Complaint #8 BigBang Casino

I'm a problem gambler, but they won't let me self-exclude?

By Wifeofbath79

12 years ago

I have realised that I am a problem gambler and would like to quit for good - I wish I could gamble responsibly and enjoy it like everyone else, but I can't, it seems.

I have contacted BigBang on several occasions (at least six times by email and many times on their online chat request form) pleading for the closure of my account and the blocking of my email address and credit cards. I have never received a response and I continue to be able to use the site. As every other casino I have ever used has acted responsibly and, at my request, closed my accounted/blocked my re-opening. Beyond the obvious cynical reasoning, I don't understand why BigBang persist in being so irresponsible by ignoring my requests. Whilst I accept that it is my responsibility not to use their site, I have an addiction I'm trying to battle! I need to self-exclude permanently. This casino's lack of understanding and dreadful customer service is a barrier to me finally leaving gambling behind.

I would not be submitting a complaint were I not desperate to stop the account and the persistent marketing materials.

Please help.

Disputed Casino BigBang Casino

Reason Other

Discussion

Wifeofbath79

12 years ago

I am now satisfied that my accounts have been disabled - thank you, Mandy - and that I am not able to open a new account. Better late than never!

Wifeofbath79

12 years ago

Dear BBC Support,

Thanks for your quick response. I have sent an email, as requested, to both support@betsandmoney.com and support@bigbangcasino.com. My email is entitled 'Askgamblers.com complaints forum - self-exclusion request'; in this email, I have confirmed my DOB and postcode (there is no account number visible anywhere on either mobile or desktop site, as you request).

Once I have received confirmation from you, and checked that my accounts are unable to be accessed, I will post it here.

Thank you.

BigBang Casino

• Representative

12 years ago

Again please contact our support. We need your credentials and customer number. This so we can check it's the right person requesting this. Simply posting on a forum that's no part off our official channels won't be enough to approve your request.

Also anybody could pose as being a certain player. I hope you understand this. And again please stop making new accounts when excluded. It looks now if we on purpose want to keep you playing this is not the case. Also we advice you to seek professional help with your problems.

Support BBC

Wifeofbath79

12 years ago

This is exactly what I mean! It should now be clear that I am trying to quit a compulsive habit. All I ask is that you close down all accounts associated with me and prevent my card details/email from being used. I have already contacted you by email SEVERAL times - if you had responded to any of these, then I would not need to use this public forum. Given that you now know my issue - why would I need to email you again??? Please just close my accounts.

BigBang Casino Complaint Stats

Resolved 5 / 12

Avg. Amount $2,797

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

BigBang Casino Complaint Summary

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

So far, 3 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

BigBang Casino Complaints

See all complaints for this casino

Waiting my payments for months

BigBang Casino doesn't pay out anything to me since December 15 - 2018

They owe me 3 different payments. 1 of 200 Euro, then I got more luck and won another Euro 60 and then I played one more time and I won Euro 50. They owe me a total of Euro 310.00. They were very helpful by email, telling me the amount was deposited on a wrong bank account blablablabla and that I will receive it soon.

Nothing . They don't answer anymore so I stopped writing...

I don't know what happened to this Casino. I always liked it as it had Dutch customer service. I am very dissapointed

Unresolved

€310

€500 withdraw, no email contact, no call back, no response

I did a withdraw of € 500 last monday . After that i directly sended al my documents. They didnt asked for it but i knew that they need to verificate everything. So thats positive i think. After that i got no respojse . Yesterday i asked by mail if they recieve my emails but no respons again. Today i emaild again and still the same. I tried the callback option but thats exactly the same. No response. Its not in my spam box. In the past i had a problem with 1 of the slots and i got a response within 5 hours. Is it because of paying money ?

Unresolved

€500

Deposit not credited, my e-mails ignored

I unfortunately created my account on 02-07-2019 at this casino and made my first deposit of 100 euro using Neteller. After i made my first deposit i waited about 1 hour but my deposit was not credited to my balance. I wrote them an email describing the issue but they didn't answer.... Finnaly they respoded last week after i previously submitted a complaint at askgamblers that was rejected beacause i have not supported with the relevant evidence to prove the uprightness of my statement .They said that they missed my previous emails and that they dont see any deposit from my side. Today im submiting again a complaint with screenshots of my deposit and e-mails between me and casino support. My only demand is to have my account closed and my deposit returned to my Neteller account.

Unresolved

€100

Support Totally Unresponsive

Hello,

I forgot my password on bigbang casino, but i cant seem to reset the password, im not recieving any email whatsoever.

I tried live chat, call me back and email support.

Live chat isnt working, and no responce on the other methods.

Please bigbang casino, let me reset my password and acces my balance.

Unresolved

Failure to pay out winnings

i deposited and subsequently won on bigbangcasino.com and proceeded to make a withdrawal request of euro 350 on the 27/07/18. all of my i.d and financial docs requested by big bang were submitted and approved by the admin and the pending withdrawal was approved and a remittance invoice was emailed to me confirming everything (email attached). its been over 2 weeks with plenty of correspondence bank and fourth regarding this issue, and a previous one i had (also a delayed w/d) of euro 200 that they returned into my playing acc after over 6 weeks of them telling me there on to it, its been done ect but to no prevail. now there doing it again with this 2nd w/d request of euro 350 and just keep sending me round in circles.

Unresolved

€350

After 2 weeks no payment, no information, no support

in past small payouts are pay out in 1 day. Now i did a payout of 2500 euro and i wait more then 2 weeks and didnt receive anything yet. I tried to call but they dont have a number. Live chat always offline when i check. Sometimes i get respons by email (last respons: I will check why you dont have receive the money yet. After this email i didnt get any respons. Again try to mail but now we going to week 3! If i use the call back function .. nobody calls. Every day i have more questions.. i sent al the verification documents already but.. its quiet.. no respons, no support, no money.

Unresolved

€2,500

Unfairly trying to confiscate legitimate winnings!

I have deposited €100 and then I couldn't play the game I wanted so I emailed the casino and asked them to refund the deposit. I haven't heard back from them so I decided to play a different game. I won over €25000 and then got logged out and couldn't log back in. I checked my email and there was a response to say that they will refund my deposit. I responded 2 minutes after their email to say that I don't want them to close my account and not to refund the money as I have already played and their T&C clearly state that once a stake is placed it cannot be cancelled. They have refused to pay my winnings and I have received some horrible emails from them - please see the attachment. I asked for the refund before playing, but since I have decided to play, and they accepted my bets, they have a legal obligation to pay my winnings which were made with the money I deposited. I requested a withdrawal of €2500 as this is the maximum allowed per day and received an email to say I will be paid the winnings. And then after that they locked my account!

Unresolved

€25,288

No support, no withdrawals, no communication

Hi, i deposited on bigbang casino and sent them an email asking for the first deposit bonus, but i never recieved an answer, even after several attempts(!). So i decided to just go ahead and play without bonus, which i did and won around 600 euros. So now i been trying to withdraw since months but bigbang hasnt answered a single email till this day. Askgamblers can you please help me to get in touch with bigbang casino, since this seems to be the only way, its a disgrace really.