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Big5casino - Verification trouble

UNRESOLVED
Complaint Info
Disputed casino Big5casino
Reason Verification issues
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.

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