The player from Australia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue involved the casino not processing the withdrawal and repeatedly crediting it back, citing incorrect details despite the player having provided a clear bank statement. The complaint was ultimately rejected due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation into the matter.
A Big Candy Casino - Withdrawal of player's winnings has been delayed.
Amount: A$5,000
A Big Candy Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
A Big Candy Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
My complaint is they are not processing they keep returning saying incorrect BSB but the have been provided all details multiple times plus a copy of my bank statement to confirm the details
Public
Public
3 months ago
Dear kat820174,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
3 months ago
This is the issue they aren’t processing it just keep returning in credit in the game saying my details aren’t correct but they have my bank statement with the details clear as day
Public
Public
3 months ago
The issue is not the withdrawal process I’m happy to wait the time for processing but they wo t even process just keep crediting it back
