The player from Germany is struggling to pass the verification process. The issue was successfully resolved, the player passed her verification.
Big5Casino - Player is experiencing issues with the verification.
Amount: €145
Big5Casino
Safety Index:Below averageSafety Index
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5.0
Big5Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I won € 145 about a week ago and as I was aware, I also wanted to verify myself. I uploaded and sent all the necessary documents via email and on the casino site itself, nothing happens, nothing at all. In the live chat I was told that I should verify myself, which I have already done umpteen times. All documents are up to date. Can you please help me? Kind regards Melanie S ***
Edited by a Casino Guru admin
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3 years ago
Hello Melanie,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take some time to fully review all documents.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina, I am very, very grateful for your support. Unfortunately, I can only send this via e-mail, I will do that immediately, thank you very much for the help 🤗
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3 years ago
Thank you very much Melanie for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Melanie,
I looked at your emails and have noticed that the casino asked you for a bank statement displaying "your name, address, IBAN, and date of issue." There was also a note - "all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or a PDF version of a digital one."
If I'm not mistaken, you uploaded screenshots of your internet banking from your phone. That's the reason why your documents weren't accepted. I suggest you either download a bank statement from your internet banking app (if this feature is available) or go to the bank and request a bank statement there.
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3 years ago
Translation
Hello Peter, thank you, I'll take care of it, the only problem is that I haven't received any statements since I've been doing online banking .... the other documents are photographed, but they're okay, aren't they? Kind regards Melanie Schreiber
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3 years ago
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I can't send anything to them 🙈 it has been in processing for over a week, what I don't understand is that I paid in via online banking that was also accepted
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3 years ago
Hi Melanie,
I believe the only problem was with the bank statement. If you can't upload the documents, it will probably be better to contact the casino. I would like to invite Big5 Casino to the conversation and ask for help with the issue.
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3 years ago
Dear Customer,
We have checked your case and please allow me to inform you that the last bank statement you have sent us is not a bank statement but a transaction detail which we can not accept as a valid document.
We would kinldy ask you to send us your bank statement following these requirements:
- visible Full name, address, date of issue not older than 2 months
- pdf version or a photo of physical statement
Please note that if you have online banking you should have the possibility to download your bank statement with all necessary info as a pdf document, or you can contact your bank to provide you with such document.
Once you have it, you can send it to us over email on support@big5casino.com
Kind regards,
Big5Casino Complaints Team
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3 years ago
Translation
I have sent you an excerpt as a PDF file, I do not get anything more like that! They got a photo of my ID, my bank card, my phone bill, etc., slowly it's just laborious and incomprehensible ..... my address is on my ID, as well as on the phone bill, my bank card and then the PDF file 🤦. ... I had never had a circus like this before! You know exactly that I actually paid it in and I ask for a payout! Why in the world does it say on the casino page that it is being processed if you keep asking for documents ???
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3 years ago
Hi all,
Thanks for your replies. It does seem like a little bit of a stretch, to be honest. However, the PDF document is really a transaction detail.
Dear Melanie,
I know how frustrating this must be, but I recommend you to go to your bank and ask for a proper bank statement if it's not possible to download it from the app. If you provide this to the casino, there is no reason for the casino to delay your withdrawal any longer.
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3 years ago
Translation
Hello Peter, this is unfortunately not possible because we are severely affected by the flood, even the savings bank was completely flooded and it will take a while until normal everyday life has returned ... unfortunately I can no longer understand that, am very frustrated we need every penny at the moment, as stupid as it sounds, because for many it is only 145 € ... but currently a lot of money 😢
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3 years ago
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Just wanted to add that I have nothing left on my account at the casino ... Has the money just disappeared now ???? Here a photo of evidence, we are really affected and nothing here at the moment is just cleanup have begun 
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3 years ago
Hi Melanie,
I'm sorry to hear about the floods and your situation. The bank should be able to send you a bank statement by email. However, it may take a while.
Dear Big5Casino Complaints Team,
Would it be possible to take into consideration Melanie's difficult situation and make some sort of a compromise?
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3 years ago
Translation
I sent you the same e-mail as big 5, with an account statement that I received one town further ... by now I assume that they embezzled the money from the casino!
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3 years ago
Hi Melanie,
Thank you for the emails. I'm glad to hear that your withdrawal was approved. Which bonus exactly did you play with?
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3 years ago
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Hello Peter, yes, I played with the free game bonus, but also converted the turnover! As I understand it, only 50 € are granted .... which I don't understand because there were 145 € to withdraw from my account in the casino and the turnover was fully implemented .... but I thank you, you are easy great and think it's great that you have already helped many people
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3 years ago
Hi Melanie, thank you. The thing is, most (if not all) of free bonuses usually come with a set of rules and conditions. The maximum win limit is one of them. I asked about the bonus because I wanted to see if your winnings were limited correctly. I looked at the casino's Bonus T&Cs and found these two rules:
" In the event that you have received a free bonus (a no deposit bonus), the payout is limited to 10x the bonus amount.
The payout for Free Spins is limited to a maximum of €25 per Free Spins campaign when issued as a No Deposit Bonus. When the Free Spins are given as a deposit incentive, the maximum is limited to €50 per Free Spins campaign."
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3 years ago
Translation
Good morning Peter, yes I know that, of course I understand that you have to examine both sides to see where the error is.
For me, the turnover had been fully implemented, 145 € available to pay out ..... I kept paying in there for months and then I win there once and the circus begins ..... which I noticed immediately , It is strange that it was always about a receipt from my bank details, account statement etc. ..... and for 50 € they do a circus like this for almost three weeks ??? That’s not enough, I’ve never read in any email from the casino that I only won € 50 instead of € 145 ...
Should they keep that now, if they would rather lose players than maybe gain new ones !!!
You deserve a lot of praise, honestly great how you do this!
Fortunately, I won a little more than € 700 in another casino, the casino doesn't cause any problems when withdrawing and I can do without it ...
Thanks Peter for everything and all the best for the team .....
I just don't wish the casino karma anymore!
Best regards
Melanie Schreiber
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3 years ago
Hi Melanie,
I completely understand your frustration. However, the KYC verification process as strict as it may seem is a natural part of online gaming. I recommend finishing the verification before you deposit money and start playing. It helps to avoid such situations. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
