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Big5casino - Delayed payment and no further communication

23 hours left for Big5casino to respond.
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Complaint Info
Disputed casino Big5casino
Reason Delayed payment
Amount € 2599
fishinghoops Canada
Posted on September 28, 2020

Hi , I opened and played this casino on August 31 2020, and I won 2500 euro with this casino. Since then I have provided lots of documents, and my account has been verified. (Please have a look at the uploaded pictures to see confir­mat­ion­-pr­ivate)

Now it's been over 2 weeks and they haven't processed my withdrawal because they couldn't find the banks name. It clearly showed the name on the statement, but that also was provided to them via email. (Please check pictures for email confir­mat­ion­-pr­ivate)

I went on chat September 17 2020 and asked about the withdrawal, the chat representative agreed I was verified and told me it shouldn't take long for my withdrawal and this has been the same answer I get every week from their customer support department. It's not normal they have no way to pay Canadian players, or they are simply stalling my payment.

Hope AskGamblers can help as many others are having the same Issue with them according to all previous complaints. All proofs are attached privately, and there is also a screenshot included which shows my withdrawal was approved on September 9 2020 (public picture).

So where is my money ?

thank you

Posted on September 29, 2020

Hello,

Just confirming that we have received your request and working on the best possible resolution.
Please, allow the relevant teams some time to perform the necessary checks.
We will get back to you shortly.

Sincerely,
Big5Casino Complaints team

fishinghoops Canada
Posted on September 30, 2020

Hi,

Big5Casino , this is the same answer I have received from you in the last 3 weeks.

Askgamblers, can you step in to help?

thanks

AskGamblers
Posted on October 3, 2020

Dear Big5casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

fishinghoops Canada
Posted on October 6, 2020

Big5Casino, please reply !

fishinghoops Canada
Posted on October 8, 2020

I had a conversation with customer support today and it was the same answer I was provided weeks ago. (picture attached)
It's apparent that there is no communication between their departments, and they are not willing to pay my funds.
They have ignored all the askgamblers replies as you may all see.

I hope future players consider this and be careful playing with this casino.

Thanks

Posted on October 11, 2020

Dear Customer,

We have made necessary checks regarding your complaint. Please allow me to elaborate the process of transferring the funds from Casino to your account.

When your withdrawal is approved, our Financial department makes an order towards our third party payment provider. Next step is for them to verify you as a player and the bank you have requested a withdrawal to. In our system, once the order towards the payment provider has been done, we mark your withdrawal request as done. In certain cases, there can be a delay on the side of our payment provider if they have difficulties in verifying you or your bank. In your case, there has been a delay with our payment provider since they were not able to verify your bank. This is the reason why your payment has not reached your account and the reason why we have asked the address of your bank.

As soon as you have provided us with your bank address we have forwarded it to our Financial department so they can provide it to our payment provider.
Unfortunately, after thorough check, our payment provider could not wire this transfer to your bank because they do not have it in the repository.

We would kindly ask you to provide us with an alternative of any way so we can transfer your winnings to your account. It can be another bank account of yours, or an account on e-wallet that you own.

Kind regards,
Big5Casino Complaints Team

fishinghoops Canada
Posted on October 11, 2020

Hi,

It should not take this long a casino to reply to their clients. I have been waiting for over a month.

My ORIGINAL deposit to your casino was made via e-wallet. When I informed your customer service about my withdrawal being sent back to my e-wallet, they said " For the first withdrawal at the casino, it must be done with a bank transfer, and then you may request a withdrawal to your e-wallet at a later date. ". I found it odd that you would not send my funds with the original payment method.

You already have my e-wallet details, as my first ever deposit was made via my e-wallet. I suggest you send my funds to my e-wallet.


Thanks

fishinghoops Canada
Posted on October 15, 2020

Hello ?? When are you going to send my funds to my ewallet ! ?

AskGamblers
Posted on October 15, 2020

Dear Big5casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

fishinghoops Canada
Posted on October 19, 2020

This casino still has not sent me my money yet.

Please , all future customers; be careful with playing with this casino.

Posted on October 19, 2020

Dear Customer,

Thank you for your patience and time.

Allow us to inform you that we are working on transferring the funds to your e-wallet. Currently we are waiting for the authorization from the Ecopayz side for your funds to be transferred to your account. We should receive their positive reply shortly.
We understand that this process is taking longer than expected, however there is no doubt that you will receive your funds.

Kind regards,
Big5Casino Complaints Team

Posted on October 22, 2020

Dear Customer,

Allow me to provide you with updates on your withdrawal.

We have just received information from our Finance department that they have managed to make the transfer of your winnings to your bank account today, on 22nd of October 2020. With this being done, you should receive your winnings shortly.
We apologize for any inconvenience this may have caused you. It certainly was not in our intention.

We kindly ask you to keep us updated on receiving your winnings to your bank account.

Kind regards,
Big5Casino Complaints team

AskGamblers
Posted on October 22, 2020

Dear @fishinghoops,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

fishinghoops Canada
Posted on October 25, 2020

Hi I am waiting for the payment, once it arrives I will close the complaint.

For the time being can you please activate ecopayz withdrawals please ?


Thank you

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