Complaint #109 Big5casino

Only paid me half of my payment

By christpapa84

2 years ago

I have been registered on this casino for a few years. Earlier in February this year, I deposited and won nearly 2500EUR on the casino.

The casino paid me 1250 and I received an email from Edi my host saying that I got paid half and that the other half would arrive soon. Since then I emailed him several times and he kept saying he would check with the financial department and that i would be receiving my other half of the payment. Today it's 5 months later and I still have not received the other half of my payment from the casino.

I would like to have a conversation with the casino on this forum in order to get a real answer as to why my withdrawal has not been paid and when I can expect it.

Please refer to the screenshots attached to this complaint.

Thank you

Disputed Casino Big5casino

Reason Delayed payment

Amount €1250

Discussion

AskGamblers

• Support Team

2 years ago

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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

christpapa84

2 years ago

the casino emailed me saying that the relevant department noticed that one of my installments returned to them and now are asking me for another way to pay me so i sent them the necessary details

AskGamblers

• Support Team

2 years ago

Dear @christpapa84,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

christpapa84

2 years ago

I sent the casino the requested document today

Big5casino Complaint Stats

Resolved 56 / 66

Avg. Amount $1,716

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

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"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.

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