Big5Casino - Waiting for my small withdrawal of €50 for too long

Dear Customer,

Just confirming that we have received your request and working on the best possible resolution.
Please, allow the relevant teams some time to perform the necessary checks.
We will get back to you shortly.

Sincerely,
Big5Casino Complaints team

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.d­ep­art­men­[email protected]­ig5­cas­ino.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

Hello AskGamblers,

a little update. My account has now been verified, after I've posted my last reply here. Now I'm awaiting my withdrawal, once that goes through I'll update this case.

Payment has been proccessed. Complaint can be closed.

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.