Big5Casino - Player’s withdrawal has been delayed.

Hello,

I won 8387 euro on 09.01.2023. I verified my account and received some of my payments but veeeeery slow. They kept delaying my payments without reason.

They still need to give me 3k euro, I made another withdrawal in august but nothing. I tried with another site to create a complaint but nothing. The casino said " the player has initiated a withdrawal request of €1000, which is presently in a pending status. With that being said, It's essential to highlight that our team adheres to a comprehensive review and verification process upon reviewing withdrawal requests, following our internal procedures." after months of waiting...

I can send the link from my previous complaint.

Thank you!

Dear Elias044,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your withdrawal request has been pending since August? Could you please post a screenshot of your withdrawal history here?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina!

Yes, my withdrawal is still on pending. I think I used a bonus but Im not sure of that. Its been a long time since I played so I dont know.

Best regards,

Elias.

Thank you very much, Elias044, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Elias044,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Big5Casino representative to join this conversation and participate in resolving this complaint.

Dear Big5Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the 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’ which may negatively affect its rating.

Dear all,

Thank you for bringing up your concerns regarding the player's pending payout.

Firstly, we appreciate the player's patience and understanding as we implement our enhanced reviewing procedure. The primary purpose of this procedure is to ensure the safety and security of both our players and the integrity of our gaming platform. While we understand that it may lead to some delays, please rest assured that it is an essential step to uphold the highest standards of operation.

We are aware that the standard checks performed by our relevant department have been completed successfully. However, the reason for the continued delay in processing the payout is due to a specific condition outlined in our General Terms and Conditions under Section 93, which is related to our Anti-Money Laundering Procedures. The relevant section in question reads as follows:

"No withdrawals shall be accepted from the accounts if a period of three (3) months has elapsed from when the last successful deposit was made. In such cases, a new minimum deposit will be required."

In this case, our records indicate that the player has not made a successful deposit within the past three months. As per the terms stated, in order to proceed with the payout, a new minimum deposit is required. Once the required deposit is placed, we will be able to process the payout without any further difficulties.

We understand that this policy might be an inconvenience at times, but it is a vital component of our commitment to maintaining a secure and compliant gaming environment for all our players. Rest assured that as soon as the player makes the necessary deposit, we will expedite the release of their pending payout.

In case you require any further information related to this case, please do not hesitate to contact us.

Sincerely,

Big5Casino Complaint Team

Dear Big5Casino,

Could you please provide us with the player's cashier and bonus history?

You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

We would like to ask the 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’ which may negatively affect its rating.

Dear Elias044,

I am trying to get in touch with the casino internally. I will extend the timer by additional seven days to see what can be achieved.

Your patience is much appreciated.

Kind regards.

Stefan

Dear all,

We would like to address the situation with the payout in question. 

First and foremost, we understand that the player might be disappointed by the decision not to process his payout at this time. However, our decision is based on our general terms and conditions. 

Particularly, one of the key conditions outlined in our Terms and Conditions is that no payout shall be processed if a player has not placed a single deposit in the past three months. 

In this regard, we are specifically referring to the term under the "Withdrawal Requests" section (article 93), which can be accessed at the link below:

https://www.big5casino.com/en/terms

This policy is in place to ensure the fair and responsible operation of our platform. The requirement to make a deposit in such situations applies to each and every payout request, regardless of whether the winnings were obtained with or without bonus funds.

We understand that this may be disappointing to the player. However, to maintain a consistent and fair policy for all of our players, we must uphold the terms and conditions uniformly. Exceptions would compromise the integrity of our platform and create an inequitable environment for all players.

If you have any further questions, please do not hesitate to get in touch with us.

Sincerely,

Big5 Casino Complaint Team

Dear Elias044,

Since you haven't deposited for almost a year and you are still profiting from a deposit bonus, I recommend you to deposit a minimal deposit and wager it one time. I know this isn't user friendly, but as the amount needed to deposit is significantly lower than your withdrawal request, this shouldn't be a problem.

Please let me know what was your decision. I am looking forward to your response.

Kind regards,

Stefan

You are right sir Stefan. Thats what I did now, made a deposit of 10 euro and wagered it once and made another withdrawal. I hope they can move fast and not delay payments like they did months ago.

Dear Big5Casino,

As the player has fulfilled your requirements, could you let us know once the player gets paid?

I am looking forward to your response.

Kind regards,

Stefan

We would like to ask the 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’ which may negatively affect its rating.

Dear Elias044,

Did you manage to receive the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear Elias044,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

We would like to inform you about the current status of the player's payout request.

We have successfully received the required deposit from the player's end, and the payout in question is currently undergoing our standard verification checks. These checks are part of our routine procedures to ensure the security and integrity of all transactions.

Please be assured that these verifications are conducted to uphold the highest standards of safety and compliance. While we understand the anticipation associated with payout processing, we want to emphasize that this is a standard procedure.

Our team is diligently working to expedite the verification process, and we remain committed to providing the player with timely updates on the status of the payout. 

Best regards,

Big5 Casino Complaint Team

Dear Big5Casino,

Do you require any documentation from the player?

Thank you very much in advance for providing the information.

Dear all,

After a thorough review of this case, we want to assure you that we currently have all the necessary documentation from the player's end. Our standard checks are underway, and our dedicated team is working diligently to expedite the process as much as possible.

We understand the importance of a swift resolution, and we are making every effort to ensure prompt feedback. Rest assured that we will keep the player updated on the progress and provide them with timely information regarding the status of their payout.

Sincerely, 

Big5 Complaint Team

Dear Big5Casino,

Thank you for your response and the information provided.

Please, keep us updated regarding the matter.

Thank you very much in advance for providing the information.

We would like to ask the 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’ which may negatively affect its rating.

Dear all,

We appreciate your continued patience and understanding regarding this case. We want to provide you with an update on the current status.

As of now, our dedicated team is actively engaged in finalizing the standard checks for the player's case. While we understand the importance of a swift resolution, we regret to inform you that there are no new updates available at this moment.

Please be assured that we are committed to expediting the process and ensuring that all necessary checks are completed with the utmost diligence. We recognize the inconvenience this may cause, and we sincerely apologize for any frustration or inconvenience the player may experience.

Rest assured that we are closely monitoring the progress, and we will keep you informed as soon as there are developments in this case. 

Best regards,

Big5 Casino Complaint Team

Dear Big5Casino,

Thank you for your response and the information provided.

Do you have any news regarding the matter?

I am looking forward to your response.

We would like to ask the 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’ which may negatively affect its rating.

Dear all,

We are sincerely sorry for the delay the player has experienced with the payout in question.

However, our relevant department has confirmed to us that the payout was successfully processed from our side, and should already be visible on the player's bank account.

Best regards,

Big5 Casino Complaint Team

Dear Big5Casino,

Thank you for your response and the information provided.

Hello Elias044,

Did you manage to receive the funds in your bank account?

I am looking forward to your response.

Dear Elias044,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.