HomeComplaintsBig5Casino - Player’s withdrawal has been delayed.

Big5Casino - Player’s withdrawal has been delayed.

Amount: €1,400

Big5Casino
Safety Index:Below average
Submitted: 21 Jul 2020 | Case closed : 05 Aug 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Austria is experiencing difficulties contacting the casino regarding her delayed withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I've heard the same problem from a lot of people! If you write big 5 an email then nothing will ever come back and I am waiting for my payment confirmation for your help

Automatic translation:
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4 years ago

Dear Evelin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process? Have you accumulated your winnings with or without active bonus? Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago

Dear Evelin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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