Thank you for your patience in regards to this matter.
You have originally requested a withdrawal from us on the 8th of June 2021, however you have cancelled the withdrawal multiple times throughout the day, and the following day until you have finally settled on the amount you would like to withdraw on the 9th of June 2021.
During this time, we have requested you to provide us with the necessary verification documents, which you have successfully done on the 8th of June.
Kindly be informed, that the prolonged time line was due to the fact that an investigation was necessary in this case, as our system has detected a connection with another account, this is considered multiple accounting and it is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms, article 47)
As per our internal procedure, a KYC verification was requested from both accounts.
The connected account was requested to provide us with KYC documentation on 17th of June 2021. By today’s date, we have not received further response from the player.
Considering the information we have so far and the fact that we have not received any information from the connected account, we have decided to close the connected account and leave the main account open for further play.
I am glad to be able to inform you that the withdrawal request that was pending, has been processed today, on the 14th of July 2021, and in up to 2 business days you can expect to see it on your bank account.
While I understand that this is inconvenient, I do hope you understand that we must follow certain procedures to ensure that everything gets processed properly and according to the rules and regulations, as well as in line with our Terms and Conditions.
Big 5 Casino Complaints Team