Big Dollar Casino - The player's winnings were voided.

So I been playing big dollar casino for a few months and I've been having issues with customer service and withdrawals I won $1,100 I go to withdrawal the amount and as I withdraw it gives me the option to get a match of $400 and I'll receive $400 because of the bonus however it says if I forefit I will be able to receive my winnings of $1,100 and the bonus will be canceled and I will receive my full amount I won so I canceled it and withdrawaled the full amount of $1,100 so while waiting 3-5 business days it took longer then what they require so I checked my statement and it says admin correction withdrawal is $1,000 I'm not receiving my winnings due to the unfair terms and conditions and this is not the first time this is the second time I had this issue and when I go to speak with customer service I don't get the opportunity to explain my issue they either end the chat or tell me it's part of there terms and when I ask for a copy of my documents and let them know that I'm gonna have this issue resolved to the gaming commission I get no response no documentation from them or anything so to whom this issue and to whom the person is to resolve this issue I very much appreciate it if I can get my issue resolved because I made deposits after deposits and complied to there terms and conditions I feel like there not complying to there own privacy policies when we the community are not get a fair chance.

Hello kjttrujillo26,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Big Dollar Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Do I understand it correctly that your winnings have been voided by the casino? Can you please explain the bonus part as it not entirely clear what do you mean by it. When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account has been verified for about a couple months ago and as far as the bonus so I had a active bonus however I played the active bonus got my winnings from the bonus ok so after I got my winnings from bonus then I was play for real money now so when I won the $1,100 and I go to cash out or withdraw I got message that popped up saying that if I cashed out because of the bonus I would only get $400 of the $1,100 or if I were to forefit the bonus and not take the $400 the bonus wouldnt be active and I would recieve the full amount of $1,100 so I forefit the bonus withdrawed the $1,100 and as I checked on the statement it even showed that the admin said correction winnings $1,000 and it said processed and completed so when I checked my bitcoin they only sent me a $100 dollars and they said because it was a bonus that I only received a $100 and this the second time however the bonus was already played and received the winnings and that is the end of the bonus however when I was play for real money now that's when I won big and they said that it was part of the bonus. I've talked to them the same day I filed complaint and since then I haven't talk to customer service because they tell me the same thing it was part of the bonus and after they say that they always end the chat.

Hello kjttrujillo26,

Can you please clarify or send us which exact bonus did you use? Was your balance somehow edited by the casino after finishing the wagering requirements?

It doesn't show on the statement however here is a picture of the statement showing that the winning wasn't from the bonus when the bonus was already played and over with.also here is the other picture showing the winnings and what the admin said.

Thank you kjttrujillo26 for all the information provided. As we will require more evidence from the casino, I will be now forwarding your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on with your case.

Wish you best luck resolving it.

Regards,

Nick

Ok thanks and how long until I here a response because I know it takes like weeks for you guys to reply so I'm just wanting to know

Hello kjttrujillo26,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

I would also like to know what the casino representative says because in reality he is going to agree with his team so that they don't have to pay.

Hi

Apologies for the delay in getting back to you and thank you for your patience whilst getting the relevant information to pass on.

I have received feedback from the finance team on why the full funds were not received and it seems as if there was a system error at the time as they cant find any reason why these funds weren't received in full.

The outstanding amount of $1000 difference has been paid into the BTC address that was provided when the withdrawal was initiated.

I hope that all is now in order and once again apologies that this was not resolved sooner.

Kind Regards

Janine

Thank you very much for the info.

Dear kjttrujillo26,

Could you please confirm that you received the remaining balance and we can close the case?

Ok let me check one minute please.

Dear kjttrujillo26,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

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, Matej

Casino.Guru