The player from Germany has deposited money into casino account but the funds seem to be lost. After a closer examination, we rejected this complaint as unjustified.
Big5Casino - Player’s deposit has never been credited to her casino account.
Amount: $28
Big5Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello I deposited 28 dollars via my e-wallet that never arrived. Alleged error on the part of the wallet operator. I informed myself there and was confirmed again that the money was successfully sent via BTC. The money was then gone from my wallet. But big 5 still denies that the money has arrived. And if you ask, it's always just that the case is being processed.
Automatic translation:
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2 years ago
Dear Beate,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or you have been provided a unique one when opening the account?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
So I have my own wallet address and if you deposit in the casino via btc, the wallet address to which you should send the money is displayed with every deposit. I copied them and sent my money to them. I have to say, what I already mentioned with the big 5 customer service, I wanted to make a deposit of 33 euros. I then sent the btc and saw afterwards that it wasn't 33 euros at all, but only 28 dollars, i.e. 25 euros. Of course, the deposit could not be confirmed because I transferred too little. But the fact is that the money is gone from my wallet and this transfer has been fully confirmed. So the 25 euros must have been received by the casino operator big 5. They can't disappear, they probably just can't or don't want to allocate the money. But I have all the evidence that the transfer took place and the money is gone.
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2 years ago
Dear Beate,
Unfortunately, I have to inform you that if your deposit was smaller than the minimum required, your funds couldn't be transferred to the casino. Technically, it is not possible for the casino to confirm a payment smaller than the minimum deposit, therefore, funds can't be credited into your casino account.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Okay all right, just wondering where it went then. Nevertheless many thanks
Automatic translation:
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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