Big5casino - Verification taking too long

Hello,

Just confirming that we have received your request and working on the best possible resolution.
Please, allow the relevant teams some time to perform the necessary checks.
We will get back to you shortly.

Sincerely,
Big5Casino Management team

The casino still hasn't paid out and verification is still ongoing! After I wrote to support yesterday, I received an email stating what documents are still needed, which I had already uploaded 14 days ago.
Of course, I also uploaded it directly and nothing comes back. Neither an answer that the documents are ok or that I am now verified, nothing!

I'm still waiting for my money! Can someone help me please! It's been almost a month now!

Dear Big5casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear Player,

please be informed that the reason why we requested KYC documents from you on 7th July 2020 is because a standard check upon your account discovered a possible connection with another player's account we have in our database. 

Following internal procedure we have requested the KYC documents from the connected account as well in order to assess the level of connection and make a decision upon the accounts.

Until today's date the second account is not responsive to our requests. 

We're obliged by the licencing requirements to follow the rules on the 30 days time frame given to each customer in order to verify their account. That being said, if until the 6th of August 2020 we don't receive any response from the possible connected account we will lift your case in the stage of finalization of the investigation and make a decision based on the information we have gathered so far.

In any case, the decision will be communicated to you accordingly in written form.

Unfortunately, before this above mentioned date, we're unable to make any ruling upon your account and we thank you for your patience.

Kind regards,

Big5Casino Complaints Team

What else can I say?
It's completely out of thin air! I only have this one account at big5 and heard for the first time ever of this connection to a player account that most likely doesn't even exist !!
Accordingly, no one will report from there, i.e. no documents will be available ... And then ??? What kind of connection is that supposed to be? a common IP address ??? Or a double account because maybe I had already registered with big5 5 years ago and this account has been forgotten? However, this account has not been visited for years, which you can understand! Likewise, it could have been an unnoticed hacker attack and I will be punished for it ??? can't even defend myself against it or what? If you are after that I tried to double tap on a bonus ... This is not a payout by free spins or bonuses, but a win by a deposit where I was simply attached a bonus that I did not even have wanted to have!!!

Dear Player,

As much as we can understand your frustration here please note the certain rules of play, policies, procedures and compliance obligations we need to adhere to. And these unfort­una­tel­y s­ome­times take time.
What the outcome will be from our designated department working on these kinds of cases we don't know, but please rest assured that we will base the decision on factual information we have and the utmost fairness for both parties.
In any case, we will inform you on the outcome in the coming days.

Kind regards,

Big5Casino Complaints Team

Dear Player,

our team has completed the investigation on your account and we will like to communicate couple of short points on this case:

1. we didn't obtain requested documents from the account that is connected to yours (there was no response on our requests) therefore we needed to lift the verification on the next stage and make a decision;
2. this connected account that we could not obviously verify has now been closed on our end;
3. the connected account was active and is depositing account, even in May 2020 there is activity on it;
4. there is same house IP usage in between yours and connected account;
5. there is as well the exactly same resident address under both accoun­ts ­wit­hou­t doubt there is a breach of our T&Cs in this case.

Based on above and as the outcome of your account verification please note:
As a gesture of good will, our team did decide to keep your account open whilst the other account is closed however we would kindly ask you to make sure our T&Cs which were accepted and acknowledged by yourself before you started to play with us, are followed in future.

Have a good evening.

Kind regards,

Big5Casino Complaints team

Dear @BINGOo66,

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.

All well and good! However, I still have no news that my verification has taken place! Since I had to gamble away the profit as well as I had originally canceled the payout to change the payout method! However, since big5 stipulates very special bonus conditions that a bonus is maintained until it is implemented, regardless of whether you play with the winnings from the free spins or with newly deposited money, I could of course first try to implement this bonus after canceling the payout so that I could could submit a new withdrawal request.
Accordingly, the problem seems to be resolved for the casino and has my verification documents put aside ?! However, I would at least like to have my verification message sent.