Complaint #68
Big5casino
Big5Casino - Waiting for my small withdrawal of €50 for too long
5 years ago
Hello, I've opened an account at Big5Casino despite reading reviews beforehand and unfortunately the reviews tell the truth. I've got a 5€ Welcome Bonus and didn't expect anything, but managed to wager it, which allows me to withdraw 50€ after making a deposit. I have made a deposit 10 days ago and ever since I am waiting for the withdrawal to go through. Unfortunately the "Legal Team" is trying everything to delay such a small withdrawal. I had to send in my Passport & Bank Statement. That was 10 days ago, ever since, I had to send in a Bank Statement with my Address and IBAN, which was finally accepted after 5 tries. As I've made a deposit with MuchBetter, they asked me to send in a screenshot of my payment made with MuchBetter, which was not a problem. The problem is though, that I've not heard anything ever since. It's extremely frustating for me as a player and unfortunately makes me avoid all the Casinos from this specific group. If you require further details, I'm more than happy to provide these, but I want my withdrawal already, as it can't take two weeks to verify me, despite having all the documents required. It feels like a game of tennis, where my documents are going back and forth.
Hello, I am getting annoyed by your behavior completely and will be opening a complaint to MGA, as you are clearly acting against your customers and delaying payment for no apparent reason. You have received all documents required, I even had to wait over a week for MuchBetter to send me the bank statement and now again you are telling me it's the wrong document. @AskGamblers please act out on this, as there are over 40 complaints regarding the same situation, this casino is a fraud and they are delaying a payment of 50€ for over three weeks, always inventing new things that were wrong with the documents I've send in. For instance I am going to upload the files, that I have send in from MuchBetter, so you can see for yourself, that this is getting ridicolous.
You can clearly see in the documents, that I have submitted a bank statement, that has my Name, Birthdate, Phone Number and Registration Date. I also have submitted a screenshot, where a payment of 10€ is visible and went to Big5Casino on the 5th of January 2020. You can see that the payment was successful in the transactions. Now I get the following reply:
Dear Igor,
Hope you are doing well!
You have recently sent us documents to verify your account, In order to complete this process we still need the following document:
- screenshot of Muchbetter transaction to Condor Gaming, showing account information on the top (due to previous is missing transaction to our Big5 Casino)
Thank you very much in advance and wish you a lovely day!
Sincerely,
Dolly
legal.department@big5casino.com
Reference ID: S_208911
If Big5Casino does not verify my account by the end of today, without having a good reasoning, I will be contacting MGA directly as you are clearly abusing your license.
I want a clear statement from your side, how submitting a Bank Statement, my Bank Card from Both sides, my Utility Bill, my Passport, my MuchBetter Statement, a MuchBetter Transaction Screenshot does not verify that I am the holder of my account. This is a frustating joke, which seems to never end. Because you'll always find additional documents required, to not verify my account. You should be fully ashamed of yourselfves.
I'm awaiting your reply and @AskGamblers I do know that Casinos have their own verification methods, but look through all the other complaints on this site regarding Condor Gaming Malta, it's always the same. People are waiting for their money for months, just because Condor Gaming Malta is refusing to verifyy the accounts and are always looking for excuses.
Kind regards.
Igor
You can clearly see in the documents, that I have submitted a bank statement, that has my Name, Birthdate, Phone Number and Registration Date. I also have submitted a screenshot, where a payment of 10€ is visible and went to Big5Casino on the 5th of January 2020. You can see that the payment was successful in the transactions. Now I get the following reply:
Dear Igor,
Hope you are doing well!
You have recently sent us documents to verify your account, In order to complete this process we still need the following document:
- screenshot of Muchbetter transaction to Condor Gaming, showing account information on the top (due to previous is missing transaction to our Big5 Casino)
Thank you very much in advance and wish you a lovely day!
Sincerely,
Dolly
legal.department@big5casino.com
Reference ID: S_208911
If Big5Casino does not verify my account by the end of today, without having a good reasoning, I will be contacting MGA directly as you are clearly abusing your license.
I want a clear statement from your side, how submitting a Bank Statement, my Bank Card from Both sides, my Utility Bill, my Passport, my MuchBetter Statement, a MuchBetter Transaction Screenshot does not verify that I am the holder of my account. This is a frustating joke, which seems to never end. Because you'll always find additional documents required, to not verify my account. You should be fully ashamed of yourselfves.
I'm awaiting your reply and @AskGamblers I do know that Casinos have their own verification methods, but look through all the other complaints on this site regarding Condor Gaming Malta, it's always the same. People are waiting for their money for months, just because Condor Gaming Malta is refusing to verifyy the accounts and are always looking for excuses.
Kind regards.
Igor
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.
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