Big5Casino - Player's account has been blocked.

I won $2935 back in march and they've been spending months delayig and making excuses, saying they paid out when they didnt and then eventually today I get an email saying my accounts been closed and my funds nullified. They mention it is within their right to do this due to their terms and conditions but they don't actually cite any terms as for the cause of the account closure.

It's incredibly disengenous to lie about payment delays for months and then close the account and admit the funds were never on the way and have now been removed. I won't even describe how frustrating it is either.

I made an ask gamblers complaint that went got no response from them a month or two ago so now I'll complain here as they seem to have responded to some people and the commission

Dear jvarelas87,

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. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Did the casino specify the reason behind the blocked account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

they vaguely referred to their terms but did not specify any individual term.

I was playing slots with a bonus.

Thank you very much, jvarelas87, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear jvarelas87,

I’m sorry to hear about your negative experience. I’ll contact the casino to see if I can help.

I would like to invite the representatives of Big5Casino to join this conversation.

Dear casino team,

Can you please specify the reasoning behind the decision to close jvarelas87’s gaming account without a refund? Any relevant evidence can be forwarded to andrej.p@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jvarelas87,

Please be informed that we managed to get in touch with a representative of Big5Casino just before the timer expired. As the casino received notification about your complaint with a delay due to out-of-date contact information on our end, I’m extending the timer by seven days one more time.

Thank you for your understanding and patience.

Dear jvarelas87,

According to the information we’ve received, your account is still under investigation, but allegedly, all of your winnings have been paid out.

Notwithstanding, could you please let us know if you haven’t in fact, to this day, received the amount? Have you recently checked the status of your bank account?

We’re currently waiting for the casino team to provide further details regarding your case.

If the payment in fact wasn’t received on your end, we will urge the casino team to further investigate this issue.

I've been looking for a $2935 payment since i got the withdrawal and for months i've not seen one.

Could you confirm with the casino if they sent this in a full payment or split it into parts?

Thank you, jvarelas87, for confirming. We are still waiting for the relevant team from the casino to investigate and/or address this issue.

Please note that your recent queries were forwarded to the casino representative we’re communicating with.

I’m setting the timer for seven days. We’ll wait for a response from the casino. I’ll keep this thread posted on any updates.

Dear jvarelas87,

We haven’t received any additional information from the casino team. I’ll extend the timer by seven days once more. If the casino fails to respond in the set time frame, we will close the complaint as ‘Unresolved’ which may negatively affect its rating.

In the meantime, please feel free to let us know if anything regarding the matter changes.

Dear jvarelas87,

Unfortunately, we haven’t received any relevant answer from the casino in the past two weeks. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "Unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE – an alternative dispute resolution service, and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (andrej.p@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Andrej, Casino.Guru