2 years agoOriginalTranslation
For almost three weeks I have been waiting for my winnings of 400 euros to be paid out. Every day I get a new email that some document is missing. For over 2 weeks I have had nothing else to do than get and send any documents. 10 times each document. Now when I thought it was all complete they want a certificate from my old bank that my old account has been closed. I changed my bank in March of this year. I don't understand what my bank draft has in common with my profit. They gladly took the money from my new account. Endless chicane.
Automatic translation:
Big5Casino
2 years ago
Dear Simi777,
Thank you for taking the time to leave this review.
We are sorry to see that it took three weeks for your payout to be processed.
I assume that this was due to your verification process and I'm sorry that it took longer than usual as if we receive all documents that we need from our players our verification takes a much shorter time.
Since we are a licensed casino due to strict anti-money laundry procedures we need to request certain kinds of documents, but we always explain in detail what we need.
Also, all documents that we are requesting from our players are in line with our Terms and Conditions, and they need to be provided to us so we could be able to process the payout.
The account verification procedure is not only there to ensure our customer's safety and security but it is also required by our gaming license provider as mentioned before.
Since we are not able to check your account if you have any questions please do not hesitate to contact us over our e-mail support@big5casino.com and our customer support department will be more than happy to assist you.
Best regards
Customer experience team
Thank you for taking the time to leave this review.
We are sorry to see that it took three weeks for your payout to be processed.
I assume that this was due to your verification process and I'm sorry that it took longer than usual as if we receive all documents that we need from our players our verification takes a much shorter time.
Since we are a licensed casino due to strict anti-money laundry procedures we need to request certain kinds of documents, but we always explain in detail what we need.
Also, all documents that we are requesting from our players are in line with our Terms and Conditions, and they need to be provided to us so we could be able to process the payout.
The account verification procedure is not only there to ensure our customer's safety and security but it is also required by our gaming license provider as mentioned before.
Since we are not able to check your account if you have any questions please do not hesitate to contact us over our e-mail support@big5casino.com and our customer support department will be more than happy to assist you.
Best regards
Customer experience team
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