Complaint #89 Big5casino

Verified, but no specific information about the payout for almost two weeks

By eve783

4 years ago

Message on forum

Documents approved a week ago. My payout is still going through. I've been waiting since June 9th. This is not normal. All documents are marked as -approved only the questionnaire is marked in red. The casino assistant informed me that it meant nothing. That the documents were confirmed. Each of the assistants I ask about the time of the payment of the winnings replies that they do not know how long it will take.

He writes that the payout time is indefinite, but the regulations say that the payout time is 2-3 days. I have never had such problems with any casino. It is not possible to contact the appropriate department. Nobody knows anything.

Deposits immediately, payouts of winnings for a month or whatever ???

Disputed Casino Big5casino

Reason Verification issues

Amount €170

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

eve783

4 years ago

Thank you, Ask gamblers for helping me get my money back.
I admit that this is the first time I have experienced such difficulties on the part of the casino.
I would also like to refer to the answer given by Big5casino.
Firstly
There was no linked account. I forgot my password and that's it. I changed my password and logged back into my account.
Secondly
I got a message that my data sent to you on June 8 was verified on June 17th. You didn't send any request for additional documents. You were supposed to inform me about the approval of the documents by e-mail, but I didn't receive anything. I learned of the verification by writing another request for the payment of the won amount.

Thirdly
I have won small sums many times and in order not to lose them completely, I tied the payout amounts together so that the casino would not have to make 20 transfers instead of one.
Am I not entitled to withdraw my withdrawal request?

Finally, I would like to inform you that I received a transfer today and I thank Big5casino for finally having decided to pay me the winnings.

AskGamblers

• Support Team

4 years ago

Dear @eve783,

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.

Big5casino

• Representative

4 years ago

Dear Customer,

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.

Kind regards,
Big 5 Casino Complaints Team

Big5casino Complaint Stats

Resolved 56 / 66

Avg. Amount $1,716

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Big5casino Complaints

See all complaints for this casino

The casino does not pay out winnings

I withdrew €3000 about a month ago, and I can't get my money out.

I've asked what's wrong, and the answer is always that the money arrives within 1-2 banking days, but the money never arrives.

I have sent the required documents, and everything has been approved, so there should be no problems with this.

Unresolved

€3,000

Big5 Casino - Account frozen and balance not refunded

Big5casino let me deposit over 1000 euro despite my monthly deposit limits. Had a balance over 380 euro when the casino froze my account 14th July and admitted that deposits against the responsible gaming limits because of their technical error. Big5casino is not refunding me the deposits and neither the remaining balance. Have asked numerous times from their customer support, but got only a couple of delayed answers with no real information. Would really much get my money back, because there are no ground to withheld my money.

Unresolved

€380

Casino does not process withdrawal 5000 Euro

Hello i am a verified member of this Casino. The Game experience was good. After a few deposits i was able To win a Amount of 5000 Euro.
I make a withdrawal, but since the 18.12.2024 the withdrawal is still pending. The support claims with reasons that i cant unterstand, First it was one then it was an other one. Normally withdrawals in this Casino should be processed in 2-5 days but that is Not the case.
Thats why i am asking here for any help maybe this can go further.
This was sadly an frustrated expirience here on this Casino.
Best regards

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€5,000

300e disappeared from my account

300€ disappeared from my gaming account.
I made a deposit 4 days ago and tried to place bets - but the site reported a technical error. The money disappeared from my account, but there are no entries in the history.
(The bet would also have won, so it's not the case that the bet just lost).
I have contacted them several times via chat and email, but they do not answer anything.

Unresolved

€300

Withdrawals problems for 1900 EUR

I have made 2 withdrawals from the this casino. 24.8.2024 1400e and 3.9.2024 500e, first they cut the 1400 withdrawal (2 x 700e) and said the first withdrawal was approved on 28.8. but I never get moneys my bank account, I sent them my bank statement as proof. I've asked about the chat and customer service, but they just apologize and that they'll try to handle the matter quickly. But it feels like nothing is happening. So I haven't received any money from either withdrawal and 3.9.2024 500euro wihrawals is 2 weeks pending.

I have previously withdrawn money without problems, of course the withdrawals are slow, but the money has arrived and the documents is okay.

Unresolved

€1,900

Casino is not pay the winnings since August 15th

Hello,

Again I need to complain about Big5casino.

My 1000€ withdrawal has been pending now for over a week and I dont know again why.

My account has been verified and everything is all right but my winnings are still status open.

Customer service just keeps saying to me ” Positive news is coming blah blah, we say hurry up to our relevant team blah blah” but nothing happens..

So please AskGamblers can you help me to get my winnings??

Unresolved

€1,000

Withdrawal not arriving to bank account

Not receiving my withdrawal on my bank account. I made the withdrawal on 20.7.2024 and they said that it is approved on 25.7.2024. Contacted support many times and sent multiple emails. They are always saying that they are looking into it but Im not receiving my money. kyc is verified. First withdrawal was 500euros but because it was won by freespins the approved withdrawal is 50euros and that is fine but Im not even receiving that.

Unresolved

€50

Payment delayed over 3 month

They are not paying my winnings. I have been in contact with customer support many times. They writing that my withdrawal is approved from their side but the delay depends on another department.

I made a deposit aprll 27th. The deposit was 30€ and I won 200.05€

All the answers have received look like this:

"Dear < first name removed >,

Thank you for your e-mail.

To begin with, please accept our sincere apologies for any inconvenience this event has potentially caused you. We understand how frustrating it can be to experience such delays and we want to assure you that we are actively working on a solution to resolve this matter for you as soon as possible.

I would like to take this chance to point out that we understand the prompt payouts are an essential part of your gaming experience and it is in our best interest for you to receive your funds accordingly.

With that being said, rest assured that we are doing everything in our power to ensure a satisfactory solution for you and we will certainly contact you as soon as we have any additional information.

Your patience and understanding have been greatly appreciated.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Lisa

Big5Casino Player Support

Big5 Casino

Resolved

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Delayed payment 50 EUR

I made withdraw reguest ( 50 EUR ) 5.4.2024, I still wait those money. My account should be fully verified, I Have made many cashout before. I sent first email to Big5casino 17.4.2024, I got this answer: "Please be informed that upon consulting with our appropriate department, we have verified that a successful payout has been processed from our end. We kindly request your patience as it may take a bit more time to appear in your account. Please be aware that once the payout is initiated, we have no further control over its processing, as we do not handle financial transactions directly. While such delays are uncommon, they may occasionally happen, and we sincerely apologize for any inconvenience caused. Rest assured, this is not the standard of service we strive for.". Because I did not got my money, I sent a new email 6.5.2040, I got this answer: "We are sorry that this is taking long, but we have certain procedures that we need to lawfully perform and since it is not possible to skip them, verification can take a bit longer to be done. At the moment we do not have time frame of how long this process will take but I assure you this will be done as soon as possible and I would like to ask you for your patience as it may take a little while. We will contact you as soon as we have any updates regarding your case."

Unresolved

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Big5Casino withdrawal did not arrive in bank and I have been chasing for one month

My withdrawal was 'approved' by Big 5 casino on April 5th. It never arrived in my AIB account.

I sent my bank statement in as proof, I have chased a resolution and this has not been forthcoming. The support simply states 'It is being looked into' etc etc. However we are now a month into the process and nothing has been resolved? A bank should take no more than 5 days maximum to trace a payment.

I have 300 euro in the account I wish to withdraw also but cannot do that until the issue with the missing 90 euros is resolved.

Please help!

Resolved

€390