Complaint #57
Big5casino
Account verification
5 years ago
Good day,
i need help with a problem with Big5Casino.
On October 30, 2020, I deposited 25 euros with Paysafecard and received an 8 euros bonus. I played the bonus for free and then continued playing until I was at 1000 euros. I then gave this amount for payout. Immediately afterwards I turned to the chat to ask which documents are needed to verify my account. There I was told that I can only send documents if I am asked to do so by email.
After I had not received an email for three days, I contacted the chat twice and was then given an email address where I can send my documents.
I have sent a picture of my passport and a recent bank statement from the bank I want to transfer the money to. Usually, a bank statement also counts as proof of address.
2 days later I received an email stating that you need a current invoice and a photo with my credit card with the cvc code covered. Since I don't have a credit card, I informed them of this and only sent the phone bill. Then the next day I was asked that you also need the card. Since I only have a normal bank card, I photographed it and also sent it. That was 6 days ago and the account is still not verified. In the chat and with inquiries by email, I only get told that they are trying to verify the account as soon as possible and that it won't take long.
I ask you to help me in this matter so that the account is verified and my payment is processed, as I have the feeling that I will not get any further on my own
i need help with a problem with Big5Casino.
On October 30, 2020, I deposited 25 euros with Paysafecard and received an 8 euros bonus. I played the bonus for free and then continued playing until I was at 1000 euros. I then gave this amount for payout. Immediately afterwards I turned to the chat to ask which documents are needed to verify my account. There I was told that I can only send documents if I am asked to do so by email.
After I had not received an email for three days, I contacted the chat twice and was then given an email address where I can send my documents.
I have sent a picture of my passport and a recent bank statement from the bank I want to transfer the money to. Usually, a bank statement also counts as proof of address.
2 days later I received an email stating that you need a current invoice and a photo with my credit card with the cvc code covered. Since I don't have a credit card, I informed them of this and only sent the phone bill. Then the next day I was asked that you also need the card. Since I only have a normal bank card, I photographed it and also sent it. That was 6 days ago and the account is still not verified. In the chat and with inquiries by email, I only get told that they are trying to verify the account as soon as possible and that it won't take long.
I ask you to help me in this matter so that the account is verified and my payment is processed, as I have the feeling that I will not get any further on my own
Big5casino Complaint Stats
Resolved
56 / 67
Avg. Amount
$1,701
Avg. Complaint Duration
8 days
Avg. Response Time
3 days
Big5casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 56 out of 65 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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