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Big5casino - Slow communication and withdrawal process

RESOLVED

Complaint Info

Disputed casino

Big5casino
Lamsbal888 Netherlands Message
Posted on May 7, 2021

Hi there,

I am new to this forum and I would like to say to be proud that a helpful forum as askgamblers.com exist to help people to have a honest experience at online casinos. I have a withdrawal issue experience with Big5 casino. I got lucky a few weeks ago after a lot of playing and deposits. I am trying to make a withdrawal of 5k and then I was asked to provide documents. All asked documents are provided and received and confirmed. This was about two weeks ago. See latest reply below:


Dear,

Thank you for writing to our casino.

Having checked your account, we can see that your documents have been received.

Please be advised that the documents will be reviewed as soon as possible. We will get back to you once we have more updates.

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

Sincerely,

Leon

Big5 Legal

Big5 Casino'


I am still waiting and wonder why it take so long time. Most of the time I've used trustly to deposit and sometimes paysafe through my paysafe account. My question is what to do, should I just wait and have more patience. Is it normal that it takes so long? I will not make the mistake to play it all away. Been there, done that. A poor fellow like me could you use a break sometime and simply win once in a while. I did not yet asked why it takes so long at the casino itself but went straight to this forum. I can assure that all documents are accurate and all deposits came from myself and myself only and it's pretty obvious as well. I hope someone has got advice for me on this matter. 

Sincerely L

AskGamblers
Posted on May 7, 2021

Dear @Lamsbal888,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Lamsbal888 Netherlands Message
Posted on May 10, 2021

Well then, there is nothing else to do but waiting and waiting insn't it. It's quite frustating and pretty wrong in all points of view. In the meantime i play with a trustly direct deposit and withdrawal casino. Here i allready had a withdrawal some time ago and they needed my verification documents aswell, within 48H all was set and aproved. I cannot see one reason why it should take longer than that. I don't like it. I don't like at all!

Lamsbal888 Netherlands Message
Posted on May 12, 2021

A day after my last reply i received this email below, wich is quite triffic news after these weeks of patience. Still i'd like to have this tread to stay open because i still have no news about my pending withdrawal. Here is the update i received from big5casino:

Dear L,


Hope you are doing well!

We are happy to inform you that your documents verification process is now complete!

This means that we can handle any open payout request you may have, and your payouts will be handled way faster in the future.

We hope you experienced it not as too much of a hassle.

Have a great day and the very best of luck on your future gameplay!

Sincerely,

B

Lamsbal888 Netherlands Message
Posted on May 12, 2021

I need help!! My withdrawal of 5k was aproved finally approved after weeks of waiting. See mail above. After asking about my withdrawal the answer is:

Reference IDS_464832

Dear L

Hope this e-mail finds you well,

I am contacting you regarding to your withdrawal request.

Please note that we have reviewed your request and want to inform you that you have been limited to maximum of 50euro with this withdrawal since the winning you have made was with no deposit bonus.

According to our terms and conditions all winnings made with no deposit bonus are limited to 10x of the bonus amount, unfortunately the rest of winnings will be waived.

Kind regards,

Ivan,

Big5casino Support.

I had another 10k remaining in my account. Now everything is gone and also not a single withdrawal pending anymore. They are talking about a no deposit bonus but that is not the case at all. I had a 5 euro loyalty bonus yes between my deposits, but no free spins of any kind or no deposit bonus i used with any deposit, also i deposited almost every day. I had to wait 3 weeks and send tons of documents to verify and now 15k in totall is gone? The 50 euro they are talking about is not to be find as well in my history. What the hell is going one. My 5000euro withdrawal was allready approved. (See attachements). Also no information to be find about loyalty bonusses on the website. I am feeling robbed and kept hold on a string. How is this possible?

Lamsbal888 Netherlands Message
Posted on May 14, 2021

Nobody there? , i'v been quite fu... with haywire in a place where the sun doesn't shine. See evidence above. I kindly ask the askgamblersteam to help me out. I've been struggling for weeks and waiting and waiting. The experience with this casino is the worst ever and no one should have to experience this after me with this strange and questionable casino called big5casino. It is allready strange that it is impossible to verify your identity before any winning. I hope in the name of honesty and humanity that something will be done about it. Much of gratude.

Greetings L from Rotterdam

AskGamblers
Posted on May 15, 2021

Dear @Lamsbal888,

Please keep in mind that using offensive language or any other form of activity which could be classified as verbal aggression is considered a severe violation of the AGCCS Terms and Guidelines. Any further similar activity or attempt will lead to immediate rejection of your case and a permanent ban on using any of the services offered by AskGamblers.

Thanks for your cooperation ad understanding.

When it comes to the case in question, kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

Lamsbal888 Netherlands Message
Posted on May 15, 2021

I apoligize for the language i used towards big5 casino and not towards askgamblers. Still i need your help, i can understand that i am not the only one reaching for help, therefore i apoligize for my lack of patience as well. I kindly asking for help in this matter. Will the askgamblers team help me to sort this matter out. I will be very thankfull for it. Not just for me but for all the people wich can encounter this kind of situations. I hope my apoligize will be accepted and the team will take a look into this matter. Much of gratitude.

AskGamblers
Posted on March 22, 2022

Dear all,

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

Posted on March 22, 2022

Dear AskGamblers team,

Thank you for reopening this complaint.

We have checked this case and we could see that withdrawal request in the amount of 5000,00€ was limited to a maximum of 50,00€ as a player made his winnings with a 5,00€ non-deposit bonus.

Since the funds that were remaining in the wallet were from the same 5,00€ non-deposit bonus our relevant department waived those funds as well.

Please find our bonus terms and conditions regarding the maximum payout with non-deposit bonus

In the event that you have received a free bonus (a no deposit bonus), the payout is limited to 10x the bonus amount. To verify your account and claim your winnings, a deposit must be made in the last 60 days or within 30 days after the claimed winnings. All currently offered deposit methods, except PaySafe, can be used to verify your account. All remaining free bonus winnings (requested to be withdrawn and/or remain in balance) exceeding maximum amount granted for payout will be waived.

Best regards
Customer Experience Team

AskGamblers
Posted on March 26, 2022

Dear @Lamsbal888,

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.

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