Complaint #33 Big5casino

KYC problem and the payment still pending

By Chris24

6 years ago

I have a problem with big5casino. I opened the account a few weeks ago, made about ten deposits, all deposits were TRUSTLY method,
In the end I was lucky and I managed to win 169 euros.

I received a list of documents that I should send. Personal ID, bank bill, bank card scan (despite the fact that I never used the card in the casino), bill scan not older than 2 months.
I sent all the documents and received an email that my invoice is out of date, despite the fact that it was from February 4 and we had April 1, so it was not out of date.

But okay, I sent an invoice from a gas station that was not accepted, so I sent a document from the tax office in March date with my name and address and I sent a bill that came to my home on the same day ( 05.04.2020 ), with my name, address and date. However, the casino has stopped answering my emails.

I am already a casino veteran and I've never had a problem with any verification until playing big5, so please askgamblers for help.

Disputed Casino Big5casino

Reason Verification issues

Amount €169

Discussion

AskGamblers

• Support Team

6 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.

Chris23

• Poland • 29 reviews

6 years ago

Money received . Thank You Askgamblers :)

AskGamblers

• Support Team

6 years ago

Dear @Chris23,

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

6 years ago

Dear Player,

Kindly be informed that for your payment to be confirmed, your account must be KYC verified as we are obliged by law to do so.

The KYC procedure is not intended to give you any hassle but more importantly, to avoid fraud and fulfill the legal requirements.

As this was your first payment with us, our Legal department required additional time to complete all the needed checks required for the safety of the transactions.

However, all of the checks were completed, your account was KYC verified on 15.04.2020 and the Pay out was handled accordingly on 16.04.2020 and it shall be received within 2 to 5 business in accordance with the international banking law.

Sincerely,
Big5Casino Management team

Big5casino Complaint Stats

Resolved 56 / 67

Avg. Amount $1,701

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Big5casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 56 out of 65 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Big5casino Complaints

See all complaints for this casino

Wont pay withdrawal

I made orginal withdraw 602€ at 16.7. It took almost month and then suddenly it was canceled and they told that the payment methdod Brite didnt work and i have to makeita new withdraw using bank transfer. I made new withdraw 17.8 and i was told that it was accepted right away and money will arrival in 2 business days. Now is 26.8 and i havent still got money. I have been asking this about casino and they told that payment team investigate this. I have send my bank statement to proof that i havent got money. Yesterday support told me that my money is reade to processed?? I have asked casino to send me proof of that payment and transaction number so that my bank can trace the payment but thay hasnt send me any proof or info that this payment has realy made.

Unresolved

€602

The casino does not pay out winnings

I withdrew €3000 about a month ago, and I can't get my money out.

I've asked what's wrong, and the answer is always that the money arrives within 1-2 banking days, but the money never arrives.

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

Unresolved

€3,000

Big5 Casino - Account frozen and balance not refunded

Big5casino let me deposit over 1000 euro despite my monthly deposit limits. Had a balance over 380 euro when the casino froze my account 14th July and admitted that deposits against the responsible gaming limits because of their technical error. Big5casino is not refunding me the deposits and neither the remaining balance. Have asked numerous times from their customer support, but got only a couple of delayed answers with no real information. Would really much get my money back, because there are no ground to withheld my money.

Unresolved

€380

Casino does not process withdrawal 5000 Euro

Hello i am a verified member of this Casino. The Game experience was good. After a few deposits i was able To win a Amount of 5000 Euro.
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.
Best regards

Unresolved

€5,000

300e disappeared from my account

300€ disappeared from my gaming account.
I made a deposit 4 days ago and tried to place bets - but the site reported a technical error. The money disappeared from my account, but there are no entries in the history.
(The bet would also have won, so it's not the case that the bet just lost).
I have contacted them several times via chat and email, but they do not answer anything.

Unresolved

€300

Withdrawals problems for 1900 EUR

I have made 2 withdrawals from the this casino. 24.8.2024 1400e and 3.9.2024 500e, first they cut the 1400 withdrawal (2 x 700e) and said the first withdrawal was approved on 28.8. but I never get moneys my bank account, I sent them my bank statement as proof. I've asked about the chat and customer service, but they just apologize and that they'll try to handle the matter quickly. But it feels like nothing is happening. So I haven't received any money from either withdrawal and 3.9.2024 500euro wihrawals is 2 weeks pending.

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

Unresolved

€1,900

Casino is not pay the winnings since August 15th

Hello,

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??

Unresolved

€1,000

Withdrawal not arriving to bank account

Not receiving my withdrawal on my bank account. I made the withdrawal on 20.7.2024 and they said that it is approved on 25.7.2024. Contacted support many times and sent multiple emails. They are always saying that they are looking into it but Im not receiving my money. kyc is verified. First withdrawal was 500euros but because it was won by freespins the approved withdrawal is 50euros and that is fine but Im not even receiving that.

Unresolved

€50

Payment delayed over 3 month

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

Resolved

€200

Delayed payment 50 EUR

I made withdraw reguest ( 50 EUR ) 5.4.2024, I still wait those money. My account should be fully verified, I Have made many cashout before. I sent first email to Big5casino 17.4.2024, I got this answer: "Please be informed that upon consulting with our appropriate department, we have verified that a successful payout has been processed from our end. We kindly request your patience as it may take a bit more time to appear in your account. Please be aware that once the payout is initiated, we have no further control over its processing, as we do not handle financial transactions directly. While such delays are uncommon, they may occasionally happen, and we sincerely apologize for any inconvenience caused. Rest assured, this is not the standard of service we strive for.". Because I did not got my money, I sent a new email 6.5.2040, I got this answer: "We are sorry that this is taking long, but we have certain procedures that we need to lawfully perform and since it is not possible to skip them, verification can take a bit longer to be done. At the moment we do not have time frame of how long this process will take but I assure you this will be done as soon as possible and I would like to ask you for your patience as it may take a little while. We will contact you as soon as we have any updates regarding your case."

Unresolved

€50