Complaint #91 Big5casino

Waiting 8 days for withdrawal of 4094 Euro

By Ash S.

4 years ago

I made a withdrawal since 3 October and sent all my documents 3 times which they ask again and again for same documents.

Payment isn’t done and they say always as soon as possible we will review your documents and that they can’t pay until verification is done,

I sent my bank statement and credit card statement, ID and proof of income. Photo of credit card and bank card.

Everything is fine even proof of my income payment.

But still not verified and solved

Disputed Casino Big5casino

Reason Delayed payment

Amount €4094

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Alashtar.Salibi,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Big5casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Big5casino

• Representative

4 years ago

Dear Alashtat,

We are sorry that you needed to write this complin.

After checking your account we could see that a few documents are missing to complete your KYC process and on the 13th of October we have sent you an e-mail with the list of documents that we are missing from you.

Since we need to follow strict Anti Money Laundry laws to be able to process payouts we need to verify our player's accounts.

Please be so kind to check your e-mail and provide us with your documents and we are sure that together as a team we will verify your account.

Best regards
Big5Casino Complain Team

AskGamblers

• Support Team

4 years ago

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.

Big5casino Complaint Stats

Resolved 56 / 67

Avg. Amount $1,701

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Big5casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 56 out of 65 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Big5casino Complaints

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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

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