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
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