Big5Casino - El retiro del jugador se ha retrasado.

Hello, I've been waiting for a payout since May 28th. Unfortunately nothing happens. I have already written and emailed several times with the chat, but it does not go on. The chat says it is actually pending, it doesn't know why and I should write an email.

Hallo, ich warte seit 28.05 auf eine Auszahlung. Leider passiert nichts. Ich habe schon mehrmals mit dem Chat geschrieben und Emails geschickt, aber es geht nicht weiter. Der Chat sagt, es steht tatsächlich im Pending, er weiß nicht warum und ich sollte eine Email schreiben.

Dear Sabine,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you waiting for a withdrawal for three months. Could you please advise if it were your first withdrawal attempt in this casino? Which payment method you have opted for? If there’s any relevant communication from the casino, please forward it to petronela.k@casino.guru.

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,

yes it was my first attempt to withdraw via bank transfer.

At the moment I have no news from the casino but I will let you know as soon as I get the message. Thanks for the help.

Greetings Sabine

Hallo Petronela,

ja es war mein erster Auszahlungsversuch per Banktransfer.

Im Moment habe ich keine Neuigkeiten vom Casino aber ich werde Sie sofort informieren, sobald ich Nachricht bekomme. Danke für die Hilfe.

Grüße Sabine

Thank you very much, Sabine, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Sabine,

I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Viliam,

many thanks for the help.

Greetings Sabine

Hallo Viliam,

vielen Dank für die Hilfe.

Grüße Sabine

We would like to ask the Big5 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Customer,

We have checked your case and please note that your account has been closed due to a violation of our terms and conditions.

As it is stated in our terms and conditions, Big5Casino has a zero tolerance policy towards inappropriate play, bonus abuse, player’s collusion and fraudulent activity. If, in Our sole determination, the Player is found to have cheated or attempted to defraud Us or any other User of the Games in any way including, but not limited to, game manipulation or payment fraud, or if We suspect the Player of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment) or prohibited transaction (including money laundering), We reserve the right to suspend and/or close the User Account and to share this information (together with the Player’s identity) to other online gaming websites, banks, credit card companies, and appropriate agencies.

The decision that has been made is final and non-negotiable, and without the possibility of reopening of your account or any type of refund. All proofs of collusion has been also sent to Casino Guru to support above claims and we will be awaiting the resolution here.

Kind regards,

Big5Casino complaints team

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.