Big5Casino - El jugador está luchando para completar la verificación de la cuenta.

Hello, I don't get my winnings paid out after several attempts and submitted papers. They wrote to me that the documents were probably incomplete or incorrect. This is not true. To repeat the process again was not possible because it has been "in progress" for weeks.

Hallo ich bekomme nach mehrmaligen Versuchen und eingereichten Papiere mein Gewinn nicht ausgezahlt. Man schrieb mir das die Unterlagen wohl nicht vollständig waren bzw.unkorrekt. Dies stimmt nicht. DEn Vorgang nochmals zu wiederholen ging nicht da seit Wochen "in Progress"steht.

Dear Peggy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you have accumulated your winnings with a No Deposit bonus?

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

Best regards,

Petronela

Hello Petronela ... I submitted all papers about 1 and a half months ago and the status is still "in progress". So I don't even have the opportunity to submit the documents again.

LG Peggy

Hallo Petronela...Ich habe schon vor ca. 1einhalb Monaten alle Papiere eingereicht und der Stand ist immer noch auf "in Progress".Habe somit nicht mal die Möglichkeit zum wiederholten einreichen der Unterlagen.

LG Peggy

Thank you very much, Peggy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Peggy,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Big5 Casino to the conversation to participate in the resolution of this complaint.

Dear Customer,

We have checked your account and please note that we can see that your payout has been declined on 30th of August. The reason behind it that your account was not verified within mandatory 30 days. 

We have sent you the email with all documents that are still necessary for your account verification and we didn't received a reply from you. 

Once we receive all documents that are within the guidelines for the format of documents we can proceed with your account verification process. 

Kind regards, 

Big5Casino Complaints team

I would like to do it, but it is still "in progress". How should I please upload the used documents?

Würde ich gerne machen aber es steht immer noch "in Progress "da.wie soll ich bitte die gebrauchten Dokumente hochladen?

Dear Customer,

You can send us the documents over email on legal.department@big5casino.com 

Kind regards,

Big5Casino Complaints team

Hi all,

Thank you for your replies.

Dear Peggy,

Please let me know when/if your documents will be accepted after you send them to the casino.

Hi Peggy,

Has there been any news?

Hi Peter.

I had submitted all the necessary documents again ... these have been checked for about a week ... unfortunately no money yet.

Hallo Peter.

Ich hatte nochmals alle notwendigen Dokumente eingereicht...diese werden seit ca. 1 Woche geprüft...leider noch kein Geld.

Hi Peter

It is now being claimed that I allegedly have several accounts at Big5casino and that my account was therefore blocked and of course no winnings are paid out. This is absolutely not true. Please help me.

Hallo Peter

Jetzt wird behauptet daß ich angeblich mehrere Konten bei Big5casino habe und deshalb mein Konto gesperrt wurde und natürlich keine Gewinne ausgezahlt werden.Dies stimmt absolut gar nicht. Bitte helfen Sie mir.

Thank you Peggy for the update.

Dear Big5 Casino,

Could you please send all relevant evidence to my email address (peter.m@casino.guru)?

Dear Customer,

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https­://­www.big5casino.co­m/e­n/terms ; Multiple accounts, article 47)

As per our internal procedure, a KYC verification was requested from both accounts.

The connected account was requested KYC on 6th of August 2021. By today’s date, we have not received further response from the customer.

Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.

(https­://­www.big5casino.co­m/e­n/terms ; Multiple accounts – article 49)

All of the proofs from our system has been shared with Casino Guru team to support above claims and we will be awaiting the resolution here.

Kind regards,

Big5Casino Complaints team

Hi all, sorry for the late reply.

Thank you Big5Casino Complaints team for the email.

Dear Peggy,

Is it possible that someone else (a family member/friend) played in the casino with you? Somebody obviously played from the same IP address. Could you please ask them to finish the KYC process in the casino?

Hi Peter

Yes, my partner also played in this casino ... Later I was no longer interested and therefore did not authenticate himself. As a result, his account was blocked.

Hallo Peter

Ja mein Lebensgefährte spielte auch in diesem Casino.... Hatte später dann kein Interesse mehr und autentifierte sich deshalb nicht. Darauf hin wurde sein Konto gesperrt.

Hi Peggy,

Could you please ask your partner to finish the KYC verification?

Hi Peter

Unfortunately, this is not possible because his account has been closed by the casino

Hallo Peter

Dies ist leider nicht möglich da sein Konto geschlossen wurde vom Casino

Dear Big5Casino Complaints team,

Would it help if the other account was verified? Can this be arranged?

Dear Peter,

Thank you for your reply.

Unfortunately the player breached our terms and conditions as follows:'''Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.''

Since we need to ensure fair play policy toward all other players that are following our terms and conditions, unfortunately verification of the other account will not be of any use. 

Best regards

Big5Casino Complaints Department

Thank you Big5Casino Complaints Department,

I understand your point. However, if there are two different accounts open by two different people that happened to play (have played) in the casino from the same IP address and both can pass the KYC, we believe such cases should be judged individually. If you let the players go through the KYC process and they both will be able to finish it, there is practically no reason to block their accounts.

Dear Peter,

Thank you for your reply.

We are sorry that we can't provide any other answer but in our terms and conditions, it's clearly stated that each player is allowed to open only one account per IP address.

We can assure you that everything has been fully checked by the side of our relevant department and their decision is final.

Best regards

Big5Casino Complaints Team

Hi Peter

I would like to mention that, strangely, when depositing into the casino there were no problems in this regard, that it is the same IP address and that this is also the first casino with which there are such problems.

Hallo Peter

Ich möchte gerne noch erwähnen daß es seltsamer Weise beim Einzahlen ins Casino diesbezüglich keine Probleme gab das es dieselbe IP Adresse ist und dies auch das erste Casino ist mit dem es solche Probleme gibt.

Dear Big5Casino Complaints Team,

When you look at the term in your T&Cs closely, it says: ''Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.''

However, this is not the case, because it's not just one player, it's two players that happened to have played in the casino from the same IP address and aren't allowed to finish the KYC. We are strongly convinced that they should have this option.

Dear Peter,

Thank you for your reply.

Kindly be informed that we have requested KYC documents from both accounts on the 06th of August 2021.

In our terms and conditions you can find following: ‘’In the event You are not able to provide Us with the requested documents, within a reasonable time frame not exceeding thirty (30) days from the date of Our request, We may close your Player's Account and/or Your withdrawal may be refused and/or Your winnings can be voided.’’

Since we have not received documents from both accounts till 28th of September it has been decided that we will have to close both accounts.

Once again we are sorry that we can’t provide any other information but we have given a fair chance in a reasonable timeframe for players to provide us with their documents and since they have failed to do that we had no choice but to close their accounts. 

Best regards

Big5Casino Complaints Team

Dear Big5Casino Complaints Team,

Thank you for your reply. I see your point. However, we are strongly convinced that the time for the players' verification shouldn't be limited this way and consider it to be unfair. We would like to ask you to reconsider once more.

Dear Peter,

Thank you for your reply.

Our terms and conditions are accessible for our players anytime on our site and all players need to agree on them during the registration process.

We have requested KYC documents on the 06th of August and since they were not provided to us we have closed accounts on the 28th of September.

In that timeframe, we have sent a few emails reminding players that KYC needs to be done but since we have not been provided with them we had no other choice to close accounts.

Also, it needs to be taken into consideration that we gave them even more time than 30 days for KYC documents to be provided.

If all documents have been provided on time our KYC process can be completed in just a few days but we always do our best to prolong the time frame as we can understand that some players need a little bit of extra time.

Since there should be set a time frame in the end and since we are obligated to follow our terms and conditions that are also approved by the Malta Gaming Authority to ensure a fair gameplay experience for all our players we had no other choice but to close both accounts.  

Best regards

Big5Casino Complaints Team

Dear Big5Casino Complaints Team,

As mentioned above, we remain convinced that players should have the option to finish the verification anytime and it shouldn't be limited. Unfortunately, we can't accept your decision and therefore the complaint will become unresolved.

Dear Peggy,

I'm afraid I won't be able to help you with the complaint if the casino doesn't let your partner finish the verification process. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (adjudication@ibas-uk.co.uk) submit a complaint to them. It has better options and tools to help players. Please let me know how the IBAS responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter