Complaint #60
Big5casino
Deceived by applying wrong terms and conditions
5 years ago
Hi,
This is my second complaint with this casino, I have tried to resolve the matter via email at-least 4 times but I have had no luck.
The casino claims that there is a 10 % withdrawal charge from their casino when the withdrawal is done via bank wire transfer.
This is clearly a false claim and representation as stated in their terms and condition term 90, the term is attached by picture.
https://www.big5casino.com/en/terms
Referring to my first complaint , https://www.askgamblers.com/casino-complaints/big5casino-delayed-payment-and-no-further-communication ,
On October 29,2020 , they stated "Please be informed that we have noted on your account that you want your future withdrawals to be paid out on your Ecopayz account which will our Finance department take into consideration with your each new withdrawal request."
When I asked the casino representative regarding this current withdrawal, their response was "Please note that you have requested a pay out of a larger money amount and due to the Anti Money Laundering regulations, the only way to transfer your funds was via bank transfer."
I will include my correspondence for Askgamblers. You can clearly see that they are not following their own guidelines.
They casino charged me 10 % (roughly 306.50 euros, amount contested) of my withdrawal when it was sent to me via bank transfer. I would agree with a 10 % charge if my funds were sent via e wallet, but they were not.
I would like to also mention term 90 is very written very vaguely and quite difficult to understand.
I would also like to add that my first withdrawal, from my previous complaint, was sent to me via bank transfer, I was NOT charged 10 % , but only a banking transfer charge ( under 50 euros perhaps).
I did not want open a complaint for this issue but they are not following their own guidelines, and after requesting it nicely they still claim they can charge 10 %.
I would like my 306.50 euro sent to me, without any charges or bank charges as I have already been charged for this current withdrawal.
Thank you
This is my second complaint with this casino, I have tried to resolve the matter via email at-least 4 times but I have had no luck.
The casino claims that there is a 10 % withdrawal charge from their casino when the withdrawal is done via bank wire transfer.
This is clearly a false claim and representation as stated in their terms and condition term 90, the term is attached by picture.
https://www.big5casino.com/en/terms
Referring to my first complaint , https://www.askgamblers.com/casino-complaints/big5casino-delayed-payment-and-no-further-communication ,
On October 29,2020 , they stated "Please be informed that we have noted on your account that you want your future withdrawals to be paid out on your Ecopayz account which will our Finance department take into consideration with your each new withdrawal request."
When I asked the casino representative regarding this current withdrawal, their response was "Please note that you have requested a pay out of a larger money amount and due to the Anti Money Laundering regulations, the only way to transfer your funds was via bank transfer."
I will include my correspondence for Askgamblers. You can clearly see that they are not following their own guidelines.
They casino charged me 10 % (roughly 306.50 euros, amount contested) of my withdrawal when it was sent to me via bank transfer. I would agree with a 10 % charge if my funds were sent via e wallet, but they were not.
I would like to also mention term 90 is very written very vaguely and quite difficult to understand.
I would also like to add that my first withdrawal, from my previous complaint, was sent to me via bank transfer, I was NOT charged 10 % , but only a banking transfer charge ( under 50 euros perhaps).
I did not want open a complaint for this issue but they are not following their own guidelines, and after requesting it nicely they still claim they can charge 10 %.
I would like my 306.50 euro sent to me, without any charges or bank charges as I have already been charged for this current withdrawal.
Thank you
Screenshot
