HomeComplaintsA Big Candy Casino - Withdrawal of player's winnings has been delayed.

A Big Candy Casino - Withdrawal of player's winnings has been delayed.

Amount: A$5,000

A Big Candy Casino
Safety Index:Below average
Submitted: 31 Jul 2024 | Case closed : 15 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

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.

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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

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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

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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

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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

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3 months ago

Dear kat820174,

Have you received your withdrawal from the casino yet?

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3 months ago

Dear kat820174,

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.

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3 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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