dear wwprince,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite A Big Candy Casino representative to join this conversation.
Dear A Big Candy Casino,
Could you please clarify, what can be done to speed up the withdrawal process?
Thank you in advance,
Mirka
They haven't processed the withdrawal of $2500 for more than 15 business days and just processed a small amount. I require they to process the withdrawal as soon as possible.
Also for a $1000 withdrawal request, they have just approved $666 and said the $334 is from bonus and can't withdraw. But the funds shown all withdrwalable
Thank you for the update wwprince, we will wait for the casino to reply, hopefully they will clarify the situation.
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, Mirka, I have refreshed my account and it said the withdrawal is approved. I will wait for another 2 weeks to see if the funds have reached my account.
I will post the update and should share the experience with other players who is still struggling with delayed withdrawal
Thank you for the update wwprince,
A casino representative communicated with me through e-mail, and I am glad your withdrawal has been approved consequently.
Please let me know, when you receive your payment, I hope it will be soon.
Dear wwprince,
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.
Yes, Please extend the case open for another 7 days. I haven’t received the funds yet for one week since it been approved. I will post the update once I received. Otherwise it would be unsolved
Hi Mirka, I confirm that I received the withdrawal yesterday. The withdrawal request amount is $2500. They deducted a service fee of $20 and the bank charged $15 therefore I received $2465 in total.
I believe we could close this case and mark it as solved. Thanks for your help these days.
Dear wwprince,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
