The player from Germany had her withdrawal cancelled and winnings disappeared after requesting another payment. The issue was eventually successfully resolved.
Big5Casino - Player’s funds have disappeared.
Amount: €1,450
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have on 09.07. played in the casino and won € 750. After that I made a withdrawal request. All documents have been submitted by me. I have on 13.07. won another € 700 and then I put this on payment. Since my 1st payment was canceled, the € 750 was not transferred back to the account. On request, I was informed in support that I would have canceled this. I have not canceled any payouts unless this was done automatically with my 2nd payout. Nevertheless, the € 750 has disappeared. Where is the money?
here the proof: 750.00EURWithdrawal13-07-202015: 51: 255f06e37fed215rejected or canceledNone
700.00EURWithdrawal13-07-202015: 55: 095f0c83dd3fc8apendingNone
I don't get an answer to my emails and I am only put off by the support.
Please support.
Roswitha
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3 years ago
Dear Roswitha,
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 if you have redeemed any promotional offer when depositing funds into your account? If yes, please specify which exact bonus it was as I would like to check terms and conditions. Have you completed the account verification successfully in the past? 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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3 years ago
Translation
Hello Pertonela,
on July 9th I played with a bonus 25.00EURbonus09-07-202020: 50: 10. When it was finished, I was able to pay out my € 750 profit. On July 13th I played with a bonus 27.50EURbonus13-07-202015: 59: 30 and when it was played I paid my winnings of € 700. I have now completed the account confirmation, but you don't get any information. It all takes a long time.
Roswitha
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3 years ago
We are currently still waiting for an update on your case. I understand this can be frustrating, we are also quite unhappy there have been no new updates. Please keep in mind that these kind of delays can be caused by a heavy workload. We are very thankful for your patience.
I apologize for the long wait, however I can assure you that your winnings and verification process are being handled by highly experienced professionals, and you have nothing to worry about
Please keep in mind that we respect our players and would ever allow for anything to go wrong with your winnings
Das wurde mir soeben im Support mitgeteilt. Zu Ihrer Kenntnis.
Roswitha
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3 years ago
Thank you very much Roswitha for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Roswitha,
I'm taking over your complaint. I will now contact the casino and see if I can help.
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3 years ago
Thank you Roswitha for the emails. We would like to ask the Big5 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Roswitha,
There is a new contact person in the casino who will take over your complaint. I expect a reply soon.
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3 years ago
Translation
Hi Peter,
many thanks. I would like to mention that it is not possible to cancel a payment yourself, the system in the account does not allow this.
Thank you .
Roswitha
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3 years ago
We would like to ask the Big5 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Roswitha,
I was informed by the casino that they were very busy but would look into the matter soon. Since we've been waiting for quite a long time, I will mark the complaint unresolved. As soon as the casino will be ready to reply, it will be reopened and you will be notified.
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3 years ago
Dear Customer,
please be informed that we have investigated this matter for you and the findings are as follows:
you have requested your first withdrawal on 9th of July in the amount of €750. Following this withdrawal request we have requested KYC documents for your account verification as a standard procedure that we're obliged to complete before payment is sent out to your account. At that time your withdrawal request was still pending the successful verification.
On 13th of July, you played with €10 no deposit bonus offered on your account and climbed to a balance of €1025.46 and wagering requirements from this bonus completed 40%. In the logs it is visible that on that same day, you have cancelled your withdrawal request of €750 which resulted in your balance being €1775.46. Upon your new payout request attempt on the same day, since you still had active wagering requirements from the €10 no deposit bonus, and you have wagered only 40% of the bonus, you were able to request only €713.54 from which you have requested €700 and the rest you have played. With this action you have used our buy-off option which allows you to request a withdrawal even if you have not fully wagered your bonus.
How the buy off option works is explained in our bonus terms (snapshot below):
We hope that clarifies the matter and we also want to remind you that at this time your latest withdrawal request of €700 is still pending due to incomplete account verification. Our team has reached out to you already on 30 July 2020 and is awaiting your response. Once your account is verified we will be able to process the payment.
Kind regards,
Complaints team
Big5Casino
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3 years ago
Translation
Thank you first for this answer. I still don't see how to cancel a withdrawal. You can't do that in the account !! I now again sent all the required documents (after consultation with Stephan imChat). I hope that my payment will now be processed very quickly.
Thanks especially to Peter for his efforts.
Roswitha
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3 years ago
Thank you Big5 team for the explanation. Dear Roswitha, you are very welcome. Please let me know as soon as you receive your funds.
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3 years ago
Translation
Hello Peter, the following status: I have sent all the required documents to the casino. Screenshot of Ecopayz transaction to Condor Gaming, showing account information in the top right corner. (Since the provided ones are missing a transaction to Condor Gaming. You can do this by going to your transactions page and clicking your name in the top right corner.)
I did not make a deposit with Ecopayz, only with SOFORT Banking. I cannot understand this requirement. I communicated that to the casino.
700 € have been transferred back to my account, which I cannot withdraw for the following reason: The bonus conditions were not met!
You have requested a withdrawal. Since you have previously accepted a bonus, the minimum wagering requirements have not yet been met and the bonus is still active. For this reason, the maximum amount you can withdraw is € 85.87. You can only withdraw your entire balance if you have met 100% of the wagering requirements. If you still want to make your payout, your remaining balance and the minimum stake of the bonus will be set to 0, and a maximum of € 85.87 can be transferred to the outstanding payouts. You cannot undo this action. Are you sure that you want to have € 85.87 paid out and that this will also set your account balance to 0?
However, I used this bonus after my withdrawal request.
I just can't get my money.
Roswitha
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3 years ago
Thank you Roswitha for the update. Dear Big5 Casino team, could you please explain what is going on? I thought the player could use the buy off option.
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3 years ago
Translation
Hi Peter,
I had a transaction with EcoPayz in the casino. I have now sent a screenshot that shows exactly when and where I made this transaction. Now I get the following answer today:
Dear Roswitha,
Hope you are doing well.
Please be reminded that your Ecopayz screenshot needs to display a transaction to Condor gaming as well as your email. You can do this by going on your transaction page and clicking your name in the top right corner.
Have a nice day!
Let us know if you have more questions regarding your account, we are happy to help you!
Sincerely,
Emma
Big5 Players Support
Big5 Casino
I really don't know what this is all about now. In addition, I cannot filter this out in the Ecopayz account.
I don't know what that has to do with my current payout either.
Today I was able to re-apply for my payment without any problems. The bonus was gone now. Thank you.
So again just problems. !!!
I will email you the screenshot for your convenience.
Roswitha
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3 years ago
Dear Customer,
Thank you for your reply.
After checking your account we can see that on 30th of August 2020, mandatory 30 days for your account to be verified have passed. Allow me to inform you that, as per our Terms and Conditions, your withdrawal request has been declined and your winnings have been transferred to your balance. Since on 18th of March 2020 you accepted a no deposit bonus, there were still some wagering requirements left in the moment of transferring the winnings from declined withdrawal request to your balance. However we have cleared them for you and you were able to request new withdrawal in the amount of €700.
Regarding your statement that you do not see how to cancel payment request, please see the picture and short explanation below:
If you'd like to request a new withdrawal while you have a pending one already, you can click on the button "withdrawal" in the top right corner on your account and you will get a display you can see above in the picture. After the display appears, all you have to do is click on the button "cancel withdrawal".
In your previous replies you have also stated that you could not request withdrawal of your balance, since you have not met the bonus conditions. This actually is our buy off option. It allows you to withdraw the percentage of the wagered bonus. For example, if you fulfilled 20% of your wagering requirements, you can request a payout over 20% of your balance, but please keep in mind that the minimum withdrawal amount is €20.
After checking your account we can see that your account is now verified, all documentation that you have sent us has been reviewed and this process is done for the time being. This has been done on 4th of September. Following your account verification, your withdrawal in the amount of €700 was also approved and done on 7th of September. You should receive it shortly.
Kind regards,
Complaints Team
Big5Casino
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