Big Thunder Slots Casino - Player’s withdrawal has not been processed.

I played and won £204 and withdrawn, I sent verification documents but the only thing that wasn't approved was the photo of the card I paid with. They send it wasn't right so I sent it again with all conditions covered, not showing middle 8 digits, it's now been verified and all looks OK. However my withdrawal has been pending for 4 days and they're not replying to my emails. I also deposit today and won £40 but my option to withdraw disappeared, I ended up spending it on the site but I found it unfair that I wasn't able to withdraw it. They're still not getting back to me, there's no live chat or number to call either.

Dear padgey1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

Do I understand correctly that your latest withdrawal is still pending and you lost the newest winnings? Have you made any successful withdrawals before?

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

Hi, I have not made any withdrawals before that one, I did lose my current winnings as I was unable to withdraw. However my original withdrawal has now been processed. Thanks for your help

Thank you for your reply, padgey1985. Unfortunately, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Furthermore, do I understand correctly that you have already received the winnings? Can we now close this complaint?

Yes that's fine and completely understand. Please close the complaint, thanks again!

Dear padgey1985,

Since the issue with the delayed payment has been resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru