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Big5casino - Verification trouble

RESOLVED

Complaint Info

Disputed casino

Big5casino

Amount

€ 3000

Posted on July 25, 2020

Hello everybody,
I signed up with Big5Casinio and after some deposits I won € 3000.
On July 6th, 2020 I sent my documents to Big5casino properly, exactly the documents they requested.
After about 24 hours an email came that my account statement should not be older than 2 months. This was only 10 days old but okay.
I re-sent this with the date of the day of the email.
24 hours later I got an email saying that my bank card is needed in front and back. I had uploaded these from the start. All right, I just sent it again.
Now I've been waiting for a response for 14 days (18 days in total). Unfortunately unsuccessful.
Every time I write to the live chat, they tell me the same saved text that my documents are currently pending in the legal department for review and the process is guaranteed not to take long.
What kind of bad casino is that please? 18 days to check 8 documents? 14 days for the front and back of the bank card?
I urgently need help and hope that you can help me, it is 3000 € which is a lot of money.

AskGamblers
Posted on August 6, 2020

Dear all,

This complaint has been reopened as per Big5casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers
Posted on November 5, 2020

Dear all,

This complaint has been reopened as per Big5casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on November 6, 2020

Dear Customer,

We have checked your account and seeing that your account is verified and everything is in order, we can confirm that your payment request in the amount of €3000.11 has been done on 30th of July 2020. You should have already received your winnings.

Regarding your last payment request of €5000, this one was approved from our end on 6th of August 2020. As per our Terms and conditions it has been split into installments. First installment has been made on 6th of August 2020 in the amount of €1000. Second installment has been done on 28th of August 2020 in the same amount of €1000. Third installment has been done on 20th of September 2020 also in the amount of €1000, and forth has been done on 4th of October 2020 again in the amount of €1000.

The installment for the last €1000 has been done today, on 6th of November and you should receive your winnings shortly.


Kind regards,
Big5Casino Complaints Team

AskGamblers
Posted on November 6, 2020

Dear @SensatioN,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 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.

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