Big5casino - Delayed payment and no further communication

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

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

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.

Big5Casino, please reply !

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

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

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

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

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.

This casino still has not sent me my money yet.

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