The player is struggling to contact casino support regarding her delayed withdrawal. The issue was successfully resolved, the player received her funds.
Big5Casino - Player’s having difficulties withdrawing her winnings.
Amount: €180
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
Public
Public
3 years ago
Translation
Dear Sirs and Madames
I would now like to describe my concern to you.
I ordered a payment of my profit of 180 euros on 2.04.2020.
Uploaded the necessary documents.
Now everything was complete, so I thought nothing would stand in the way of my payment.
I write to support several times a week and there is always one sentence: Please be patient Your account will be checked.
Now that it has been the same answer for over 4 weeks, I ask you to help me with my request.
With friendly greetings
Melanie
Automatic translation:
Public
Public
3 years ago
Dear Melanie,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, please could you confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification yet?
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,
Kristina
Public
Public
3 years ago
Translation
It always means that my account is still under review but has been for 4 weeks.
And as soon as I had paid in, I had paid 10 euros and this payment resulted in a profit of 180 euros 
Edited
Automatic translation:
Public
Public
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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hi Melanie,
I looked at your case and will now contact the casino. We'll see what can be done.
Public
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3 years ago
Translation
As I said, when I contact them I always get the same message. It has recently been checked. Suspicion of a double account. This is your new excuse. I know 100% that I definitely have not registered twice.
Edited
Automatic translation:
Public
Public
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.
Public
Public
3 years ago
Hi Melanie,
I was promised the casino would try to reply to the complaint by the end of the day.
Public
Public
3 years ago
Translation
Hello so I can tell you that big 5 casino paid me my winnings this week.
Edited
Automatic translation:
Public
Public
3 years ago
Hi Melanie,
That's good news. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. 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
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