The player from Germany has requested withdrawal two weeks ago. It has been pending since due to incomplete account verification. Casino stopped responding and they gave us no explanation.
Hello
I have been waiting for my verification and thus for my payout since April 29th, 2021.
I have already written to Big5Casino's support several times, but I always get held up with almost the same answer.
What can I do?
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.
Have you been advised what specifically seems to be a problem in verifying your account?
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. 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 it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Hello and thanks for the quick reply.
I have been waiting for my verification since April 29th, 2021!
My verification number: [3CA-281D9B9F-022B]
It has not yet been completed!
As long as my verification is not completed, my payout will not be processed!
I have not yet seen that verification takes so long.
I am also registered at other online casinos and the verification there usually took 1-3 days!
It's already been 15 days at Big5Casino !!
I hope you can help me.
If you need other documents as a certificate, I will be happy to provide them.
Kind regards, Patrick M ***
Thank you very much, Patrick, 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.
Hello Patrick,
I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
Dear Customer,
Kindly be informed that your withdrawal request is still pending because document verification is still in process.
Due to the sensitivity of these cases, limited information is provided by our legal department. I will kindly ask you to wait for our legal team's conclusion. We do understand how inconvenient such situation can be, however, we do take our terms and conditions very seriously, so all the necessary checks have to be made.
I will be able to answer your questions the moment we receive more information from our legal department. Until then, I am left with no choice but to ask you for a little more patience
Best regards,
Big5Casino complaints team
Always these automatic answers.
I got this answer 3-4 times in the same or similar way !!
Cheek !!!
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, we will close the complaint as ‘unresolved’.
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can ask to reopen this complaint anytime.