Big5Casino - El depósito del jugador nunca se ha acreditado en su cuenta de casino.

Hello I deposited 28 dollars via my e-wallet that never arrived. Alleged error on the part of the wallet operator. I informed myself there and was confirmed again that the money was successfully sent via BTC. The money was then gone from my wallet. But big 5 still denies that the money has arrived. And if you ask, it's always just that the case is being processed.

Hallo habe über meine E wallet 28 Dollar eingezahlt die nie angekommen sind. Angeblich Fehler von Seite des wallet Betreibers. Habe mich dann dort informiert und mir wurde wieder bestätigt, dass das Geld via BTC erfolgreich gesendet wurde. Das geld war dann auch weg aus meiner wallet. Aber big 5 Streitet immer noch ab, dass das Geld angekommen ist. Und wenn man nachfragt heißt es immer nur, der Fall ist in Bearbeitung.

Dear Beate,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or you have been provided a unique one when opening the account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

So I have my own wallet address and if you deposit in the casino via btc, the wallet address to which you should send the money is displayed with every deposit. I copied them and sent my money to them. I have to say, what I already mentioned with the big 5 customer service, I wanted to make a deposit of 33 euros. I then sent the btc and saw afterwards that it wasn't 33 euros at all, but only 28 dollars, i.e. 25 euros. Of course, the deposit could not be confirmed because I transferred too little. But the fact is that the money is gone from my wallet and this transfer has been fully confirmed. So the 25 euros must have been received by the casino operator big 5. They can't disappear, they probably just can't or don't want to allocate the money. But I have all the evidence that the transfer took place and the money is gone.

Also ich habe ja meine eigene wallet Adresse und wenn man im Casino über btc einzahlt, wird einem bei jeder Einzahlung die wallet Adresse angezeigt auf die man das Geld senden soll. Ich habe diese kopiert und an diese mein Geld gesendet. Ich muss dazu sagen, was ich bereits auch schon beim big 5 Kundenservice erwähnte, wollte ich eine Einzahlung über 33 Euro machen. Habe dann die btc gesendet und hinterher gesehen, dass es garkeine 33 Euro waren sondern nur 28 Dollar, also 25 Euro. Somit konnte natürlich die Einzahlung nicht bestätigt werden, weil ich quasi zu wenig überwiesen habe. Fakt ist aber, dass das Geld weg ist aus meiner wallet und diese Überweisung komplett bestätigt wurde. Also müssen die 25 Euro beim Casino Betreiber big 5 eingegangen sein. Die können ja nicht verschwinden, wahrscheinlich können oder wollen sie das Geld nur nicht zuordnen. Aber habe ja alle Belege dass der Transfer stattgefunden hat und das Geld auch weg ist.

Dear Beate,

Unfortunately, I have to inform you that if your deposit was smaller than the minimum required, your funds couldn't be transferred to the casino. Technically, it is not possible for the casino to confirm a payment smaller than the minimum deposit, therefore, funds can't be credited into your casino account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Okay all right, just wondering where it went then. Nevertheless many thanks

Okay alles klar, frage mich nur wo es dann hin ist. Trotzdem vielen Dank

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.