Big5Casino - Player’s withdrawal request has been delayed.

I have been waiting for withdrawal since 05.04, each time casino keeps telling me that the withdrawal was processed but it's just a lie. I asked casino to send me the proof of payment but they don't want to.

It's almost one month and I still haven't received money.

Dear tomoloko,

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 confirm that you have passed the KYC verification?
• Did you accumulate 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,

No, it was my first withdrawal. KYC Verification has been 100% successful. I haven't activated or used any bonus.

Thank you for your reply, tomoloko. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

The withdrawal status is approved.

They keep sending the same since one month.

‚Kindly be informed that this delay was certainly not intentional. The last thing we want is to cause our players any inconvenience.

This issue is being looked into and we will do best to resolve it for you as soon as possible. Until then, I am left with no choice but to ask you for a little more patience.

Thank you for your patience and understanding!

Let us know if you have more questions regarding your account, we are happy to help you!’

Thank you very much, tomoloko, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi tomoloko,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Big5Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear all,

Thank you for bringing the concerns about the player's payout to our attention.

We understand the importance of timely payouts, and we apologize for the delay the player has experienced.

However, we have received a confirmation from our relevant department that the payout was successfully processed, and it should be visible on the player's account by tomorrow.

We appreciate your understanding and cooperation.

Sincerely,

Big5 Casino Complaint Team

Thank you for the reply, Big5Casino.

Dear tomoloko, based on the information from the casino representative, your withdrawal request was processed. please, let us know as soon as you receive your winnings. Hopefully, it won't take a long time.

Dear tomoloko,

Have you received your withdrawal from the casino yet?

Dear tomoloko,

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.