Big5Casino - La retirada del jugador se ha retrasado y está bajo investigación.

I won, I tried to withdraw, I got the email ok. The notification also lasted 48 hours. A week later I started getting notifications delayed and under investigation. Some computer/game problems, the night multiplier is mentioned, the information is partly in English so ..

Can you help? Big money for the pensioner!

I have the email and screenshot information.

Voitin,yritin kotiuttaa,sain spostin ok.ilmoitus myös kesto 48 tuntia. Viikon päästä alkoi tulla ilmoituksia viivästynyt ja tutkimuksen alla.joku tietokone/peli ongelmia,yös kerroin mainitaan, tiedot osittain englanniksi joten ..

Voitteko auttaa? Eläkeukolle iso raha!

Mulla sähköposti ja kuvakaappaus tietoja

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jymppi69,

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 fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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

Petra

Hello

I have not requested any cancellation.. as far as I know. withdrawal previously respin, Veikkaus, videoslot,

That key...I don't know

Hei

En ole pyytänyt mitään peruutusta.. tietääkseni.kotitus aikaisemmin respin, Veikkaus, videoslot,

Tuo kyc ...en tunne

Hi

The Big5 website states in the account information that no further identification is required.

Moi

Big5 sivuilla sanotaan tilitiedoissa että ei vaadita tarkempaa tunnistusta

Hi, is there anything new or has anything worked out?

Moi onko mitään uutta tai jotain selvinnyt?

Thank you for your reply and for providing the previous details, Jymppi69.

Could you please clarify the following:

• Did you accumulate your winnings with or without an active bonus?
• When was your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same one you used previously?
• Could you provide any additional communication you’ve had with the casino (e.g., screenshots, emails, or chat transcripts)?

You may either upload the documents directly to the thread or send them via email to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear Jymppi69,

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

I sent all emails and screenshots to Petra's email and replies.b I haven't withdrawn/received any money from Big5, only from Respin, Lysacasino, Veikkaus and Videoslot.v I saved for the first time Big5 3.3 20 eur and I think these winnings 8-9.3...(I'll check the dates) the winnings are probably from the free gift package since normally 20 eur goes during the day and that was a week apart. Did the email and my questions come to your email Petra? Should I send it again? Where? According to the last Big5 email the reason for rejection was too big a bet...my big fingers and small phone are a bit of a bad equation..I tried 1 eur....I hit 5..I was shocked..I tried to tap it off..there were many....partly because I have Parkinson's disease

T: steep

Hei

Minä laitoin kaikki sähköpostit ja kuvakaappauksia petran sähköpostiin ja vastauksia.b En ole big5 nostanut/saanut yhtään rahaa, ainoastaan respin, lysacasino, Veikkaus ja videoslot.vTallensin eka kerran big5 3.3 20 eur ja luullakseni nämä voitot8-9.3...(tarkistan päivät)voitot on luultavasti ilmaislahjapaketin peruja kun normaalisti 20 eur menee päivän aikana ja tuossa oli vko väliä.oliko sähköposti ja minun kyselyt tullut petra sinun sähköpostiin?laitanko uuudestaan? Minne? viimeisen big5 sähköposti mukaan hylkäys syy liian iso panos...isot sormeni ja pieni puhelin on vähän huono yhtälö..yritin 1 eur....osuin 5..säikähdin.. yritin naputtaa sen pois.. tuli monta.... osasyy sairastan Parkinssonin tautia

T: jyrki

Other withdrawals fast 1 t- 24 t

Where do I email them?

Muut nostot nopeita 1 t- 24 t

Minnekä laitan niitä sähköposti?

Hello

So apparently I'll make an official complaint myself?

I don't understand that accidentally typing too much and a bet that is too big would be a reason to deny 3500 winnings when

Those bets did NOT win, there were several wins over the course of two nights..originally I was winning 6000..I lost 1700...left 4300 of which 3500 was withdrawn and in the morning I lost 800..so I owe Big5 1700+800 in addition to the stolen money

Hei

Eli ilmeisesti virallinen valituksen teen itse?

En ymmärrä että vahingossa liikaa näppäilty liian iso panos olisi syy evätä 3500 voitot kun

Niillä panoksilla EI voitettu, voittoja oli useampi kahden illan aikana..alunperin olin voitolla 6000..hävisin 1700...jäi 4300 joista Kotiutus 3500 ja aamulla hävisin 800..olenkohs siis velkaa Big5 1700+800 ryöstettyjen rahojen lisäksi

Dear Jymppi69,

Thank you very much for the reply. I checked the bonus T&Cs and found this:

"1.15 The maximum bet allowed is €5 until the wagering requirements for a bonus are fulfilled."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is petra.h@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

I can't find any link, there was only 1 deposit before the winnings 5-6 days before and 1 after them.. a small bet annoyed a big Fair company!? So if you play 23 hours, several wins of different sizes, plus 1500000.. One triple button at the last moment.. and VUH everything went

Absurd! Is it worth complaining? I was thinking about the newspaper article when a journalist friend became interested in the topic..Big5's own website mentions Fair Play often,,,so I tried to cheat/play wrong/twist (61 year old pensioner vs fancy computers) but maybe their own tricks...(Ice fishing) don't seem quite fair..Malta Fair Play

BIG5 comes from the words Bastards

IN Gamebusiness

En mitenkään löydä mitäään linkkiä, oli vain 1 talletis ennen voittoja 5-6 pv ennen ja 1 niiden jälkeen.. pieni panostus ärsytti isoa Reilua yritystä!?eli jos pelaat 23 t, useita voittoja eri kokoisia, plussakka 1500000..Yksi trilplanäpy viime hetkillä..ja VUH kaikki meni

Absurdia! Kannattaako valittaa? Lehtijuttu mietin kun toimittaja kaveri kiinnostui aiheesta..Big5 omilla sivuilla Reilu Peli mainitaan usein,,,minä siis yritin huijata/väärin pelata/ kieroilla ( 61 v eläkeläinen vs hienot tietokoneet)mutta mites ne heidän omat kikat...(Ice fishing)ei vaikuta ihan reilulta..Malta Fair Play

BIG5 tuleekin sanoista Bastards

IN Gamebusiness

Thank you for your response.

After reviewing your case, it was determined that the withdrawal could not be approved due to a breach of the bonus Terms and Conditions. Specifically, while the bonus wagering requirements were still active, the maximum permitted bet was €5. The casino’s findings indicate that bets of up to €60 were placed during this period, which exceeds the allowed limit.

As a result of this breach, the winnings generated from the bonus play were removed in accordance with the applicable rules, and the withdrawal request was declined.

I understand that this outcome may be frustrating, especially if the restriction was not fully clear at the beginning. Please note that these terms are standard and are applied consistently to ensure fairness for all players.

• For full transparency, could you please provide your complete betting and game history for this period?
• Additionally, could you confirm whether you placed bets exceeding the maximum allowable €5 while the bonus was active?

Thank you for your time and assistance.

Hello

So at that point I was already winning 3000-4000 eur when I tried a few times 5 eur bets, then several attempts 3 different colors 2+1+2 and different variations. Somewhere in between 0.5 I pressed the triliolate keys to bet on 3 different colors at the same time, i.e. 1.5x3=4.5..at least once I accidentally doubled on the wrong one, i.e. 1x3=6

But this 60 was a REALLY bad s***, so I hit 5 when it should have been 1, I tried to tap it OFF (wonderful idea) and because of my illness, the key was vibrating...and this gives them the perfect right to do whatever they want...even a big winner can accidentally tap into someone else's pocket...so is it so that the complaint MGA is useless? I remember that Big5 put 5 free game rounds...Malta knows how to console!!!!

Hei

Niin siinä vaiheessa olin jo voitollla 3000-4000 eur kun kokeilin muutaman kerrran 5 eur panosta, sitten useampi yritys 3 Eri värillä 2+1+2 ja eri variaatioita.Jossai välissä 0,5 painoin trriolaten näppäiitä joka 3 eri värille panostaa yhtäaikaa eli 1,5x3=4,5..ainakin kerran vahingossa tuplasin väärällä eli 1x3=6

Mutta tämä 60 oli siis TOSI huono säkä, osoin siis 5 kun piti olla 1, yritin näpäyttää senPOIS (ihme ajatus) tulikin sairaudestani johtuen tärisevä näppäys...ja tämä antaa heille siis täydellisen oikeuden tehdä mitä haluaa...isonkin voitin voi siis näpytellä vahingossa toisen taskuun...onko siis niin valitus MGA on turhaa?laittoi se Big5 muistaakseni 5 ilmais peli kierros...Maltalla osataan tuo lohdutus!!!!

So someone also gave Big5 a receipt that I had done some Bigger Criminal Activity in Bass Crash and somewhere else, but it wasn't specified in more detail..I'm a really skilled Criminal when I don't even realize I've done/was doing wrong!!?? By the way, do casinos ever investigate the Ice Fishing game? Brake/ strange slowdown/ electric shock/magnet something strange and quite often!! if you're in danger of winning

Niin joku kuitti big5 tuli myös että olin tehnyt jotai Isompaa Rikollista Toimintaa Bass Crash ja jossain muussakin, mutta ei yksilöity tarkemmin..tosi taitava Rikollinen olen kun en itse tajua tehneeni/olleeni vääryyttä tekemässä!!?? Tutkitaanko muuten ikinä Ice Fishing peliä kasinoiden tekemisiä? Jarru/ outo hidastus/ sähköisku/magneetti jotain kummallista ja aika usein!!jos oot vaarassa voittaa

Dear Jymppi69,

I’m very sorry, but without your betting and game history, we are unable to proceed with the investigation process.

Please refer to my initial reply and try to provide the requested information. All the details I asked for are essential if we are to continue with your case and assist you further.

Thank you in advance for your cooperation.

So I don't know where to get such a game history..here I had made a 20 eur deposit 1 pc in big5 in early March (maybe I played with this money for 1-2 days..)..then on 8-9.3 the winnings were made from a small free taster package which I managed to increase to 6500 eur at its largest...can I ask big5 about that game history?I was pretty good at night then too...it's pretty easy to make a wrong choice in the Ice Fishing game if you play on your mobile phone..so a tired pensioner is on the dock and he has to prove it even though he's just a fool stuffing money into the pockets of the Maltese.

That Ice Fishing game is NOT really pure flour at the casino,/as the game creator

I have another case by the way: I won 725 from Lumo casino..I tried to withdraw..I mentioned in the email (LAP)HUMORATION that I have to pay rent..I own my house( (not even rent,..Well NOW I'm on some MGA ban list, withdrawals are frozen, definitely foot-and-whipping WAITING at the Malta market..I've been successful in withdrawals with Respin, Voom, Lysa and Videoslot casinos..can Petra call you,..?

Niin minä en tiedä mistä sellaisen pelihistorian saisi..tähän big5 olin tennyt 20 eur talletus 1 kpl maaliskuun alkupuolella (ehkä pelasin tällä rahalla 1-2 pv..)..sitten 8-9.3 voitot on tehty pienestä ilmaismaistiais paketista jonka onnistuin kasvattaa 6500 eur isoimmillaan...voiko sitä pelihistoriaa kysellä big5?olin aika taitava silloin yöllä myös...se on aika helppo Ice Fishing pelissä näpytellä väärin jos pelaat kännykällä..eli väsynyt eläkeläinen on syytetyn penkillä ja hänen on todistettava vaikka vaan hölmönä tunkee rahaa maltalaisten taskuun.

Siinä Ice Fishing pelissä EI Todella Ole puhtaat jauhot kasinolla,/pelin tekijänä

Mulla muuten toinenkin case: Lumo casinolta voitin 725..yritin kotiuttaa.. sähköpostitse mainitsin ( LÄPPÄ)HUUMORI että pitää vuokra maksaa..omistan taloni( (ei Ole edes vuokraa,.No NYT olen jollain MGA kielto lista, nosto jäissä, varmasti jalkapuuu+ruoskiminen ODOTTAA Maltan torilla..olen kotiutuksissa onnistunt Respin, Voom, Lysa ja Videoslot kasinoiden kanssa..voiko Petra sulle soittaa,..?

Hi, now also cancel Lumo, money 724.. same reason... too big multiplier.... Parkinson's finger hit the 2 multiplier button... game ice f....

No FU..

Moi nyt sitten peru myös Lumo, raha 724..syy sama... liian näpy iso kerroinmm.... Parkinssonin sormi osui 2 kerroin näppäimeen...peli ice f....

Ei FU..

What a casino. Next!?

Mikähän kasino. Seuraava!?

So now 2 casinos are hiding winnings.. there must be something wrong with me when this happens even though I was just trying to play.. are all players investigated like this?, am I the only one,,? so I'm on some MGA blacklist.. can you find out Petra? Apparently I can't get into MGA casinos anymore.. can I file a complaint?

I can't figure out where I can get that game information,?

Nyt siis 2 kasinoa pimittää voittoja.. jotain minussa lienee vialla kun näin käy vaikka yritin vain pelata.. tutkitaanko kaikki pelaajst näin?,oonko mie ainut,,?olen siis jollain MGA sulkulistalla..voitko Petra selvittää?en ilmeisesti pääse enää mga kasinoihin..voinkohan tehdä sen valituksen,?

En keksi mist niitä pelitietoja voisi saada,?

The second one is Lumo.

Toinen kssino siis Lumo

I made 2 complaints today MGA

Big5casino and Lumo

Tein tänään 2 valitusta MGA

Big5kasino ja Lumo

Dear Jorge270,

After carefully reviewing your case, it was determined that the withdrawal could not be approved due to a breach of the bonus Terms and Conditions. Specifically, while the bonus wagering requirements were still active, the maximum permitted bet was €5. However, the casino’s findings indicate that bets of up to €60 were placed during this period, which exceeds the allowed limit.

Additionally, as you have also confirmed, the maximum bet was exceeded, even if it was partly due to an error.

As a result of this breach, the winnings generated from the bonus play were removed in accordance with the applicable rules, and the withdrawal request was declined.

Unfortunately, in such cases, the casino has the right to confiscate winnings obtained from the bonus.

We will now proceed with closing this complaint for the reasons stated above.

Please do not hesitate to contact us if you encounter any other casino-related issues in the future.

Best Regards,

Petra