The player from Italy had struggled with unresponsive customer service at her online casino. Despite having provided the required documents for account identification, she had been left in the dark about the completion of the process. Additionally, she had not received the promised welcome bonus. However, after the intervention of our team, the casino sent her a link to submit her documents and credited her account with the €55 welcome bonus. We had marked the complaint as 'resolved', although we noted the player's continued dissatisfaction with the casino's customer support.
Big Bestingame Casino (Big Casino) - Player struggles with unresponsive customer service.
Amount: €55
Big Bestingame Casino (Big Casino)
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Non-existent customer service.
I still haven't been able to find out if my account has been identified (documents sent) and the welcome bonus wasn't credited to me.
Several tickets have been opened: no response.
Automatic translation:
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11 months ago
Dear crissy67,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
I sent many emails to the support service to find out what the problem was and tickets were opened that were never closed because I didn't receive any response.
The documents were sent to customer support on November 23, 2023.
Thank you.
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11 months ago
Thank you very much, crissy67, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Translation
Casino Big sent me a link to send the documents and credited me with the 55 euro welcome bonus on November 29, 2024.
However, there is the problem of non-existent customer support.
Automatic translation:
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11 months ago
Dear crissy67,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. However, please note that we do not have any control over whether the casino's support will function properly or not. We hope that they will respond to you promptly.
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,
Tomas
Casino.Guru
