The player from Germany was experiencing difficulties withdrawing her winnings due to ongoing verification. The player decided to contact the casino's appointed ADR. Later, the verification process was concluded and the player's withdrawal request was processed. We closed the complaint as 'resolved' after the player confirmed she had received the payment.
Big5Casino - Player’s struggling to complete account verification.
Amount: €400
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
2 years ago
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2 years ago
Translation
I won 400 euros 2 weeks ago. I've paid in several times. Always different. Either with online banking or with Paysafe. I went to pay out and immediately took photos of the documents I needed at the casino and sent them away. After 2 days I asked if everything was complete. I then found out that I had to submit this via email. Which I did immediately. Since then I have been receiving an email every day about the documents that are still missing. At first the address was a problem. When I registered I was living in another apartment. Then the deposit. I deposited with Paysafe on September 5th. They wanted a photo. I have sent a screenshot of the deposit confirmation that I received by email. Then they wanted a copy of the Paysafe account, with name and address, etc. But no screenshot. PDF ... when I did that I waited another two days. Then came the message that they needed photos from the bank card. Once again I sent them again plus current bank statements. Which were also a problem in the beginning. They didn't accept a screenshot. You wanted everything in this PDF file. So once again I sent a bank card and account statements, a current invoice, ID card, everything complete again to be really sure that nothing is missing. Today I received an email again, my account number is incorrect. I used to deposit with a different account number. I said I changed banks in March. Therefore a new account number. But I have probably already paid into the casino with the new bank details. Apparently that wasn't a problem. Now I should go to the bank and have a certificate issued that my old bank account has been canceled. This has been going on for two weeks. When I send you the documents you need, you will think of a new chic one. I don't know what my bank draft 6 months ago has to do with my profit. I sent everything they asked for. It has been going on for two weeks.
Mfg Simone H ******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Simone,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have accumulated your winnings with a No Deposit bonus?
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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2 years ago
Translation
I deposited with Paysafe. I sent in all the documents on the first day. For over 2 weeks I have been sending documents away again and again. It's all right. I've won several casinos, but I've never seen a procedure like this. Now it's supposed to be a problem that I changed banks 6 months ago. They want proof from my previous bank that my old bank account no longer exists. I documented the bank statements and the bank card from the new bank and sent them away. What does my bank draft have to do with my profit?
In the meantime I've won at other casinos. It didn't matter which bank. I am desperate. The problem is, once you have this document you will need more documents. It's chicane, nothing more. You didn't ask about the deposits !!
The money is taken very gladly. But they also have to expect that they have to be paid at times.
Mfg Simone
Automatic translation:
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2 years ago
Thank you very much, Simi777, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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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2 years ago
Dear Simi777,
I’m sorry to hear that you’re experiencing issues verifying your account. I’ll contact the casino and see if I can help.
I would like to invite Big5 Casino to join this conversation and participate in the resolution of Simi777’s complaint.
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2 years ago
We would like to ask 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, we will close the complaint as ‘unresolved’.
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2 years ago
Dear Customer,
We apologise for the delayed answer.
After checking your account we are more than happy to inform you that your account is now verified! This has been done on 28th of September, and the moment it has been verified we were also able to process your withdrawal request. This means that on the same day an order fr payment has been made towards your bank account and by this time you should have already received your winnings. We would kindly ask you to confirm us that you have received your winnings.
Kind regards,
Big5asino complaints team
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2 years ago
Thank you, Big5 Casino team, for informing us. We’re glad to hear the good news.
Dear Simi777,
Could you please let us know whether you’ve received your winnings?
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2 years ago
Dear Simi777,
Have you received your winnings? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will assume that the issue has been resolved.
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2 years ago
Translation
In the meantime I have received the money. After 4 weeks back and forth. I contacted IBAS. After a month I got another email asking me to return some documents. A screenshot of the message I received from IBAS that they would accept my dispute was enough and my documents were complete. But 2 hours before they wanted documents that I had sent 4 weeks before. They want to delay the payment. Some give up at some point.
Automatic translation:
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2 years ago
Thank you, Simi777, for confirming and for using the Casino Guru resolution center. I’m sorry that the process was much more complicated than usual but I’m glad you’ve received your winnings. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
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