Big5Casino - El retiro del jugador se ha retrasado.

They supposedly approved my withdrawal on August 18th and it went out on August 20th, but I haven't received my money and they don't even answer emails anymore.

He ovat muka hyväksyneet nostoni 18.8 ja heiltä lähtenyt 20.8 mutta En ole saanut rahojani,eivät vastaa enää sähköposteihinkaan.

Hello,

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 that I can fully understand the situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

At least I don't remember ever withdrawing because it's a pretty old casino already. I've sent them the kyc documents but they haven't confirmed or responded to anything about it. They don't even have a kyc link, you have to send them by email. I played with a bonus that I completely wagered. I have a screenshot of this withdrawal and customer service emails that I had with them but I couldn't send them to you.

En ainakaan muista että olisin koskaan kotiuttanut sillä sehän on aika vanha casino jo.Olen lähettänyt heille kyc dokumentit mutta he eivät ole vahvistaneet eikä myös vastanneet mitään siihen asiaan.Heillä ei toimi edes kyc linkki vaan pitää laittaa ne sähköpostitse.Pelasin bonuksella jonka kierrätin täysin loppuun.Mulla on näyttökuva tästä nostosta ja asiakaspalvelusähköposteja minkä kävin heidän kanssaan mutta en pystynyt lähettämään niitä teille.

Please forward me the screenshots as well as the email communication between you and the casino customer support regarding the withdrawal and verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

I sent you a message.

Laitoin viestiä sinulle

Thank you very much, virpi, for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello virpi,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Big5Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Big5Casino probably won't respond so there's probably nothing more that can be done?

Todennäköisesti Big5Casino ei tule vastaamaan joten mitään ei varmaan ole enää tehtävissä?

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.

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 the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij