Big5casino - Delayed payment of €5,000

I withdrew 5000 euros from Big5Casino on the 2.9.2020. My documents have been verified and still the payment hasn't left for my account. The casino states that withdrawals take 48 hours but it has been exceeded. I asked about the payment if it has already left for my bank account but it is still in process even though all my documents are verified and many days have surpassed. I would like to resolve this matter as fast as possible. Live chat didn't really help they just assured me they are processing and i should be patient even though the payment is late.

Dear Customer,

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

Dear customer,

Allow me to inform you that your withdrawal request has been rejected. The reason for this is that you have breached one of our terms. Please, be reminded that placing bets equal to or in excess of 30% or more of the value of your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met is not permitted as it is written in our general bonus Terms and Conditions. Your initial deposit and bonus balance was restored in your balance (€20 deposit amount + €24 bonus amount) and your wagering requirements have been updated. We would kindly advise you to be aware of this rule in your future gameplay.

Kind regards,
Big5Casino Complaints team

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Big5casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.