Big5Casino - El retiro del jugador se ha retrasado.

Hello

I have been waiting for my verification and thus for my payout since April 29th, 2021.

I have already written to Big5Casino's support several times, but I always get held up with almost the same answer.

What can I do?

Hallo

Ich warte jetzt schon seit dem 29.04.2021 auf meine Verifizierung und somit auch auf meine Auszahlung.

Ich habe schon mehrmals den Support von Big5Casino angeschrieben aber ich werde immer mit fast der selben Antwort hingehalten.

Was kann ich tun?

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

Have you been advised what specifically seems to be a problem in verifying your account?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello and thanks for the quick reply.

I have been waiting for my verification since April 29th, 2021!

My verification number: [3CA-281D9B9F-022B]

It has not yet been completed!

As long as my verification is not completed, my payout will not be processed!

I have not yet seen that verification takes so long.

I am also registered at other online casinos and the verification there usually took 1-3 days!

It's already been 15 days at Big5Casino !!

I hope you can help me.

If you need other documents as a certificate, I will be happy to provide them.

Kind regards, Patrick M ***

Hallo und danke für die schnelle Antwort.

Ich warte seit dem 29.4.2021 auf meine Verifizierung!!!

Meine Verifizierung Nummer: [3CA-281D9B9F-022B] 

Die ist bis heute noch nicht abgeschlossen!!

Solange meine Verifizierung nicht abgeschlossen ist wird meine Auszahlung auch nicht bearbeitet!

Ich hab das noch nicht erlebt das ein Verifizierung so lange dauert.

Ich bin auch bei anderen Online Casinos angemeldet und dort hat die Verifizierung meistens 1-3 Tage gedauert!

Jetzt sind es bei Big5Casino schon 15 Tag!!

Ich hoffe sie können mir weiterhelfen.

Falls sie noch andere Dokumente als Bescheinigung benötigen werde ich sie gerne bereit stellen.

Mit freundlichen Grüßen Patrick M***

Thank you very much, Patrick, 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 Patrick,

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

Dear Customer,

Kindly be informed that your withdrawal request is still pending because document verification is still in process.

Due to the sensitivity of these cases, limited information is provided by our legal department. I will kindly ask you to wait for our legal team's conclusion. We do understand how inconvenient such situation can be, however, we do take our terms and conditions very seriously, so all the necessary checks have to be made.

I will be able to answer your questions the moment we receive more information from our legal department. Until then, I am left with no choice but to ask you for a little more patience

Best regards,

Big5Casino complaints team 

Always these automatic answers.

I got this answer 3-4 times in the same or similar way !!

Cheek !!!

Immer diese Automatischen antworten.

Diese Antwort habe ich in der selben oder so ähnlich weise 3-4 mal bekommen!!

Frechheit!!!

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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.

Dear Patrick,

We’ve reopened this complaint at the request of Big5Casino to give the case one more chance to be resolved and to help both parties reach a satisfactory conclusion.

I know it’s been almost four years since the issue arose, but I was wondering if you might remember what happened. The casino claims that you canceled your pending withdrawal and continued playing with your balance. Could you confirm this?

Thank you!

Dear Patrick ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Kubo