Big Baazi Casino - Player's deposit money lost in transactions.

I had made a deposit of 23370 rupees on the 10th july 2023 which was debited from my bank account successfully.

Big baazi support team requested me to wait until 28th described in the email.

I waited for the given timeframe and then got the information from big baazi that i need to contact the bank for a recall or a chargeback of the transaction as they claimed that the amount was not received by them.

I followed the instructions given by the big baazi team and i contacted my bank to recall or chargeback the transaction.

Now the big baazi bank has rejected the chargeback or recall request.

I have contacted the support from big baazi and i still receive a standard reply statin contact your bank and recall.

I have done what they have requested but there bank keeps on rejecting the chargeback request.

My amount is not credited to by bank nor to my big baazi account yet and it has been almo st 37 days now.

I have attached all the screeshots in this complain which shows the amount successfully debited..it also shows the beneficiaries account which is big baazi merchant credited as well...and also the email from my bank which shows that the big baazi has rejected my recall or chargeback request.

Dear Uv9999,

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 deposits before?

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

I have many deposits with big baazi and have been a verified player with them since long.

Despite several email to them they reply stating a standard email for that please contact the bank.

I have contacted the bank so many times and the bank has helped me to raise a chargeback or recall request which big baazi support team has requested.

Now when my bank has requested a chargeback or recall the big baazi beneficiaries bank is rejecting it.when i contact the big baazi support team they keep saying the same contact your bank.

I am helpless in this situation as bank is doing there job but big baazi has the amount with them and i have all relevant proof submitted to them so many times.

Attached email conversation with big baazi as well for your reference on your email

Hi kristina

I hope you doing well

Any updates on the complain

Hi team

I had sentvan email to big baazi support team again stating all the relevant proof that were required.

The answer that i have gor from them is the same that i should contact my bank

Big baazi support needs to understand that i already have contacted the bank and submitted all proof which clearly shows that the amount has been credited to BIG BAAZI and they are not at all willing to help.

The recall or chargeback request which was raised has been REJECTED by the big baazi bank and they are still asking me to contact the bank.

The bank has no option as the merchant means the big baazi who has the money that is 23370 rupees are rejecting all the request from my canara bank.

I request you to plase escalate this to the higest level possible as big baazi is not at all supporting the player.they just have a standard email format stating contact the bank.a question to BIG BAAZI WHAT WILL THE BANK DO.

On top of this the customer service ASSOCIATE named jolene and jacob from the big baazi support team are extremely rude and they dnt even follow what the customer is saying or what the customer problem is.they just close the chat on face saying is there anything else as i have other clients to handle.

This is the kind of customer support team BIG BAAZI HAS.

I hope all this informatioñ is read by the owner of the site as well as they dont know how the customer has been treated.

I request casino guru to please look into this as big baazi has not been a responsible site at all

Thank you very much, Uv9999, 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.  

Hello there,

Thank you Uv9999 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Big Baazi Casino for their help in resolving this complaint. We would like to know what happened to the deposit and what can we do to help resolve this issue.

Thank you!

Hi peter.

Thanks for your intervention

I have contacted big baazi more than 50 times now and they just have a standard answer please contact the bank and recall it.

I did contact the bank several times now and i have submitted the proof to you as well as big baazi stating that the RECALL OR CHARGEBACK HAS BEEN REJECTED BY BIG BAAZI BANK...

The orginal trasaction on the 10th july 2023 for an amount of 23370 was successfully debited from my bank account and have submitted that proof to you and big baazi team as well peter.

Big baazi has the money and i have submitted all the relevant proof regarding the same to big baazi as well.

If big baazi bank is rejecting the RECALL OR CHARGEBACK my question is What WILL THE BANK DO???

I have again given all the relevant proof which states that the big baazi hold the amount of 23370.

They is no response from them here as well

Hi peter

Now big baazi has stop responding as well

Its over 44 days now and i still have not got a resolution

My money has not been credited

Highly disappointed

Dear Uv9999, I was able to get in touch with a casino representative and have forwarded them all the information about your case. They have asked for some time to investigate, I will update you with any further developments soon.

Thank you!

Thanks peter

Just wanted to give you some more information on this.

Very simple

The amount of 23370 was debited from my bank and i have provided you and big baazi as well the proof as well.

They requested me to send the bank statement which i did multiple times.

Then big baazi support team came up and said RECALL OR CHARGEBACK by contacting the bank.

I did contact the bank multiple times and have raised a formal complain in my bank as well.

The bank provided me all the proof stating that the amount was credited to the merchant successfully and they have me the bank details of big baazi merchant which is HDFC bank and i have sent this to you and big baazi team as well.

Now the chargeback or recall request has been rejected by the big baazi bank and they still keep on saying the same thing..PLEASE CONTACT THE BANK...

The bank cannot do anything else on this as i have kept on doing things which big baazi has informed me to do.BIG BAAZI HAS TO BE RESPONSIBLE OF PLAYERS MONEY peter..i hope you understand my point.

The are just not ready to help at all from big baazi.

Thanks for your help peter...please coordinate with big baazi team and please help me on this issue.

Regards

U**** S***

Dear Uv9999, I have received a detailed explanation of the situation.

You have tried to deposit a few times in 2 minutes trying different amounts and your last attempt in the amount of 23370 INR was cancelled by you.

You did send the casino a bank statement where it is shown that this amount was deducted from your account but non of the descriptors match with one of the casino's.

This was double-checked with all the providers and they can confirm that the transaction is not made to them. 

Here are two possible scenarios of what happened

1. Because you canceled the transaction at the time of processing the funds are stacked somewhere 

2. You might have made the same transaction (same amount) to another casino

Whatever the case the casino did not get the funds.

If you play with another casino please check your transactions there too as that might be the reason the chargeback is being rejected. We will try to look into the matter further but this is what I can recommend for now.

Thank you for your understanding!

Hi peter..

Wanted to inform you that i dnt play with any other casino yet.

Just to inform you this is big baazi merchant.

Explanation..

The moment you click deposit on big baazi site you get many options.

Now the next step they show you upi deposit method which i selected and it automatically routes you with the upi payment page.

The payment was done through google pay to the merchant shown on big baazi site it self.

On top of this big baazi had confirmed at in the chat on the same day that is the 10th july 2023 that they can see the amount is in pending for 23370.

There are different payment names which comes up when you deposit through UPI TO BIG BAAZI.

I TRIED AGAIN TO RAISE A PRE ARBITRATION AS BIG BAAZI SUGGESTION AFTER THE CHARGEBACK OR RECALL WAS REJECTED.

THE RESULT IS AGAIN DECLINED AND I HAVE ATTACHED THE SCREENSHOT OF THIS IN THIS MESSAGE..ATTACHMENT.

now a question peter..if i m logged in to big baazi and trying to deposit 23370..the payment or deposit page will automatically route me..M I CORRECT..and even you can check the big baazi deposit page showed the same merchant where the payment has been processed..

I have also attached the bank details which my bank has provided me which shows that the amount went to big baazi successfully.

Please check the attachments.

1st attachment..pre Arbitration request reject again by the big baazi bank.

2nd attachment which shows the amount credited to big baazi merchant which holds a hdfc account.

Please check.

I have also sent you an email with all this details.

The big baazi site itself showed this merchant and routed the payment page

Regards

U**** S***

Hi peter

Explaination

I dnt play with any other casino yet since many months.

You can check i have not made any deposit since last 6 months to any other casinos except BIG BAAZI.

On 10th july yhe deposit amount of 2337p rupees. 

On that day the deposit section on the big baazi page i selected UPI..

IT AUTOMATICALLY ROUTES YOU TO SCAN A QR CODE OR USE OTHER PAYMENT APPLICATIONS LIKE GOOGLE PAY AND OTHERS.

It showed this merchant and the deposit was made on my google pay application

Google pay has also confirmed that this is a merchant account and not an individual account and trasaction was successful.

Even the bank has confirmed that the amount was successfully credited to the same merchant which was used on the big baazi deposit page as shown in the attachment for your refernce.

Now just to inform you peter for better understanding big baazi keeps changing the merchant names and QR codes provided to the players.

If you see there deposit page has many options and many names may appear as well.

This was on the big baazi site itself which routed me to the QR CODE PAGE and the amount of 23370 was debited from my account.if you tally the timeframe when i was logged in to big baazi and the payment page and the payment or deposit time it will all match the records as the deposit was made on the big baazi site itself.

You can also check as big baazi has the record that i was logged in to the site and the deposit was made through there site itself.

The big baazi merchant has the money and all the proofs indicate the same as well.

On top of this if you notice that this is a merchant account.

You can check with big baazi the log in history as they always have that as well.

I wans logged in to there site through my mobile device and the deposit was made to them that is big baazi

Regards

U**** S***

Hi peter..

As you described the 2 situation in your previous revert

1. Because you canceled the transaction at the time of processing the funds are stacked somewhere 

Answers to the 1st situation::

The funds are not stacked as the bank itself has confirmed that the amount was successfully deposited to big baazi merchant for which i have already given you the HDFC merchant bank information through mail as well as in my above message to you and big baazi.

The funds are not stacked anywhere this is proven by the bank and on top of this if the funds were stacked the HDFC BENEFICIARIES BANK WHICH IS BIG BAAZI ACCOUNT..Y WOULD THEY REJECT CHARGEBACK OR RECALL AND ALSO REJECT THE PRE ARBITRATION REQUEST FROM MY BANK

Submitted proof here as well and also sent an email with all information peter..if you could check that for me please.

2. You might have made the same transaction (same amount) to another casino

Answer to your second possibility...

I have not made any deposit to any other casino as i dnt play with any other casino yet.

I have not made any deposit to any other casinos is past 6 months and if you want you can check this information as well.

I have only made deposit to big baazi and this amount was deposit to big baazi only through there site under deposit section.

After the deposit was made the big baazi support had also confirmed that the deposit was showing pending and i need to wait.

On top of this i request you to also check my login details with big baazi and the deposit time as well.

All the proof submitted and i can also confirm that the deposit of 23370 was made to big baazi on there site.

Regards

U**** S***

Hi peter..

Just one more information..

Explanation:::

The moment you click the deposit option on the big baazi site..

You select UPI as the deposit method..

The QR CODE CAME UP...

Post the deposit was made i waited for the given time as well..normally it is 20 to 25 mins approx..

You can tell big baazi to check and you will be able to get the clarity that i was on the deposit page of there merchant.

I had never cancelled the deposit of 23370 and the deposit was made successfully to the merchant big baazi.

You can also ask them to check because they will have this record as well that i was on there deposit page for a pong time after the money was debited from my account.

Regards

U**** S***

Hi peter

I am still waiting for a resolution here.

I didnt receive my funds back and big baazi doesnt even respond

I have all the clarity that the amount was deposited to big baazi on there site to the merchant and i have provided all the proof regarding the same

I yet contacted my bank and even they confirmed that the my deposit was successfully made to the big baazi merchant itself.

I request you to please help me on this

Regard

U**** S***

Dear Uv9999, I was in contact with a casino representative and was once again shown evidence that your transaction did not go through. Furthermore, the transaction on your bank statement does not match with any of the casino's providers. The casino stated that they are very sorry for the situation that arose as they do not want to lose you as a customer over a single deposit but still, they cannot credit you the funds that they did not receive. The casino encourages you to use the proof of payment that you have sent to the casino and request a chargeback. The bank should be able the retrieve the funds from the account where they were sent.  

Furthermore I'd like to ask you to provide an official statement from your bank that the payment went through so we can cross-examine the merchant the money went to. Thank you in advance!

Hi peter

To clarify this point here i did make this deposit to big baazi itself where i got this merchant details

The bank has already provided me the screenshot of the beneficiaries bank which i have attached here as a proof which shows that the amount has been successfully credited to the big baazi merchant

Also check with big baazi as this merchant belongs to there site as i was logged in to there site.

On top of this the bank has confirmed several times that the trasaction was successful and the merchant has received the amount of 23370.

A question that you can check with big baazi.

The amount of 23370 was made a deposit to there merchant with all the required details given to them.

I have gone ahead and also provided the account details of the beneficiaries bank where the amount has been credited and you can also ask big baazi about there merchant bank statement which will show that this is a big baazi merchant.

Attached screenshot which shows the email from my bank stating and NPCI portal stating that the amount was credited to the beneficiary merchant of big baazi.

Please check this email from my bank which shows that the amount was credited to the merchant bank successfully.

Please as big baazi to show there bank statement as well

I have been submitting all the required proofs

Regards

U**** s***

Peter also wanted to inform you

As i said even previously i have not made any deposits to any other casinos is last 6 months and i have also provided you the proof for the same that is my bank statement.

I request you to please ask big baazi for there merchant statement which is shown in the screeshot which was sent to me by my bank which clearly shows that the amount of 23370 has been deposited to big baazi.

Regards

U**** S***

I have been in contact with a casino representative and it still seems that this transaction wasn't made to them.

From the evidence they have provided it seems like the transaction in question doesn't correspond to the one made in their system as there is a time discrepancy and also your transaction is made to Automotive service shops. I would like to ask you if you have an option to contact customer support of your bank and provide the conversation where you could ask if the transaction was actually debited from your funds and wasn't returned straight away or if they could disclose for what service were the funds debited.

I would also like to ask you if you can provide your transaction history from the months of July and August so I can review it.

Thank you in advance!

Hi peter(sent an email to you from my email id shahujwal39@gmail.com)

I have already contact the bank several times and the have given me all the evidence which actually is the deposit made to big baazi site it self.

I am also sending you an email for with my bank statement from the month of july till date and you can see that this amount of 23370 has been debited on 10th july 2023 but was never returned to me or credited back to my account.

The bank has given me a straight proof stating that the beneficiary account was successful credited on the same day that is 10th july 2023.

You can review my bank statement which i am sending you again on your email id.

On top of this when i had contacted big baazi on the 28th july and all the days after 28th july big baazi support team also said the you should get a refund of this amount.

You can also check the entire email chain between me a big baazi support as well peter.

I have also attached a screenshot which also shows that big baazi support team said that the amount will be credited to my bank account.

I have sent you an email as well peter.

Regards

Please check your email peter.c@casino.guru

I have sent an email with my updated bank statement from 9th july 2023 till 31st august 2023

You will have a clear picture that the money was never given back to me

Regards

Ujwal shah

My email id shahujwal39@gmail.com

Hi peter

I have sent you an email with my bank statement

Have you reviewed it.

I have sent an email from my email id that is shahujwal39@gmail.com to your email id peter.c@casino.guru...

Please check

Waiting for your response peter

I have sent you my detailed bank statement on your email as you had requested

Hi peter

Its almost 57 days now nearly 2 months passed and i have lost faith in all process

Big baazi has stop replying and i have not got any resolution yet.

I have been telling here as well as to big baazi that there website showed this merchant and routed me to the payment page and the amount was debited from my bank account successfully on 10th july 2023

Even my bank manager says that big baazi is making a fool of us as all evidence shows that the amount has been credited to the merchant.

I have made myself clear with all proofs that the amount was given to big baazi merchant through there website.

If this has happened to me this may happen to many other players in world as well for hige amount of deposits made by other players accross the world.

You can imagine a situation or a example that it would be so easy for big baazi to say that the amount has not reached us and claim that the merchant didnt receive the money even though all proof says that the amount has reached big baazi merchant.

So this means even if a player makes a deposit of any amount it will all be on big baazi to say whether they want to give the money to player or not.so they are the decision makers am i right peter.

Players money is not secured nor safe and even if the deposit is made successfully big baazi can claim anytime that the amount has not reached them.

This is like one sided policy and there is nothing a player can do.

Atleast a fair platform like casino guru can help on this peter.

Regards

Ujwal shah

Dear Uv9999, I have reviewed your case with my team and we have come to a conclusion. The casino provided evidence that they had not received the funds and were very transparent when discussing your issue. The only other option here is that the problem stems from the payment provider.

I recommend you contact the UPI provider of the casino which is https://floxypay.io or alternatively contact your bank on what other steps you could take. I found a service of your bank called Canara Death Claims (https://canarabankcsis.in/DCS_WEB/) that could help in this matter. I am sorry I could not be of more help on this occasion.

Peter..

Canara death claims is a service for claiming the money if the individual is dead.

I am still alive

I checked with my branch manager and they said there is no such process.

On top of this the option you gave me that i should get in touch with the upi provider that is floxypay.io why cant big baazi do that...

As you said that big baazi has given you all required evidence what about my part..

I have given you all the relevant required documents and proof which shows that the amount has been debited from my account and credited on 10th july 2023 to big baazi.

What about my proofs...my evidence..

I would request you to please read the screenshot carefully as you advised me to contact my bank for doing canara death claim

https://canarabankcsis.in/DCS_WEB/..

The process is filled by nominee after the death of the account holder peter.

I AM ALIVE..I AM ALIVE..

check the screeshot on that page which you have sent me to visit.

And your second opinion to contact floxypay.io..

I dnt deal with crypto.

I dnt even have an account with this site which you have given.

If its a upi payment provider BIG BAAZI SHOULD CONTACT THEM TO GET CLARITY WHY WILL I Do..

And on top of this they will nt even answer as i am not there customer.

This is big baazi who needs to serve the customer and get it resolved.

I hope i tried to explain you what you want me to do and what will happen if i do...

Floxypay.io

This is a payment gateway for crypto users

What will i do by contacting them

If you have a description step by step i can do that what you are requesting.

I am not a crypto buyer neither i deal with crypto nor i have made any deposits through crypto nor i have an account with this website that is floxypay.io.

What do you want me to do please explain step by step.

Whom to contact or where to share the email to which email id.you should be aware about this process peter as you are suggesting me to do that.

This clearly shows that the money deposit to big baazi is not at all safe as they can anytime say that they have not received the deposit and the player should run and run for 60 days now to know where the money is.

This shows how responsible gambling works right.this shows how rules are made only for players not for casino sites...

This also shows that casino guru is only considering the evidence provided by big baazi but the evidence provided by the player and his bank are not at all considered.

Why cant big baazi contact floxypay.io as you suggested.what will i do by contacting them..infact where to contact them.if you can please write here in the open forum so even the world can know what needs to be done.

Simple..please guide me like a baby steps for both your suggestions given by you or casino guru with a proper explanation why i need to do this and how i need to do this and whom to contact or whom to send an email.

This is what i have received if i go to your suggested website that is floxypay.io

Please check this screeshot as well

Dear Uv9999, I apologize for the recommendation of bank service, I misunderstood what the service was for and that leads me to believe I am unqualified to help you with this matter further. We at Casino Guru act as mediators and therefore we have no authority to enforce legal actions. As both you and the casino have provided evidence to support their claims we recommend contacting a licensing authority of the casino which is Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players and the casino will have to adhere to the legal obligations of the license. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Yes peter i would need your help in filing a complaint with Antillephone Gaming Authority

I have provided you with a detailed guide on how to contact the licensing authority through your email. Let me know when you have contacted them and received a response. Thank you in advance for your cooperation.

I have sent an email with the detailed information to certria@gaminglicences.com and complaints@gaminglicences.com email id provided by you keep your email id peter.c@casino.guru is loop as well.

Please check your email once.

Can you please check your email

I have kept you in loop with what you have advised to do

Do you want me to add any more details.

If you check once

Hi peter.

I have email the relevant details to the email id you provided keeping you in loop as well in that email.

Please kindly check once.

I have not received any revert yet from them.

Email sent to certria@gaminglicences.com

And complaints@gaminglicences.com

Dear Uv9999, thank you for forwarding the email, I can see you have followed my guidelines and I believe the licensing authority will respond in a matter of few days as they don't have an automatic response in place. Thank you for your cooperation.

Ok..waiting for the licensing authority to reply on this..

Need your cooperation in this concern...

Hi peter..

I am still waiting for a reply from the license authority.

No updates yet

Hi peter..

I have not received any updates on the email yet which you had requested me to send to the licensing email id in your previous messages.

I have not heard back from them yet

Dear Uv9999, I was in contact with the casino representative and was told that their team is already working with the regulator on the investigation of your case. The authority will contact you after the investigation has concluded. I will close this complaint and mark it as "waiting for a decision from the regulator" for now. Please let us know how they responded to my email (peter.c@casino.guru).

Best regards,

Peter

Dear Uv9999,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Uv9999,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.