Complaint #40
Big5casino
Verification taking too long
5 years ago
Good day,
I have been trying to verify my big5casino player account for 14 days so that my € 1,500 profit is processed and paid out. After I applied for the payment on July 3rd, 2020 and waited in vain for any reaction, I contacted the support on July 6th and asked if documents were needed, which the support has so far denied. The following day the email came with the document request I had already prepared and sent back all the documents mentioned in the email! The email described how to proceed with the payment method used:
"if a credit card is being used, a copy of your credit card (front and back) or a copy of the credit card statement including the deposit made. The middle digits of the credit card number should be blanked out so that only the name , first 6 and last 4 digits are visible. The CVC digits on the backside of the card should also be blanked out.
if a bank transfer method was s used, a copy of the front and back of the bank card, signed on its back.
if Neteller or Skrill were used, a screenshot of the transaction to Condor Gaming, showing the account information on the top right.
for all other methods, a copy of the front and back of the bank card, of the account you wish to withdraw to, signed on its back.
The account verification process is for the safety of all financial transactions. As soon as your account is verified future payout requests can be processed much quicker.
Sincerely, "And I adhered to this requirement. Then there was nothing for 3 days, so I repeatedly asked at the casino. The following day I received an email that my electricity bill was out of date and the screenshots of my ewallet provider would not be enough either I should request a detailed invoice from the support, which I then arranged for. It then took several days again. After I had updated all the documents and sent them in the desired format, it only took 5 days after a repeated request for my bank / credit card (photo of front and back, signed) which has no connection with my deposit & withdrawal method, since I did both via the ewallet muchbetter. Of course I also sent this directly to .Since then, I have been waiting in vain for a reaction from the support department.
I have been trying to verify my big5casino player account for 14 days so that my € 1,500 profit is processed and paid out. After I applied for the payment on July 3rd, 2020 and waited in vain for any reaction, I contacted the support on July 6th and asked if documents were needed, which the support has so far denied. The following day the email came with the document request I had already prepared and sent back all the documents mentioned in the email! The email described how to proceed with the payment method used:
"if a credit card is being used, a copy of your credit card (front and back) or a copy of the credit card statement including the deposit made. The middle digits of the credit card number should be blanked out so that only the name , first 6 and last 4 digits are visible. The CVC digits on the backside of the card should also be blanked out.
if a bank transfer method was s used, a copy of the front and back of the bank card, signed on its back.
if Neteller or Skrill were used, a screenshot of the transaction to Condor Gaming, showing the account information on the top right.
for all other methods, a copy of the front and back of the bank card, of the account you wish to withdraw to, signed on its back.
The account verification process is for the safety of all financial transactions. As soon as your account is verified future payout requests can be processed much quicker.
Sincerely, "And I adhered to this requirement. Then there was nothing for 3 days, so I repeatedly asked at the casino. The following day I received an email that my electricity bill was out of date and the screenshots of my ewallet provider would not be enough either I should request a detailed invoice from the support, which I then arranged for. It then took several days again. After I had updated all the documents and sent them in the desired format, it only took 5 days after a repeated request for my bank / credit card (photo of front and back, signed) which has no connection with my deposit & withdrawal method, since I did both via the ewallet muchbetter. Of course I also sent this directly to .Since then, I have been waiting in vain for a reaction from the support department.
Screenshot
