Complaint #32 Big5casino

Verification of my documents and the payment

By crisss25

6 years ago

From 14-03-2020 I expect the verification of my documents and the payment of 1421 euros.

Last week I was asked again for an ID copy from the back and since then I have not received any response.

Yesterday I used Cheat and that's what I was told

Gloria:

As I can see now we received all documents needed. They will be reveiwed as soon as possible and you will be contacted when they are done. As I can not give you an exact time frame, please be assured you will be informed promptly.

Email:Dear George,

Thank you for your email.

After checking your account I can see that your withdrawal request is still pending. Once we have more updates from our relevant department you will be notified. :)

Have a good day!

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

Sincerely,

Lucy

Big5 Players Support

Big5 Casino

From: < full name removed >

Sent: Mon, 23 Mar 2020 11:00:15 +0100

To: Big5casino Support

Subject: < full name removed >

HelloWhen do I get money?

Regards

< full name removed >

Disputed Casino Big5casino

Reason Verification issues

Amount €1421

Discussion

AskGamblers

• Support Team

6 years ago

Dear @crisss25,

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.

Big5casino

• Representative

6 years ago

Dear Player,

Kindly be informed that as per update from our Legal department that the account was successfully verified on 24th of March and you were informed accordingly over your email.

As this was your first payment with us, our Legal department required additional time to complete all the needed checks required for the safety of the transactions.

However, all of the checks were completed and the Pay out was handled accordingly on 25th of March and it shall be received within 2 to 5 business in accordance with the international banking law.

Sincerely,
Big5Casino Management team

Big5casino Complaint Stats

Resolved 56 / 66

Avg. Amount $1,716

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

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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.

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Big5Casino Player Support

Big5 Casino

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