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Big5casino - No response about withdrawal

Complaint Info
Disputed casino Big5casino
Reason Delayed payment
Amount € 90
michelmooy Netherlands
Posted on February 1, 2020

Hello i have played for the first time here and get a small withdrawal of 90 euro on saturday 25 jan ..still is my withdrawal pending and after many talking to customer support they give me the same answer everytime again as follow:

You are now chatting with

hello i have an question about my withdrawal at last saturday
Hello, how are you?
I will check your account now
iam fine thanks hope you too
Kindly be informed that I have checked your account and can see that our Finance department is currently working on your case, I can assure you that you can expect great news really soon.
ok thanks for the information i was asking because its pending now for three days
but it seems the good news is comming so i have to wait a little bit more

I getting a little bit frustrated and hope that ask gamblers can do something because i want my money

Posted on February 6, 2020

This complaint has been reopened as per Big5casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on February 6, 2020


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.

Big5casino Management team

Posted on February 7, 2020

Dear Player,

We have checked with our Financial department and currently there is no pending Pay out on your account.

The 90.91 EUR Pay out was cancelled on 31.01.2020 from your side and afterwards the funds were spent.

On 1.02.20 you requested a closure of your account which was completed on the same date.

Big5casino Management team

Posted on February 10, 2020

Dear @michelmooy,

Please make sure to update your ongoing complaint and inform AskGamblers Complaints Team whether you have canceled your withdrawal and played off your funds? Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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