Complaint #17 Big5casino

Stalling Verification & Withdrawal

By Bjorn D.

6 years ago

Message on forum

Dear Askgamblers,

The casino is stalling my Verification process. I sent all the details.
-Drivers license
-Passport
-Bank reciept of my deposit.
-Electricity bill not older then 2 months.
-Bank card front and back (signed)

After sending all the details they say they cant verify beqause there is no adress on my bank reciept.
My bank doesnt put adresses on bank reciepts. So i sent them a pdf of a bank reciept of my other bank account where it shows my adress.
Very slow responding and still not verified. Trying this for 4 days now but no movement.
I have a pending withdrawal of 1900 euro and i want my account verified instant and my withdrawal payed out.

Disputed Casino Big5casino

Reason Delayed payment

Amount €1900

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

bleedbe

• Belgium • 3 reviews

6 years ago

Dear askgamblers,

I can comfirm the payment has been recieved and this complaint can be closed.

Greetings

AskGamblers

• Support Team

6 years ago

Dear @bleedbe,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Big5casino

• Representative

6 years ago

Dear Player,

Your withdrawal request of 1900 euro has been approved on the 28th of July and will arrive in 2 to 5 business days from the day of approval. Please, do check in with your bank in the coming days and confirm.

Best Regards,
Big5Casino Team

Big5casino Complaint Stats

Resolved 56 / 66

Avg. Amount $1,716

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Big5casino Complaints

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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.

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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

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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.
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I have contacted them several times via chat and email, but they do not answer anything.

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

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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??

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Withdrawal not arriving to bank account

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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

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