HomeComplaintsBigFafa Casino - Player experiences game access issues.

BigFafa Casino - Player experiences game access issues.

Amount: 300 R$

BigFafa Casino
Safety Index:Below average
Submitted: 14 Mar 2024 | Case closed : 15 Apr 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from Brazil had not received a prize from the Bigfafa game and was subsequently unable to access the game. Despite our attempts to gather more information and extend the response time, the player had not provided the necessary details for further investigation. Due to the lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint.

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8 months ago
Translation

I have not received my prize and I can no longer access the Bigfafa game

Automatic translation:
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8 months ago

Dear Marciaivan32,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BigFafa Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long have you been a player in the casino?
  • Have you contacted casino support regarding the issue? What response have you received?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas


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8 months ago

Dear Marciaivan32,

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.

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8 months ago
Translation

I've only recently started playing and there are no valid means of support within the game, neither chat nor Hotmail, nor telephone, nothing works.

Automatic translation:
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7 months ago

Could you please share a screenshot of your withdrawal request as it appears in your casino account?

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7 months ago

Dear Marciaivan32,

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.

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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