Big5Casino - Player's withdrawal is delayed.

Hello. Crazy casino! They verified my account 2 weeks ago! My 4000€ are still pending for withdrawal! I keep contacting them time to time and today I have found out my case is special and I have to wait more! They can’t say me anything more! They made me feel like I did something bad! I had uploaded all the documents they asked for, they verified my account! And still telling me that my case is special! Incredible!!!!

Dear sfera345i,

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. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post here a screenshot of your withdrawal history.

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

Hi. The withdrawal is still pending! Wasn’t the bonus money to wager! They keeping telling me that the withdrawal is under review and my account had been verified long ago

I’m absolutely disappointed and can’t understand what is going on? They don’t even let to use their website while the withdrawal is pending! Doesn’t make any sense for them to keep customers happy!

Thank you for looking at my case I really appreciate it! Their behaviour is very frustrating and I wish to inform other players to be careful with them. Today on live chat they sad I should not be worried as they are working on my withdrawal but at the same time never gave me any time frames

Thank you very much for your reply, sfera345i. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina. Sure I will send an email

Unfortunately, I have not received any emails from you yet. Could you please forward everything to me so we can proceed with this complaint as soon as possible? Thank you in advance.

Dear sfera345i,

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.

Hi Kristina

I’m really sorry for be quiet. I was dealing with them myself. I have to say I still didn’t get my withdrawal even so it is approved 3 days ago. I got contacted by manager on WhatsApp.. I have to say he can’t do much just updating me with new information… After withdrawal was approved I didn’t get any email. But manager said it will be split payments…. They transfer me a 1000€ now which I don’t have proof about as haven’t received any money and then every 7 days next payment! Crazy!

So dear Kristina let me see what gonna happen. I’m waiting for money to receive and waiting for an email with explanation. I kind of have feeling that all this behaviour is very weird.

Do you see the withdrawal request somewhere in your withdrawal history? Was the first amount deducted from your balance?

There is in the wallet history approved withdrawal. 23rd of August they have sent 1000€ and I still haven’t received it. Today are 6 business working days already since that

I’m absolutely mad about this casino! Today on live chat they sad that my withdrawal is cancelled because I didn’t meet wagering criteria but I didn’t even had any bonus to wager. I don’t see any returned balance on my account so. I have no idea what these guys are smoking there😡 All information all over the place so shady casino

Could you please forward all the most recent communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina. I have forwarded to you some emails

I’m here now really want to scream to be aware of this casino! I’m more than sure that all the good reviews about them are fake! They tricking out the people with different nice emails to stretch the time for you to give up to fight for your winnings! They are also can change around all the deposit and bonuse amounts! They can change your play history! They just do whatever they want against customers rights! I won all together 7000€! 4000€ got approval to pay out and I had never received any penny! I had deposited 50€ without bonus after that and won more then 3000€ … for that they had changed my all play history and told me that I did play with big bets what I didn’t and discarded my 3000€ withdrawal! They don’t give the proof of payment for my bank and keep asking me for new bank statement after being verified! Impossible scam! In this casino the customers don’t have any right and I wish it will be closed by legal department! It is making me feel so bad… imagine…. They can change all your numbers on your account! I wish someone can let me know the contact of the highest department were I can report them! This casino must be closed! Be aware please as all the good reviews are not real! My biggest point to make this decision about this guys was that they asked me my bank statement in full pdf format! …. Normally this is illegal for proof your identity! It isn’t loan or mortgage! It is casino where you have to verify your identity, address and bank details! 😱😱😱😡😡😡😡😡😡😡

Thank you very much, sfera345i, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you Kristina

Hello, sfera345i,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, first, I would like to explain a few things regarding your posts.

• It is not only in the casino's hands after it approves your withdrawal, but it could be impacted also by external processes on its payment providers/processors, or even your bank
• Online casinos have the right to request such documents upon additional verification at any time if they are not sure about personal details in a player's account or need to verify anything to be sure about the data used or filled out by the player
• Those are common and industry-standard rules, and if the casino requests an additional document from you, we recommend providing it to the casino, since there is no other option for how to proceed - otherwise, how do you please imagine verifying your payment method/deposits made to the casino/non-credited payment/payment method ownership, if you do not share your bank statement with them?
• The casino needs an official bank statement to verify it, which is a common thing required in .pdf format + unedited/unmodified, and to confirm the payment in question was not credited, so they can start investigating it on their side; so there is likely no other option than to provide it to the casino

Therefore, if the casino requests any additional documents from you (unless it is really not anything that does not relate to your identity or transactions made to/from the casino), we strongly recommend you provide them to them. Once you provide them with the requested bank statement, they should provide you with "MT103" number. Or, is there any special reason why you refused to provide the casino with the bank statement?

If we are not able to resolve the matter with the casino here or they do not respond at all, then we will provide you with instructions on how to consult the ADR or a gaming authority directly.

Now I would like to invite Big5Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Big5Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Have any of the complainant's winnings been confiscated? If not, what is the estimated time frame for processing the withdrawal in question, or what needs to be done on the user's side to speed the process up? If yes, and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello

I have provided another bank statement with no problem on Monday 11th of September! 1st payment they processed 23rd of August and I haven’t received it still, this why I have sent them another bank statement to proof that money are not on my account from them. Then I got another email saying that they made another 1000€ payment on 9th of September and I haven’t received it as well yet! I have all the documents approved and have nothing to hide! So if they keep repeating, that the payment from their side was gone 23rd of August I have a right to ask for MT103 already! As I’m not even able to contact my bank without it! My account manager doesn’t even reply to me few weeks already!

Alright, sfera345i. Thank you for the update.

So, now let's wait for the casino's 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.

Thank you

Dear sfera345i,

Since I am still in contact with the casino representative outside of the thread, and I was told they are trying to collect all the requested details for us, I am extending the timer by an extra 7 days.

However, please note that if the casino does not provide us with the relevant details and/or evidence until the current timer expires, the complaint will be closed in accordance with the information stated in my previous post.

Thank you for your patience and understanding.

Dear sfera345i,

Thank you very much for your email and the update provided.

I am glad you received the first €2,000 from your disputed funds. Good to see some progress here.

Since things finally moved forward and it seems like our contact person is in contact directly with the casino, which likely helped us, I would like to give the casino some more time to provide us with the necessary information and explain the situation (unfortunately, it has not been done yet, and I am still waiting for the details) or process a withdrawal of the rest of your disputed winnings.

However, let's please first clarify the disputed amount. In your email, you mentioned €5,000, from which the first €2,000 was successfully paid out, but the disputed amount of the complaint was set up to €4,000. I can see on the screenshots above that at the time you already had a pending withdrawal of €4,000 in your cashier, there were no other funds available in your account, or at least it looks like that in the screenshot.

Can you please state what was the disputed amount before receiving the payment of €2,000 and what is the current disputed amount after that €2,000 was paid out?

Thank you very much for resolving my claim

I’m sorry to confuse you The another 1000€ is just new still pending withdrawal from 3 weeks ago.

Happy enough I received 3000€ from 4000€ . Waiting for another 1000€.

Thank you very much for the update and confirmation, sfera345i.

So, the disputed amount will remain unchanged for now, and we are waiting for the last 1,000€, right? Or, is there a new withdrawal request of 1,000€ on top of the disputed 4,000€?

At this point, I sincerely believe it should only be a matter of time before the last payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update. If there is no progress for a longer time, I will ask the casino for an update again.

Please let us know as soon as you receive the payment.

Hi

You are absolutely right! Just 1000€ left to receive from 4000). And 1000€ new pending withdrawal!

Thank you

Thank you for the clarification.

Since things moved forward just recently, as I mentioned, let's please wait for the last payment and provide the casino with several business days to process the transaction. Now I will extend the timer for you and will wait for an update in accordance with the information provided in my previous post.

I sincerely believe that your next post will be a confirmation of the successful credit of the last payment to your payment method.

Please note it is not necessary to reply earlier than you receive the payment or if there is no progress, to inform us about it before the timer expires.

Looking forward to hearing from you.

To whom it may concern,

Thank you for bringing up your concern regarding the delayed payout. Please accept our sincere apologies for any inconvenience caused by this.

We would like to confirm that our financial department has detected an issue with the processing of the mentioned payout, and they have now processed it again fully. With that being said, the player can expect the funds shortly.

Furthermore, the player currently has one pending payout request, which was made yesterday. However, this request still needs to undergo the standard reviews and checks.

Best regards,

Big5 Casino Complaint Team

Dear Big5 Casino Complaint Team,

Thank you very much for your reply and explanation.

Let's please wait for the player's confirmation of the successful payment or an update in a few days.

I sincerely believe the complaint can be closed as resolved soon.

The 1000€ withdrawal request is pending from 15th of September. I have uploaded the proof of that here. So it is nearly a month of pending withdrawal request, not yesterday how you have mentioned. And still another 1000€ payment is pending from 4000€ requested in August. Hope you will be more fair to the players in the future.

Regards

Dear sfera345i,

Thank you for the update and confirmation of the pending withdrawal.

Although the casino's Terms and Conditions and/or FAQ section state that the casino is not liable for any additional processing times caused by 3rd party payment providers/processors, they also state that the withdrawal requests should be processed immediately, or that it should be done within 12 hours. Currently, your withdrawals have been taking really longer than usual standard processing times even if there were any technical issues (the last withdrawal has been pending for almost a month for approval/to be processed). In addition, I even found a rule saying that the casino can decide not to pay the whole amount at once, but only if the amount is 5,000 € or more per month. So, under standard circumstances and according to the casino's own rules, the player should be allowed to withdraw any amount less than 5,000 € at once per month. It is nothing extra and it is below an average industry standard, at least it is stated in the casino's Terms and Conditions. On the other side, it looks like the casino does not comply with its rules, and it breaches its own Terms and Conditions in several ways.

So, this is what I recommend now - since we know things moved forward recently (despite the significant delay, 3/4 of the original disputed funds have been paid out), and there was an issue with the withdrawals processing, which should have been solved and fixed, I believe that it will be a matter of time until the last 1,000 € from your August withdrawal is credited to your payment method. Although we are talking about another pending withdrawal of 1,000 € from September, I would like to extend the timer for a longer period, let's say by another 2 weeks, or until the end of October, and then we will proceed according to the update you will provide.

However, if nothing changes until then (after the longer timer expires), we will think about complaint closure - as unresolved, with a penalization on the casino's rating.

Do you please agree with my suggestion?

Sure Branislav

Thank you for your cooperation, appreciate it

By the way I have received today the last 1000€ from 4000€ finally!

Good to hear such great news!

Alright, sfera345i. Now I will extend the timer for you until the end of October, and we will wait for the last payment since it seems it will take longer until it is completely processed and credited to your payment method.

Nothing happens if you do not reply until the timer expires. It will be extended automatically, with a system post added here in my name, so another 7 days will be available to respond, while you will be notified about the timer extension via email. Then we will proceed in accordance with the information from my previous posts.

Do not hesitate to inform us as soon as you have any updates or receive the payment.

Looking forward to hearing from you.

Dear sfera345i,

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

Hello

I'm sorry for the late reply

I still didn’t get 1000€ payment. I had received email 10days ago that payment had been processed and money will be at my account 1-2 days…. Still not there. I have to say that very much disappointed with Big5 casino.

Dear sfera345i,

Thank you for letting us know.

In the meantime, I was informed that the casino representative had been out of the office due to vacation, so they could not fully devote themselves to the matter. Therefore, although I understand your disappointment, I will extend the timer for the casino representative once again, and wait for an update. At least the casino will be informed about it, and we do not lose anything.

So, let's wait for what we will find out, and will proceed further accordingly.

Thank you very much for your patience and understanding.

Dear Big5Casino team,

Can you please provide us with an update regarding the player's last withdrawal? When can she expect the payment to be fully processed and credited to her payment method?

Looking forward to hearing from you.

Dear all,

Thank you for bringing up your concern regarding the player's withdrawal.

We would like to sincerely apologize for the delay in the processing of the payout, and any inconvenience this may have caused to the player.

However, we have received a confirmation from our relevant department that the payout has been processed again in full, and should reach the player shortly, if it has not already.

Kind regards,

Big5 Casino Complaint Team

Thank you for help!

I have received all the payments

Great news!

Thank you, sfera345i, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you too, Big5 Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru