The player from Germany has been struggling to withdraw her winnings for more than two months. It's because of having multiple accounts.
Big5Casino - Player’s withdrawal has been delayed.
Amount: €600
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
3 years ago
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3 years ago
Translation
More than 2 months ago I applied for my winnings to be paid out, submitted all the required documents and have been put off again and again when asked.
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3 years ago
Dear Claudia,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that your account hasn’t been verified yet? Have you received any funds in the past or this were your first withdrawal request? Is the withdrawal still pending inside your account without being processed?
If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Thank you very much, Claudia, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
Hello Claudia,
I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?
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3 years ago
Dear Customer
Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.
The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47)
As per our internal procedure, a KYC verification was requested from both accounts.
The connected account was requested KYC on 8th of June 2020. By today’s date, we have not received further response from the customer.
Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.
(https://www.big5casino.com/en/terms ; Multiple accounts – article 49)
All of the proofs from our system has been shared with CasinoGuru complaints team to support above claims and we will be awaiting the resolution here.
Kind regards,
Big5Casino Complaints team
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3 years ago
Translation
I can confirm that I only have one account with big5 and can not understand that you have to work with such means in order not to have to make a payout. The only thing that can be that I have a different address since 3.8.2020 and that is given and even submitted my registration certificate from the resident registration office
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3 years ago
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When I asked again, I received this email
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3 years ago
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On August 11th, 2020 I had to re-register and when I wanted to pay out money I sent it together with my documents, the re-registration certificate
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3 years ago
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I was still playing at the beginning of August and then my casino balance increased to 600 euros after which I think I paid out on August 4th, 2020. Unfortunately, I can no longer say exactly because my account is blocked
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3 years ago
Claudia, I'll set the timer to 7 days for Casino because we are investigating your case. Please, be patient and I'll update you when we make some decision.
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3 years ago
Dear Claudia,
Casino provided relevant proof that there are multiple accounts from the same IP what is forbidden. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.
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