Complaint #34 Big5casino

Still not verified after 1 week

By jörg l.

6 years ago

After my winnings over 1200 euros what I gave for payment I was asked to verify. I did this by email to the casino. Then after 2 days I received another email asking me to verify my credit card (I don't have any credit card, deposit was with sofort /trustly) and I was asked to provide proof of my address, but I had already done so with my bank account statement in pdf format, which can be used both to verify the address and to verify the bank account I then replied to this mail and send photos of my bank card and other proof of address. Since then I have been waiting for my verification.live chat just keeps me there all the time and says that they will work on it as soon as possible but nothing happens

Disputed Casino Big5casino

Reason Verification issues

Amount €1200

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

6 years ago

Dear @fowi30,

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.

Big5casino

• Representative

6 years ago

Dear Player,

Thank you for informing us of your received payment.

Please be informed that Trustly is a payment provider on our end that processes bank transfers on our behalf. Your payment was done through Trustly via bank transfer wire.

The payment was sent from our end on 3.5.20 to the payment provider. In some cases when it is a first wire in question, Trustly (as a financial processor) also needs to run risk assessment and verification on their end. This is the probable reason that caused a delay in this instance. Furthermore, this is a standard process and nothing from our end can be done to influence on these steps as Trustly are obliged by law and/or their internal procedures to pass through it.

Sincerely,
Big5 Casino Management team

fowi30

• Baden-Württemberg

6 years ago

finally i got the first 500 euro on my bank account.

a few things are strange:
1.) Why was the payment made via trustly? I had requested a bank transfer
2.) according to big5casino the payment was made on 3.5. Why does it only come on 11.5. with me, with trustly it's usually super fast

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

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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.
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300e disappeared from my account

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

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Withdrawals problems for 1900 EUR

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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

Not receiving my withdrawal on my bank account. I made the withdrawal on 20.7.2024 and they said that it is approved on 25.7.2024. Contacted support many times and sent multiple emails. They are always saying that they are looking into it but Im not receiving my money. kyc is verified. First withdrawal was 500euros but because it was won by freespins the approved withdrawal is 50euros and that is fine but Im not even receiving that.

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Payment delayed over 3 month

They are not paying my winnings. I have been in contact with customer support many times. They writing that my withdrawal is approved from their side but the delay depends on another department.

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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Delayed payment 50 EUR

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I have 300 euro in the account I wish to withdraw also but cannot do that until the issue with the missing 90 euros is resolved.

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