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

Hello, I deposited 10 euros, won something and wanted to withdraw 50 euros. Then I should verify my account and tried to do this. What of all the deposit options. Then I wanted you to tell me exactly what was missing. That didn't come up, but instead I asked for this flat-rate deposit option - I didn't know how to continue the account was once verified - then closed the account and tried again and then after 30 days I was informs that a payout is no longer possible. I had previously paid in several times and this time paid 10 and 50 for payout

Hallo ich habe 10 euro eingezahlt habe was gewonnen und wollte 50 euro auszahlen lassen .dann sollte ich mein Konto verifizieren und habe versucht dies zu machen .alle letzten Einzahlungen von Bankkonto muchbetter paysafecard ausweiss bankkarte Wohnort usw.das hat aber nicht gereicht und immer pauschal .was von allen Einzahl moglichkeiten.dann wollte ich das sie mir genau sagen was fehlt.das kam nicht sondern diese pauschale Einzahl moglichkeiten anfrage-ich wusste nicht weiter -Konto war mal verifiziert-habe dann Konto geschlossen und weiter probiertund dann nach 30 Tagen wurde ich informiert das das eine auszahlung nicht mehr möglich ist.ich hatte vorher schon öfter eingezahlt und dieses mal 10 eingezahlt und 50 zur auszahlung

Dear gerdkura,

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.

Do I understand correctly that your account has been blocked and withdrawal cancelled as you haven't provided verification documents within 30 days?

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

Dear gerdkura,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Petronela,

We have checked the player account and since KYC process was not completed unfortunately we were not able to process a payout.

The player account has been closed as per player request and it's not related to KYC process.

We will be able to process the payout but only if the player will complete his KYC, we have sent the e-mail to the player with the list of documents we are still missing and we do hope that in the end, we will be able to verify his account so we could process the payout.

Best regards

Big5Casino Complain Team

Thank you very much, Big5Casino Complain Team, for the clarification.

Dear gerdkura,

Please follow the instructions to verify your account and you will be able to withdraw your winnings. Please keep me informed.

Dear gerdkura

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.