Big5Casino - Los retiros de los jugadores se retrasan.

I have four payouts pending since 28 oct..I kept sending emails to the casino’s support email to ask what is the problem and why theres so much delay.. Some times they dont even reply back and some others they tell me this:

"We understand how frustrating this has been and want you to know that our team is actively reviewing the issue to ensure it’s resolved as soon as possible. While we don’t have an update at this very moment, please know that we are doing everything we can to expedite this process.

As soon as we have more information, we will reach out to you directly with an update. 

We appreciate your understanding and patience throughout this process. "

Dear MikeJls,

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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello Dominika,

yes I have made withdrawals before and again there were delays but not that long..

My KYC verification is 100% completed and confirmed by the casino.. I didnt use any bonus..

Btw I have made a mistake.. I am waiting for 5 payouts not 4, and the amount is 430.

Hello again,

I have to say that I have received 4 out of 5 payouts BUT now they still owe me another 4 with the first one approved ten days ago. Again they are keep delaying and now they dont even reply back to my emails.

Dear MikeJls, thank you for the information provided.

Did you request the fifth withdrawal from the first batch on the same day as the other four you've already received?

When did you request the three new withdrawals?

Hello,yes the fifth one was included and was requested on November 9 ..Meanwhile I was keep playing and made another 3 withdrawals.

Dear MikeJls, do you have any updates regarding the withdrawals?

Good Afternoon,

no payouts received yet..

I keep sending massages and emails but nothing..no response.

Dear MikeJls, when did you request the three new withdrawals?

Have you received the fifth withdrawal from the first batch of withdrawals?

Hello!

No I haven't received the fifth withdrawal from the first batch I requested on 9th of November..To be clear now I expect to receive 5 withdrawals.. the other four were requested : 1)14 November 2) 15 November 3) 18 November 4)21 November

Thank you very much, MikeJls, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi MikeJls,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply. In the meantime, please specify the current disputed amount (the sum of your pending withdrawal requests).

Dear Big5Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player's withdrawal requests were already processed or when the player can expect it to be done?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru.

Kind regards,

Natalia

The sum is 350

We would like to ask the 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’ which may negatively affect its rating.

Dear MikeJls,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Alternatively, you can contact another ADR - European Online Dispute Resolution (https://ec.europa.eu/consumers/odr/main/?event=main.home2.show). The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia