BigFafa Casino - Player's withdrawal is delayed.

Played at bigfafa casino. Multiple deposits. Fully verified. Requested withdraw of EUR 1250 (from total balance of approx 3300) on 19 Dec 2023, still pending on 04 Jan 2024. Contacted support multiple times via email (live chat is always un-manned), only ever received a single response on 28 Dec 2023 stating withdraw would be paid in "24 to 48 hours". My last 4 emails have been ignored.

Hello luckybrain,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BigFafa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello Nick

Account was confirmed as verified on 28 Dec 2023.

All deposits / play / winnings were all real money. I never accepted or received any bonus.

Last communication from Bigfafa was an email received 04 Jan 2023, pasted below with operatives name removed. Transaction still pending.

>>> EMAIL <<<

Hello,

I trust this message finds you well, I hope this email finds you well. I sincerely apologize for the late response. I wanted to provide you with an update regarding your withdrawal request.

Due to the recent completion of the full verification of your account, which was finalized on 12/28, coupled with the fact that withdrawals are processed exclusively during business days, and considering the holiday period, please be assured that your withdrawal will be processed shortly.

We appreciate your patience and understanding during this time. If you have any further questions or concerns, please feel free to reach out. We are here to assist you.

Thank you for your cooperation, and we wish you a wonderful day.

Thank you luckybrain for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you luckybrain 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!

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.

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