Ag Awards

Big5casino - Payout pending for more than 10 days in total

Complaint Info
Disputed casino Big5casino
Reason Delayed payment
Amount € 300
Gemtwitch Netherlands Message
Posted on September 4, 2018

Played my favourite game (Jungle Spirit) for quite a few hours on the evening of the 22nd and morning of the 23rd August. I got up to 300 euros, requested payout and waited patiently.

After 3 days, hadn't heard a thing so sent an email on the 26th August. Only then was I asked for KYC documents and saw they cancelled the withdrawal straight after my email. Sent the documents immediately and requested payout again. Received a thank-you email, but nothing more.

Still hadn't heard anything so sent an email and received a reply on the 27th August saying account had been verified so payout should be processed soon.

We have been sending a few emails back and forth and to be fair, they have been quite responsive but have simply been told that "withdrawal will be processed soon" and "there's no reason to be worried". However, 8 days after second withdrawal request and still nothing.... Withdrawal is still sitting there pending.

Was told on the 29th August that the withdrawal was in the next batch so will be done soon - was obviously not true as it is now the 2nd September and nothing has happened. Please see attachment.

I've never experienced such a delay. 10 days has gone by and absolutely nothing....just status pending, pending, pending.

AG, please help me get my winnings because I am getting no where.

Have carefully read through their terms and on it says withdrawals will be processed within 48 hours (if account is verified of course). I know there are processes they need to follow, but now the account is verified there is no reason why I should still be waiting for my cash out. A total of 10 days is simply ridiculous.

Gemtwitch Netherlands Message
Posted on September 4, 2018

Status changed to 'approved' yesterday (3rd Sept). Waiting for funds to hit account before I close this complaint.

Gemtwitch Netherlands Message
Posted on September 6, 2018

Money is still not received.

If they transferred the money on Monday or Tuesday, it would have hit my bank by yesterday afternoon at the latest, therefore I don't think they have made the transfer.

In 12 years, a payment (from any country) has never taken more than 2 working days to hit my account.

Gemtwitch Netherlands Message
Posted on September 6, 2018

Was told twice today that my withdrawal was approved on Monday, money has been sent and it is my bank who needs to process the payment. I have never experienced a delay with my bank in the 15 years I have been a customer with them. I know their processing times like the back of my hand.

I just logged onto Big5 and accidentally clicked on 'withdrawal'. I then received a message giving me the option to cancel my withdrawal so it has clearly not been transferred.

Gemtwitch Netherlands Message
Posted on September 10, 2018

Day 6 after wothdrawal approved and still no money....

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