BigFafa Casino - Player lost access to his account

transfered money to this app. Now says no account?????

Dear grantpioneer,

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 you were a casino player and when exactly you made the deposit? Do you have confirmation from the casino that the deposit was made and that your account was created? Could you please advise if you contacted the casino about the issue? What was the response?

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

Dear grantpioneer,

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.

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.

We decided to reopen the complaint after we received the following message from the player:

"Good morning can you please tell me why i am having so much problems trying to withdraw some of my winings"

Dear grantpioneer,

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

• Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? Please understand, without verifying your account, you won’t be entitled to any withdrawals.
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

good morning 2 weeks ago i put in a request to withdraw part of my winnings . i took all the pics ect to get the money waited the week and nothing happened so i did the messaging back and forth with stephen and he said he was going to get it expedited that was a week ago and now he wont awnser the messages i have been sending when i try to withdraw the money i just get a spinning thing saying wait i waited for half hour and still nothing thanks grant

Ok

Has there been any update regarding the withdrawal of your winnings? When did you last time receive an update from the casino?

Still can’t withdraw money just get the spinning wheel. Been like that for 2 weeks now

Let’s me play let’s me deposit. But won’t let me withdraw can you please manually do it

still wont work whats going on at your end

Thanks for your message.

Please understand we are not employees of the casino, but we are an independent online casino database that acts as a mediator in resolving players’ disputes.

Did you ask the casino to manually process the withdrawal? What payment method are you trying to use for withdrawal? Is your casino account verified? What response from the casino have you received so far?

I'll await your reply.

Dear grantpioneer,

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.

yes i asked for it to be manually done 3 weeks ago and a few times inbetween to my bank card as they told me they could not do credit cards at that time yes it is verified and they will not get back to me

Thank you very much, grantpioneer, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you grantpioneer for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BigFafa Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

thank you

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.

ok thank you

+

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter