Complaint #23 Big5casino

Where's my money?

By David S.

6 years ago

Message on forum

Hello,

actually my state is deadlocked. Found many gamblers that have at least in one casino of these condor ltd membership troubles.
Support is always delaying with proposals that i already now or fit.

Listed version (compact):
1. Registered (big5, 24bettle...), mid 2019, full verified in all.
2. Deposited until yet only in 24bettle.
3. Tried to catch all free offers.
4. If i win, deposit. I know that they will shrink the amount to 25,00€, even if i win 1000,00€.
5. Won in big5casino ~29.12.2019.
6. Wagered all, increased the winning amount >1xx,00€.
7. Deposit 10,00€ via MuchBetter (see screens).
8. Withdraw 25,00€ via MuchBetter.
9. Played around, testing with the amount (before it get cleared).

Mails
10. Mo, Confirmation for 25,00€ payout.
11. Di, Confirmation deposit (freespins + match confirmation).
12. Mi, Your Pay out mai, where a supporter explains that i have to deposit and the withdraw will be proceed.
At this time i already had deposited, with confirmation.
13. Mi, I send screenshots for the proof of deposits back.
14. Fr, Received confirmation about 13. With explaination that these is now forwarded to the finance department and i will receive my amount very soon.
….
Crazy managing that process, feels like mass-deception in big5casino, in fact of that small amount… No one will cry maybe? Had exactly the same problem in 24bettle, with >400€.
1. I see my withdraw request in history.
2. When i created the support ticket for the withdraw that doesnt arrive, the deposit history entry got deleted (i couldnt see it anymore).
3. When i receive the support answer to create a deposit, the complete history got cleared. Cant see any entries in casino history transactions actually.

All mails are attached.

TODAY.
NO MONEY!

Disputed Casino Big5casino

Reason Delayed payment

Amount €35

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

dsp84

• Hessen • 3 reviews

6 years ago

Hello,
Received the Amount.
Thanks.

Big5casino

• Representative

6 years ago

Hello,

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 Management team

dsp84

• Hessen • 3 reviews

6 years ago

Reached the chat yesterday and a supporter promised me again, that all tasks what we can do are done and the financial department is the delaying part.
Nothing changed on the state that i can't see anything in progress (see screen).

Found a forum where many people have the same problem but a hand full still fight or sit out the delaying and received there money.
My complain does not mean that i dont like that casino or trying to be someone that needs to put my finger in a way.
My intention is that big5 and the complete condor group can safely be transparent that a player who dont know them get informed before the money is spend.

For me it is not as bad as it seems with the delaying. They handle their own unique way and that can become a positive point to prefer this casino.
The only thing that is missing for that is:
A professional historical part where a customer can see how the state actually is.
Maybe with a mandantory duration in hours/days.
Dont let a gambler by its own (addiction you now? respect!). They always lands in boards like askgamblers, gamblejoe, lcb etc...
The complete chemical process inside will swap in fact of "They always finds someone else with a similar problem".
You can check, there is no positive comment.

If you change this i am sure that you can safe more than 90% supporting chat/mails, decrease the time at all, more life quality.

Regards,
David

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

Unresolved

€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

€200

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

€50

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