Complaint #78 Big5casino

Delayed verification and payment of €7,050

By Michael F.

5 years ago

Message on forum

Hello,

the amount in dispute here is €7,050.

I originally paid in €300 and made it to €7,050. I have then requested the payment. This on 09.02.2021.I have uploaded all the required documents. Lastly, a bank confirmation was required, which I had to get extra from my bank.

The background: I deposited with with online banking. The casino then wanted to see the bank card (front and back). However, I do not have a bank card for my bank account. I have thereupon a confirmation of my bank to present that just no bank card is present. I received the confirmation from my bank after several days. Then I sent the last document for verification. This was already a few days ago. Now I hear nothing more.

Due to the many other complaints, I assume extra slow processing. Also because of the high profit.

Another problem is that my bank account changes to 26.02.2021. From this date, this bank account no longer exists, as I have a new bank account. I fear here further problems on the part of the casino and would be glad if AskGamblers could mediate and help me with the matter. If you need any documents, I will be happy to provide them.

Thank you

Disputed Casino Big5casino

Reason Verification issues

Amount €7050

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

mikejonesmaen

• Bayern • 2 reviews

4 years ago

Hello,

I can confirm, that In the meantime I have received all payments. Thank You very much.

AskGamblers

• Support Team

4 years ago

Dear @mikejonesmaen,

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.

Big5casino

• Representative

4 years ago

Dear Customer,

We are very sorry your payout has been delayed.

We can confirm that the installment in question was processed by our relevant departament on the 19th of March 2021. Having looked into the situation we can conclude that the delay must have been due to a 3rd party provider we use in order to process our payments, which unfortunately is out of our control. The issue could also be related to the provider of your banking services.

This is the number that can be used to track your installment, by contacting your bank: IFXT374791P98, however I do believe that it is no longer necessary as we were happy to receive feedback from you confirming that the installment has eventually arrived on the 9th of April.

Our relevant department has, also, processed the following (4th) installment on the 6th of April. I would also like to provide you with the number that can be used to track this installment, by contacting your bank: IFXT376717P65.

We have since then processed the last installment and completed the payout of your requested on the 20th of April 2021.This is the number that can be used to track the last installment, by contacting your bank: IFXT382937P159.

We are very glad that the remainder of the payout has been successfully processed without further issues reported to us and hope that this delay has not caused any greater inconvenience for you.

Kind regards,
Big 5 Casino Complaints Team

Big5casino Complaint Stats

Resolved 56 / 66

Avg. Amount $1,716

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Big5casino Complaints

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The casino does not pay out winnings

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I have sent the required documents, and everything has been approved, so there should be no problems with this.

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Casino does not process withdrawal 5000 Euro

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I make a withdrawal, but since the 18.12.2024 the withdrawal is still pending. The support claims with reasons that i cant unterstand, First it was one then it was an other one. Normally withdrawals in this Casino should be processed in 2-5 days but that is Not the case.
Thats why i am asking here for any help maybe this can go further.
This was sadly an frustrated expirience here on this Casino.
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300e disappeared from my account

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I have contacted them several times via chat and email, but they do not answer anything.

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I have previously withdrawn money without problems, of course the withdrawals are slow, but the money has arrived and the documents is okay.

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Casino is not pay the winnings since August 15th

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Again I need to complain about Big5casino.

My 1000€ withdrawal has been pending now for over a week and I dont know again why.

My account has been verified and everything is all right but my winnings are still status open.

Customer service just keeps saying to me ” Positive news is coming blah blah, we say hurry up to our relevant team blah blah” but nothing happens..

So please AskGamblers can you help me to get my winnings??

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Withdrawal not arriving to bank account

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They are not paying my winnings. I have been in contact with customer support many times. They writing that my withdrawal is approved from their side but the delay depends on another department.

I made a deposit aprll 27th. The deposit was 30€ and I won 200.05€

All the answers have received look like this:

"Dear < first name removed >,

Thank you for your e-mail.

To begin with, please accept our sincere apologies for any inconvenience this event has potentially caused you. We understand how frustrating it can be to experience such delays and we want to assure you that we are actively working on a solution to resolve this matter for you as soon as possible.

I would like to take this chance to point out that we understand the prompt payouts are an essential part of your gaming experience and it is in our best interest for you to receive your funds accordingly.

With that being said, rest assured that we are doing everything in our power to ensure a satisfactory solution for you and we will certainly contact you as soon as we have any additional information.

Your patience and understanding have been greatly appreciated.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Lisa

Big5Casino Player Support

Big5 Casino

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