Big Lucky Casino - Player's withdrawal wasn't successful.

I have won $7900 on BIGLUCKY. when I did my withdrawal few hours later they have sent me a email saying that my card had failed my bank card has never failed with other withdrawals on other casino sites. And was paid legit. But I find it very odd for them to email so fast on a big win like that and will not stop untill I get my winnings! I'd like this resolved please as they are quick to take but not wanting to give back? This needs to be sorted not just to aware myself but others to for fairness.

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Dear Joe_F,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you attempted to request another withdrawal, perhaps using an alternative payment method?
• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Joe_F,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru