The player from Australia, who held a VIP4 status, had submitted multiple withdrawal requests totaling up to her weekly limit of $10,000. Some of the requests had been approved, however, the payment had not been processed. There were also remaining requests still under review, which were exceeding the mentioned delay frame. The player had opted for a wire transfer and completed the verification process. After communication with the Complaints Team, the player agreed to wait an additional three days for the casino to process the payments. Later, the player confirmed that all requests had been approved and she was waiting for the funds to show up in her bank account. Eventually, the player confirmed that the funds had been successfully transferred to her account. With the issue resolved, we closed the complaint.
A Big Candy Casino - VIP Player’s withdrawals are delayed.
Amount: A$8,940
A Big Candy Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
As a VIP4 on this platform, my weekly withdrawal limit is $10k. I made a withdrawal of $10k in 4 lots of $2500. There was no point trying to win more when the cap was 10k for my deposit bonus. I waited 2wks for them to review and approve or decline following daily check ins with them, the email support staff were not helpful at all and I was only able to get some traction with my complaints via the chat team. I ensured I read and understood the T&Cs re bonus terms, wagering, verification etc. All above board before making my first withdrawal on 24th Feb. After constant checkins on my part, last week on 5th Mar, they finally reviewed and approved 2 out of 4 of my withdrawal requests valued at $5k and they deducted just over $1k which was the bonus money (bonuses are non-cashable). 2days later I queried why the other 2 are still pending review and was given conflicting information. One chat staff said weekly limits $5k even after I clearly showed him the screen shots that VIP4&5 has a weekly limit of $10k. This was later confirmed by another staff who said they would do it soon. As at this point, there is still $5k pending review which is now outside their 7-10day review. It takes another 7-10days following review (if approved) for payments team to make the payment. I am yet to see the $3940 which has not hit my acc, that has been approved. Is there anyway you can assist?
Dear SlotLover,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please advise which payment method you have opted for? Was it a wire transfer for all the withdrawals?
- Do I understand correctly that your payments are still pending inside the account without being processed or some of them have been sent but never reached you?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Thanks Petronela for reviewing my complaint and for the advise.
1) My withdrawal method is wire transfer and I have completed verification which was approved before my withdrawals were requested.
2) The first 2 requests have been approved as at 5th Mar. The other 2 still appear in my account as pending.
When I queried, I am told, the first 2 have been reviewed and approved and have been sent to the payments team. The other 2 are awaiting review which is outside their review timeframes. These withdrawals were all done within minutes of each other and within my weekly limit as a VIP4 customer.
I hope that answers your questions.
Thankyou for your continued support.
Best,
Caroline
Thanks Petronela for reviewing my complaint and for the advise.
1) My withdrawal method is wire transfer and I have completed verification which was approved before my withdrawals were requested.
2) The first 2 requests have been approved as at 5th Mar, however, I have not received it in my bank. The other 2 still appear in my account on the platform as pending.
When I queried, I am told, the first 2 have been reviewed and approved and have been sent to the payments team. The other 2 are awaiting review which is outside their review timeframes. These withdrawals were all done within minutes of each other and within my weekly limit as a VIP4 customer. I has asked the Chat to escalate as they should all have been reviewed and approved per the first 2 given they are all from the same deposit bonus winnings.
I hope that answers your questions.
Thankyou for your continued support.
Best,
Caroline
I fully understand your frustration, SlotLover. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Thank you Petronella, all have now been approved as of 13th Mar. Now waiting on funds to show up in bank. Appreciate your support and guidance.
Hi SlotLover,
It sounds perfect. Please let me know when you receive your winnings.
Have a great week :)
Dear SlotLover,
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.
Hi Petronella, funds have finally hit my acc as of last friday. Thank you for hanging on with me and for all the support you provide to the online casino community.
Have a great week!
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, SlotLover, for your cooperation and confirmation, and please don’t 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. Happy holidays.
Best regards,
Petronela
Casino.Guru
