A Big Candy Casino - El pago del jugador se ha retrasado.

Over ten business days and no payout no response from direct emails to payments

Dear Imluckyru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Imluckyru,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I have confirmation of account verification. I also have countless emails to payments department which I was directed to via chat. Where they tell me they have escalated and noted my account. Which again cycle me through the system. I am thanked for my patience and requested to monitor my account and inbox from time to time. There is no finite timeline ( new one) provided since the one in t.c has elapsed . I have screenshots of conversation where I ask for an resolution or any other place to direct my request since no one is responding to the emails provided in chat to management. No active bonus I completed the playthrouh after two deposits one in October the other in November it came with a coupon of 200% bonus of which I've completed . My request is just sitting idle showing Date and amount not checked not Im review status. In the chat they advise the payments department is independent. I've even spoken to supervisor in chat with nothing further happening . They got angry when I accused them of stealing saying they didn't and that they intend to pay but no finite timleine on that or further assistance.

Thank you very much for your reply, Imluckyru. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Still nothing I just spoke with agent and they keep saying it will be handled accordingly after I advised no one has responded to emails and my request was made Nov 7th 2023

Thank you very much, Imluckyru, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Imluckyru!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Any help you can offer will be great . Last night i was advised they aren't thieves and that "hopefully" the proper action would be taken by the proper department. When I advised countless emails have went unanswered and I'm repeatedly put into a fruitless cycle. The agent ended the chat.

Imluckyru, can you, please, provide me your casino username and the e-mail that you have used to register there?

We are giving one more week for the casino to respond.

I have finally recieved payout from casino they managed to withhold a 25 dollar transaction fee for bitcoin

Dear Imluckyru,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team