Big5Casino - Spelarens konto blockerades.

Beautiful good day,

The above casino was recommended to me by friends and so I registered there.

Since these friends have long been on the site via my WiFi, my account was theoretically not withdrawable from the first second ...

Well that was my first experience with online casinos and whoever thinks that logging in via the same WiFi could be forbidden ... Now I have deposited several thousand euros over months.

With the first big win, the verification was dragged out so long that I had gambled everything away again.

Now with my 2nd big win, I have remained adamant and have completed the verification after a number of emails.

In the end everything was accepted, with the addition that it could take a few more days until everything is through and I can cash out. The next morning I received an e-mail that my account was blocked due to multi-accounting and everything will be retained !?

My colleague is also verified there (we are neither related, nor do we have the same name ..) and has not been banned, but receives payments to this day ... Only that this is not more money than he was continuously on deposit is.

There is always speculation that you will gamble your winnings again and when you have finally made it, every little straw is grabbed in order not to have to pay out.

It is a cheek and should be punished!

How can that be, I thought it would be safer to play online in Germany since the beginning of the year ..

Please help urgently.

If not the profit, do I at least want all my deposits back?

Kind regards

Harri B ***

My account at Big5: G *** / h***@googlemail.com

Schönen guten Tag,

von Freunden wurde mir das o. g. Casino empfohlen und somit habe ich mich dort angemeldet.

Da diese Freunde über mein Wlan schon längst auf der Seite gewesen sind, war mein Account theoretisch von der ersten Sekunde hat nicht auszahlungsfähig...

Nun das war meine erste Erfahrung mit Online-Casinos und wer bitte denkt daran dass das einloggen über gleiches Wlan verboten sein könnte... Nun habe ich über Monate mehrere tausend Euro eingezahlt.

Bei dem ersten großen Gewinn wurde die Verifizierung so lange hingezogen das ich alles wieder verspielt hatte.

Nun bei meinem 2ten großen Gewinn bin ich eisern geblieben und habe die Verifizierung nach etlichen E-Mails abgeschlossen.

Es wurde letztendlich alles akzeptiert, mit dem Zusatz es könnte noch ein paar Tage dauern bis alles durch ist und ich auszahlen lassen kann. Am nächsten morgen erreichte mich dann eine E-Mail das mein Account wegen Multiaccounting gesperrt wurde und alles einbehalten wird!?

Mein Kollege ist dort auch verifiziert (wir sind weder verwandt, noch haben wir den selben Namen..) und nicht gesperrt worden, sondern erhält bis heute Auszahlungen... Nur das es sich hierbei eben nicht um mehr Geld handelt, als er durchgehend am einzahlen ist.

Da wird ewig darauf spekuliert das man seinen Gewinn wieder verzockt und wenn man es endlich geschafft hat wird jeder noch so kleine Strohhalm gegriffen um doch nicht auszahlen zu müssen.

Es ist eine Frechheit und gehört bestraft!

Wie kann das sein, ich dachte es wäre seit Anfang des Jahres sicherer in Deutschland Online zu spielen..

Bitte dringend um Hilfe.

Wenn schon nicht den Gewinn, dann will ich zumindest meine ganzen Einzahlungen wieder?

Mit freundlichen Grüßen

Harri B***

Mein Account bei Big5: G*** / h***@googlemail.com

Hello GoodBadTaste,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Big5 Casino. Please allow me to ask you a few more question before we would move forward in the case.

When did you first realized that your account is considered as "multiplicity"? Did you deposit after that? Did you communicate with the casino about this before the verification? If you already knew that you won't be paid out why did you deposit?

Note that account duplicity doesn't only mean that a person has 2 accounts. Casinos consider multiple accounts many other things like same address, same IP, same device. In such cases, the casino has every right to block your account and return your deposit but only the last one not all of them. It is clearly stated in terms which you agreed to when registered.

Regards,

Nick

It was never played by the same device and both people are verified with a number of safety precautions. So definitely 2 people with separate accounts. If someone wants to be angry with me and hears that I have made a profit, then he could theoretically destroy the profit via my wifi with any account by simply registering? That cannot be legal and using an Internet connection over the same wifi cannot be punishable, it is fraud. Of course I didn't know beforehand that nothing would be paid to me, as if I would then voluntarily invest a lot of money ... the verification was delayed forever in the hope that one would gamble away all of his money again. The company should not have accepted a deposit if, in their opinion, I was not able to pay out from the start. Everything else is fraud and, as far as I know, is also banned in Germany. I have spoken to a lawyer and will work with him to file a complaint with the gaming authority and continue to sue. This is a rip off and I won't leave it like that.

Es wurde nie von dem selben Gerät gespielt und beide Personen sind mit etlichen Sicherheitsvorkehrungen verifiziert. Also definitiv 2 Personen mit getrennten Konten. Wenn mir jemand böse will und hört das ich einen Gewinn erzielt habe, dann könnte er theoretisch über mein wlan mit xbeliebigen Konto den Gewinn zerstören durch seine bloße Anmeldung? Das kann nicht rechtens sein und über das gleiche wlan eine Internetverbindung zu benutzen kann nicht strafbar sein, das ist Betrug. Natürlich wusste ich vorher nicht das mir nichts ausgezahlt werden würde, als ob ich dann freiwillig sehr viel Geld investieren würde… die Verifizierung wurde ewig hinausgezögert in der Hoffnung man würde sein Geld erneut komplett verspielen. Die Firma hätte keine Anzahlung annehmen dürfen wenn ich ihrer Meinung nach von Anfang an nicht Auszahlungsfähig gewesen bin. Alles andere ist Betrug und ist soweit ich weiß auch verboten in Deutschland. Ich habe mit einem Anwalt gesprochen und werde gemeinsam mit ihm Beschwerde bei der Gaming authority einreichen und weiter klagen. Das ist abzocke und das lasse ich so nicht stehen.

Dear GoodBadTaste,

We also do not support that way of behavior from the casinos where they simply block by IP address. However, if there was any other cooperation between you or the other account from the same WiFi, it could have been the reason for account closure. We had some cases where the casino allowed even a pair from the same household to own an account. However, we can't be sure how will this specific casino act but we can try our best. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Thank you very much, I hope you can help me ..

No, there was no collaboration.

I was the only one who played with the account.

Kind regards

Vielen Dank, ich hoffe Sie können mir weiterhelfen..

Nein, es gab keinerlei Zusammenarbeit.

Ich war der Einzige der mit dem Account gespielt hat.

Mit freundlichen Grüßen

Dear GoodBadTaste,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Big5 Casino to join this conversation.

Dear representatives of Big5 Casino,

Can you please explain the circumstances under which the casino reached the decision in this case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear Andrej,

We are sorry to see what happened.

Our relevant department started an investigation on this and it has been detected that player breached our Terms and Conditions regarding multiple accounts.

In our Terms and Conditions section 47 is stated following:

''Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.''

After checking everything we could see that both accounts were registered with the same home address and as you will be able to see above something like that is considered as breaching of our Terms and Conditions.

As per your request, we have sent the proof of multiple accounting on the e-mail.

Best regards

Big5Casino Complain Team

I live in an apartment building for rent in one of many apartments. The colleague who recommended your site to me has several friends in this house and probably also recommended the site to them. I rang the doorbell of the neighbors and asked ... one of them is definitely registered with them and probably not verified.

But he could change that immediately and would be willing to do so. After hearing from my colleague that they were refusing to give me my 7000 euros because of nothing, he of course stopped paying and continued to verify himself. But he would be willing to complete the process if it would help me. It would then be 2 accounts, 2 people, 2 households. The address is the same but apartment 6 is not apartment 9 ...

I ask for your courtesy, because I will not forego 1000% of my money after I have already paid you thousands of euros and will give everything to enforce my rights and to make the profit.

Kind regards

Ich wohne in einem Mehrfamilienhaus zur Miete in einer von vielen Wohnungen. Der Kollege der mir ihre Seite empfohlen hat, hat in diesem Haus mehrere Freunde und diesen wohl auch die Seite empfohlen. Ich habe bei den Nachbarn geklingelt und nachgefragt.. einer ist definitiv auch bei ihnen angemeldet und wohl nicht verifiziert.

das könnte er aber sofort ändern und wäre auch bereit dies zu tun.. Nachdem er von meinem Kollegen erfahren hat, das sie mir meine 7000 Euro wegen Nichtigkeiten verwehren, hat er natürlich aufgehört einzuzahlen und sich weiter zu verifizieren. Er wäre aber bereit den Prozess abzuschließen, insofern es mir helfen würde. 2 Konten, 2 Personen, 2 Haushalte wären es dann. Die Adresse ist die gleiche aber Wohnung nr 6 ist nicht Wohnung nr 9…

ich bitte um Entgegenkommen, denn ich werde 1000% nicht auf mein Geld verzichten nachdem ich ihnen schon tausende von Euros eingezahlt habe und werde auch alles dafür geben um mein Recht durchzusetzen und den Gewinn einzufahren.

Mit freundlichen Grüßen

Thank you, Big5 Casino team, GoodBadTaste, for your replies.

Dear Big5 Casino,

We believe that each case like this should be considered separately. We believe that the fact that the players share one address and/or WiFi connection alone is not enough as a reason to confiscate the player’s funds.

Could you please advise if any other connection between the accounts was detected? Did the player gain any advantage over the casino by having the account registered with the same address as another user or by using the same WiFi connection?

Dear Andrej,

Thank you for your reply.

Checking everything with our relevant department, unfortunately, both accounts will remain closed since players breached our Terms and Conditions as mentioned before.

When our relevant department suspects that there is a breach of our Terms and Conditions in the sections 47. and 48. for having multiple accounts we will start standard KYC procedure by requesting documents from all accounts that are possibly connected.

Please find section of our terms and conditions that are relevant for this case as follows:

• Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

• In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

Our relevant department requested documents from both accounts (main and connected) on the 17th of September and the player with the main account provided us with full KYC and we verified main account on the 22nd of October.

On the 17th of September we have requested full KYC from a connected account as well but unfortunately we have not received any reply.

As per our Terms and Conditions we wait 30 days before making any action and since we have not received any documents in the mandatory 30 days our relevant department closed both accounts on the 22nd of October.

We are sorry that we can’t provide you with any other information but we need to follow our Terms and Conditions that were approved by the side of MGA and our decision regarding this case is final.

Best regards

Big5Casino Complain Team

Thank you, Big5 Casino team, GoodBadTaste, for your replies.

Dear Big5 Casino team,

Could you please provide additional details on the second account? Is there any connection or activity on the second account that raises suspicion, other than the fact that both users apparently reside on the same address?

Dear GoodBadTaste and Andrej,

Thank you for your reply and for providing us with all details.

We have informed our relevant department and they will check once again everything for you.

At the moment we do not have an expected timeframe when we will have updates but we are kindly asking you for your patience, once we will have any news we will inform you immediately.

Best regards

Big5Casino Complain Team

Thank you, Big5 Casino team, for the reply. I’m setting the timer for 7 days. We’ll await further updates from you.

We would like to ask Big5 Casino to give us an update on the matter. We are extending the timer by 10 days.

Dear Casino Guru Team,

Unfortunately at this moment we still don't have any updates as our KYC department is still doing its best to finish KYC process for all involved accounts.

We have no other choice but to ask for a little bit more patience and as soon we will have any updates we will share them with you.

Best regards

Big5Casino Complain Team

Dear Big5 Casino team,

We’re extending the timer by 10 days. Could you please advise if we can expect some progress within this timeframe?

Dear Andrej,

Unfortunately, our relevant department has not been able to verify connected accounts as we have not received any documents even they have been requested from them several times in 30 days.

Please be informed that if a player will not provide us with KYC documents in 30 days we have the right to close the account as per our Terms and Conditions section 83

• In the event You are not able to provide Us with the requested documents, within a reasonable time frame not exceeding thirty (30) days from the date of Our request, We may close your Player's Account and/or Your withdrawal may be refused and/or Your winnings can be voided. These consequences may also occur in the event the player is found to have supplied false or misleading information. Provision of a false or invalid phone number may additionally result in a delay in Your requests.

Since we have not been able to verify that player GoodBadTaste is not part of the same household with all other connected accounts we can't reopen the account and we can't process the payout.

Best regards

Big5Casino Complain Team

You wrote yourself beforehand: "Our responsible department requested documents from both accounts (main account and network account) on September 17th and the player with the main account provided us with the complete KYC and we verified the main account on October 22nd .

On September 17th, we also requested full KYC from a connected account, but unfortunately received no response. "

On the 22nd (5 days after expiry of the deadline) when my only account was fully verified and thus also eligible for disbursement, you only reacted and deleted my account and any other account that does not belong to me. I asked every apartment from top to bottom. 2 other apartments definitely have an account with you, but both can still pay in cheerfully and are therefore out of the question. The third person in question is the colleague who recommended you and who may have used the house's WiFi network. However, this is verified and not blocked.

Again, these are completely different people and households.

My mobile number is correct otherwise I would not have received any SMS from Big5.

In the same way, all other data match and 1000% of the time I haven't paid a second account or ever deposited into another account.

I heard from the others that an apartment was vacant shortly before I moved in and that someone probably had a gambling problem. However, since he no longer lives there, I can hardly ask.

So again: could you please provide additional information about the allegedly linked second account? Is there any suspicious connection or activity on the second account other than the fact that both users appear to be at the same address?

When was this account created which did not respond?

Exactly at the same time or maybe months before?

I've only been living in one of the apartments since April and I can prove that.

I have never created any other account or given false information.

You wrote yourself I was verified on the 22nd and that after I had sent you a number of documents over the course of weeks, so that there is no longer any doubt about my person. Why can my friend and my 2 neighbors still pay in and withdraw from you although theoretically these would have to be linked accounts because of the street name?

I have deposited thousands of euros in my only account and even if I have enough money, this is a matter of principle and therefore I will not accept your answer. If you don't want to cooperate here and don't want to disclose any data from an account that supposedly belongs to me, then I'll just take a few more thousand euros in hand and go the unpleasant way. I have always played fair with you. The fact that you deny me my money, which I did not even want to pay out completely, while everyone around me was blocked from you despite street ip or what I do not know and you can continue to pay in and pay out completely contradicts your reasons.

Why my account even though the other accounts have to be older? Why is my account the main account that has to be blocked? I know that the others have deposited at most small amounts but large amounts. Is that the reason Because I won more than I lost? Is that the point at which you say okay, we are verifying him again and again for weeks with new inquiries, in the hope that he will gamble everything again by then and when everything is there you will be blocked as an emergency solution before you make a loss. The first time with a high profit it worked and I gambled everything away and continued to deposit without making a payout. The registration address had to be changed at the bank and until now I should send everything from the beginning up to date .. So, more than 30 days have passed after that. So why, why please no action was taken or any other account mentioned? Because only deposits came in and there were no 7000 euros on it that might want to be withdrawn ????

1000% of the time I do not have a second account and I am sure that what you are doing here is illegal.

That's why I don't care how much it costs me. And if I have to invest a few thousand in a lawyer or a flight to Malta to get my rights, then I'll do that.

Sie haben doch vorher selbst geschrieben: "Unsere zuständige Abteilung forderte am 17. September Dokumente von beiden Konten (Hauptkonto und Verbundkonto) an und der Spieler mit dem Hauptkonto hat uns das vollständige KYC zur Verfügung gestellt und wir haben das Hauptkonto am 22. Oktober verifiziert.

Am 17. September haben wir auch volles KYC von einem verbundenen Konto angefordert, aber leider keine Antwort erhalten."

Am 22ten (5 Tage nach Ablauf der Frist) als mein einziges Konto fertig verifiziert war und damit auch auszahlungsfähig war haben Sie erst reagiert und mein Konto und irgend ein anderes welches nicht mir gehört gelöscht. Ich habe von oben nach unten jede Wohnung befragt. 2 weitere Wohnungen haben definitiv ein Konto bei Ihnen, können aber beide noch munter Einzahlen und kommen damit also nicht Infrage. Der 3te der Infrage kommt ist der Kollege der Sie empfohlen hat und der möglicherweise mal das Wlan-Netzwerk des Hauses genutzt hat. Jedoch ist dieser verifiziert und auch nicht gesperrt.

Nochmals, es handelt sich hierbei um komplett unterschiedliche Personen und Haushalte.

Meine Handynummer ist korrekt sonst hätte ich keine SMS von Big5 erhalten.

Genauso stimmen alle anderen Daten überein und ich habe zu 1000% kein 2tes Konto oder je in ein anderes Konto eingezahlt.

Ich habe von den anderen erfahren das kurz vor meinem Einzug eine Wohnung frei wurde und dieser jemand hatte wohl ein Spielproblem. Da er jedoch nicht mehr dort wohnt kann ich schlecht nachfragen.

Also nochmals: Könnten Sie bitte zusätzliche Angaben zu dem angeblich verbundenen zweiten Konto machen? Gibt es eine Verbindung oder Aktivität auf dem zweiten Konto, die den Verdacht erweckt, außer der Tatsache, dass sich beide Benutzer anscheinend unter derselben Adresse befinden?

Wann wurde denn dieses Konto welches nicht geantwortet hat erstellt?

Genau zur selben Zeit oder vielleicht Monate vorher?

Ich wohne erst seit April in einer der Wohnungen und das kann ich auch beweisen.

Ich habe nie irgend ein anders Konto erstellt oder falsche Angaben gemacht.

Sie haben selbst geschrieben ich wurde am 22ten fertig verifiziert und das nachdem ich Ihnen über Wochen etliche Dokumente geschickt habe, sodass kein Zweifel an meiner Person mehr besteht. Wieso kann mein Freund und meine 2 Nachbarn noch bei Ihnen ein und auszahlen obwohl das doch theoretisch auch verbundene Konten sein müssten wegen dem Straßennamen??

Ich habe tausende von Euros auf mein einzigstes Konto eingezahlt und auch wenn ich genug Geld habe, so geht es hier ums Prinzip und deshalb werde ich Ihre Antwort nicht akzeptieren. Wenn Sie hier nicht kooperieren möchten und auch keine Daten von einem Konto preisgeben wollen welches ja angeblich mir gehört, dann werde ich eben ein paar weitere Tausend Euro in die Hand nehmen und den unangenehmen Weg gehen. Ich habe gerne und immer Fair bei Ihnen gespielt. Das Sie mir mein Geld welches ich nichtmal komplett auszahlen lassen wollte jetzt verwehren während alle um mich herum trotz straße ip oder was weiß ich nicht bei Ihnen gesperrt wurden und weiter Ein und Auszahlen können wiederspricht Ihren Begründungen komplett.

Wieso mein Konto obwohl die anderen Konten älter sein müssten? Wieso ist mein Account der Hauptaccount der gesperrt werden muss? Ich weiß das die anderen höchstens kleine Beträge aus aber große eingezahlt haben. Ist das der Grund? Weil ich mehr gewonnen als verloren habe? Ist das der Punkt an dem Sie sagen okay, wir verifizieren Ihn jetzt über Wochen immer wieder mit neuen Anfragen, in der Hoffnung er verzockt bis dahin wieder alles und als dann alles da war wird man eben als Notlösung gesperrt ehe man Verlust macht. Das erste mal bei einem hohen Gewinn hat das geklappt und ich habe alles verzockt und weiter eingezahlt ohne eine Auszahlung vorzunehmen. Die Meldeadresse musste noch bei der Bank geändert werden und bis dato sollte ich dann alles von vorne aktuell schicken.. So, danach sind wesentlich mehr als 30 Tage vergangen. Wieso also, wieso bitte wurden damals keinerlei Maßnahmen ergriffen oder irgend ein anderes Konto erwähnt? Weil nur Einzahlungen reingekommen sind und keine 7000 Euro drauf waren die möglicherweise abgehoben werden möchten????

Ich habe zu 1000% kein 2tes Konto und ich bin mir sicher das ist nicht rechtens was Sie hier tun.

Deshalb ist es mir auch gleich wie viel es mich kostet. Und wenn ich jetzt eben noch ein paar Tausend in einen Anwalt, oder einen Flug nach Malta investieren muss um zu meinem Recht zu kommen, dann werde ich das tun.

Thank you, Big5 Casino team, GoodBadTaste, for your replies.

Dear casino team,

I’d like to kindly ask you to comment on GoodBadTaste’s post and address their questions. Could you please advise what efforts were made to contact the owner of the account that has not yet been verified?

In addition, we believe that only allowing 30 days for players to provide the requested documentation is not reasonable. We believe there should be no such time frame and that players should be allowed to complete the verification process anytime, however, if there has to be a limit, we believe the time frame should not be shorter than 6 months.

wow seriously...? Instead of you acknowledging out of goodwill that there are several apartments in one house and that I've only been living there for a short time. That we are several parties in different apartments and that I, as an absolute casino greenhorn, had no idea that such customer-friendly terms and conditions should even exist...

Although I have already mentioned it several times (almost since the first mail after the blocking that even my direct neighbor in the apartment above me etc. can still make deposits), one only uses it as the very last straw but rather to cut off all deposits in order not to pay out to have to!?

Because instead of answering here, my neighbor contacted me yesterday and asked if there was anything new about my prize or what's going on.. Because strangely enough, yesterday or the day before yesterday his account was frozen and he should please contact support... How long ago was my verification.. hmm more than 3 months and this discussion already more than 2 months.. How much money was paid in by my neighbors in that time alone, who didn't want to hear that their winnings would not be paid out if necessary. After all, your account was older and not blocked. And above all because the colleague who recommended you back then also played here via WLAN and still received smaller amounts.

Now put butter on the fish..

You wrote yourself:

"Our relevant department requested documents from both accounts (main account and linked account) on September 17th and the main account player provided us with the full KYC and we verified the main account on October 22nd. On September 17th we also requested full KYC from a connected account but unfortunately received no reply.According to our terms and conditions we wait 30 days before taking any action and as we have not received any documents in the mandatory 30 days our relevant department closed both accounts on the 22nd . October closed."

I read my account was FINALLY verified and exactly the same day you used any account that doesn't belong to me or any of the other apartments here as an excuse to ban mine which PASSED THE VERIFICATION PROCESS.

Since the neighbors were very helpful, I can only assume that the account you mentioned must have belonged to this guy who moved out shortly before me because of a gambling addiction... it would fit..

Anyway, no matter which of them it was. But the fact is that none of this has anything to do with my apartment, me, or my bank details. In addition, as I said, I can testify through registration certificates that I have only been living here for a short time.. That's why I ask again: HOW LONG HAS THE Supposedly Connected Account Existed, Which Acts as Reason.. Please finally tell me your name, e-mail address or anything from my supposed account.. I can't possibly guess, but it's not me and the person who is supposed to be meant will verify himself at your request.

My neighbors didn't get an e-mail on 17 sep and are still willing and said they can even contact the old tenant and I'm sure he would help me too. So one last time I ask you to acknowledge the several apartments or at least give me information so that after my successful verification I can try to find another one which has nothing to do with me or my person .. but it's ok .

Wow ernsthaft...? Anstatt das Ihr aus Kulanz anerkennt, dass es sich hier um mehrere Wohnungen in einem Haus handelt und ich erst seit kurzem dort wohne. Dass wir mehrere Parteien in verschiedenen Wohnungen sind und ich als absoluter Casinogrünschnabel keine Ahnung davon hatte das so kundenfreundliche AGB´s überhaupt existieren dürfen...

Obwohl ich es jetzt schon mehrmals (so ziemlich seit der ersten Mail nach der Sperrung erwähnt habe das sogar mein direkter Nachbar in der Wohnung über mir etc. noch Einzahlen kann) nutzt man erst als aller letzten Stromhalm dann doch lieber alle Einzahlungen abzukappen um nicht auszahlen zu müssen!?

Denn anstatt hier zu Antworten hat mich mein Nachbar gestern kontaktiert und gefragt ob es was neues wegen meinem Gewinn gibt oder was los ist.. Denn merkwürdigerweise wurde genau gestern bzw. vorgestern sein Konto eingefroren und er solle sich bitte an den Support wenden... Wie lange ist meine Verifizierung nun her.. hmm über 3 Monate und diese Diskussion schon über 2 Monate.. Wie viel Geld wurde alleine in der Zeit nun durch meine Nachbarn eingezahlt, die nicht hören wollten das Ihre Gewinne bei Bedarf nicht ausgezahlt werden. Schließlich war Ihr Konto schon älter und nicht gesperrt. Und vor allem weil der Kollege der Sie auch damals empfohlen hat ebenfalls hier über WLAN gespielt und trotzdem weiterhin kleinere Beträge ausgezahlt bekommen hat..

Jetzt mal Butter bei die Fische..

Sie haben selbst geschrieben:

"Unsere zuständige Abteilung forderte am 17. September Dokumente von beiden Konten (Hauptkonto und Verbundkonto) an und der Spieler mit dem Hauptkonto hat uns das vollständige KYC zur Verfügung gestellt und wir haben das Hauptkonto am 22. Oktober verifiziert. Am 17. September haben wir auch volles KYC von einem verbundenen Konto angefordert, aber leider keine Antwort erhalten. Gemäß unseren Allgemeinen Geschäftsbedingungen warten wir 30 Tage, bevor wir Maßnahmen ergreifen, und da wir in den obligatorischen 30 Tagen keine Dokumente erhalten haben, hat unsere zuständige Abteilung beide Konten am 22. Oktober geschlossen."

Ich lese mein Konto wurde FERTIG verifiziert und genau am selben Tag habt Ihr irgend einen Account der nicht mir gehört und auch keinem anderen der Wohnungen hier, als Vorwand genommen um meinen, der den VERIFIEZIRUNGSPROZESS BESTANDEN hat, zu sperren.

Da die Nachbarn sehr hilfsbereit waren, kann ich nur vermuten der von Ihnen erwähnte Account muss diesem Typen gehört haben der kurz vor mir ausgezogen ist wegen Spielsucht... passen würde es ja..

Naja wie dem auch sei, egal wer von denen es war. Fakt ist aber das nichts davon irgendetwas mit meiner Wohnung, mir, oder meiner Bankverbindung zu tun hat. Dazu kann ich wie gesagt durch Meldebescheinigungen bezeugen das ich erst seit kurzem hier wohne.. Deshalb frage ich noch einmal: WIE LANGE GIBT ES das angeblich verbundene Konto schon welches als Begründung fungiert.. bitte nennen Sie mir doch endlich Name, E-Mail oder irgendetwas von meinem angeblichen account.. Ich kann es unmöglich erahnen, aber ich bin es nicht und die Person welche gemeint sein soll wird sich auf Ihr verlangen hin verifizieren.

Meine Nachbarn haben am 17 sep keine E-mail bekommen und sind nach wie vor bereit dazu und haben gemeint Sie können sogar den alten Mieter kontaktieren und dieser würde mir sicher auch helfen. Also ein letztes Mal bitte ich Sie die mehreren Wohnungen anzuerkennen oder mir wenigstens Infos zu geben, damit ich mich selbst nach meiner erfolgreichen Verifizierung noch um eine Weitere ´welche überhaupt nichts mit mir oder meiner person zu tun hat, zu bemühen.. aber ist ok.

Dear CasinoGuru team and GoodBadTaste,

Our relevant department requested KYC from connected accounts 4 times and unfortunately, we have not received any documents.

As per our Terms and Conditions, there is a timeframe of 30 days for players to provide us with their documents once they are requested. We are aware that for players can take some time to provide us with documents and very often we prolong this time frame if we can see that players are responding to our verification e-mails and we are always here for them to help them to verify their account, but since we have not received any single document as proof of the address or any kind of reply from connected accounts we are not able to verify that players are not part of the same household.

Since this case is open from October 2021 we think that a fair time frame has been given to all parties involved to complete the verification process.

With all this being said the decision of our relevant department for all accounts to be closed is final.

Best regards

Big5Casino Complain Team

Thank you, GoodBadTaste, Big5 Casino Team, for the replies.

Dear casino team,

Could you please state the reason for the 30-day timeframe (in general)? What efforts were made to contact the owner of the second account? Has the relevant team tried reaching them via phone?

Now, considering the circumstances, even in case it’s not possible to verify the other account, the fact that GoodBadTaste’s account (the main account) has been verified, meaning there’s no doubt that they’re the person who had been using the account and accumulated the winnings, we believe that additional investigation should not even be necessary.

Additionally, GoodBadTaste lives in an apartment building with many apartments in it. In this case, each apartment should be considered a separate household despite being at the same address. Assuming that everything that has been mentioned in this thread is true, could you please advise how could have GoodBadTaste prevented this situation?

Please note that in case the decision of the casino is not reconsidered, we will close this complaint as ‘Unresolved – Against fair gambling’, which will negatively influence the casino rating.

Everything I wrote is 100% correct.

My only account that I haven't owned for long has been fully verified and there's no doubt that that person is me. The casino wrote it themselves and thus confirmed it.

The money was blocked the whole time because of ONE account, although I wrote from the beginning that other people live here who have been here much longer than me and nothing has been blocked for them. Furthermore, I have emphasized several times that they are willing to verify themselves further if that should help me in any way. You didn't respond to that for a second during your weird deadline, which suddenly expired after taking you weeks to reply. You didn't even reply that you should do this!?

There was no reason to ask you to verify yourself further or anything else since you are obviously taking money but don't want to pay out if you win. No cow would voluntarily continue to register at the butcher's shop after learning that she didn't stand a chance if she continued.

I can prove that I haven't lived here long. Apparently the casino thinks I'm innocent as well, otherwise they wouldn't keep making the same excuse and would be longing to ask if there was any reason other than a fake account which certainly doesn't have my name on it , because I have never created another one and therefore could not possibly guess about it. I only deposited into one account using my Paysafe. Both Bank and Paysafe are safe in my name and I am verified. No matter what kind of account it should be, no matter which one, if something was deposited then certainly not from my account or name. That alone proves that they are different people. Therefore, denying me my winnings, even though I have deposited several thousand euros, is not a suspicion of fraud on my part, but it is verifiable fraud on your part. As announced, I will not accept this and will head for the next higher instance. Thanks for the help Casinoguru, very friendly and helpful.

Alles was ich geschrieben habe Stimmt zu 100 ´%.

Mein einziger Account den ich noch nicht lange besitze wurde fertig verifiziert und es besteht kein Zweifel das Ich diese Person bin. Das Casino hat es selbst geschrieben und damit bestätigt.

Das Geld wurde die ganze Zeit aufgrund von EINEM Account gesperrt, obwohl ich von Anfang an geschrieben habe das hier noch andere wohnen die hier schon wesentlich länger sind als ich und bei denen ist nichts gesperrt gewesen. Desweiteren habe ich mehrmals betont das diese bereit sind sich weiter zu verifizieren falls mir das irgendwie helfen sollte. Darauf sind Sie nicht eine Sekunde eingegangen während Ihrer komischen Frist die Sie jetzt plötzlich nachdem Sie Wochenlang zum antworten brauchen blöderweise abgelaufen ist. Sie nicht einmal geantwortet das Sie dies tun sollen!?

Es gab keinen Grund Sie zu bitten sich weiter zu verifizieren oder sonstiges da Sie ja offensichtlich Geld nehmen aber bei Gewinn keines Auszahlen möchten. Keine Kuh würde sich freiwillig weiter um seine Anmeldung in der Metzgerei kümmern, nachdem Sie erfahren hat das Sie keine Chance hat wenn Sie weitermacht.

Ich kann belegen das ich hier noch nicht lange wohne. Allem Anschein nach denkt das Casino genauso das ich mir nichts habe zu schulden kommen lassen, sonst würden Sie nicht die gleiche Ausrede immer weiter treiben und wären lange auf die Fragen ob es irgendeinen anderen Grund gäbe, außer ein Fake Konto welches sicher nicht meinen Namen hat, denn ich habe nie ein anderes erstellt und konnte deshalb auch unmöglich davon ahnen. Ich habe nur auf ein Konto mit meinem Paysafe eingezahlt. Sowohl Bank als auch Paysafe sind Sicher auf meinen Namen und ich bin verifiziert. Egal was für ein Konto das sein soll, ganz egal welches, falls etwas eingezahlt wurde dann sicher nicht von meinem Konto oder Name. Alleine das beweist das es sich um verschiedene Personen handelt. Mir deshalb meinen Gewinn zu verwehren und das obwohl ich mehrere Tausend Euro eingezahlt habe ist kein Verdacht auf Betrug meinerseits, sondern es ist ein belegbarer Betrug eurerseits. Wie angekündigt werde ich das so nicht akzeptieren und die nächst höhere Instanz ansteuern. Danke für die Hilfe Casinoguru, sehr freundlich und hilfsbereit.

Dear GoodBadTaste and CasinoGuru,

Thank you for your reply.

We would like to provide you with more details regarding this case.

In the first place, our relevant department noticed the same IP hits between the main account and connected accounts and that raised our suspicion that there has been a breach of our terms and condition in section multiple accounts.

After checking all connected accounts we could see that they are all sharing exact same home address and we have started KYC procedure with all connected accounts as we wanted to be sure they are not a part of the same household as something like that would be a breach of our terms and conditions.

Since we have not received documents from connected accounts in 30 days period we were not able to verify that all connected accounts are part of the same household.

We would be more than happy for this case to be resolved in favor of our player but to be able to do that we will need to receive documents from the connected accounts so we have informed them once again over the e-mail to provide us with their documents for account verification.

In best hope that this time we will receive documents from connected accounts, we would kindly ask you for your patience and as soon we will have any updates we will post our reply.

Best regards

Big5Casino Complaint Team

Thank you, GoodBadTaste, Big5 Casino team, for your replies.

Dear casino team,

We will of course allow additional time for verifying the outstanding account, however, since according to your claims, verifying all users residing at the address is crucial in this case, we believe that making additional efforts to contact the owner(s) of the unverified account(s) (trying to get in touch with them via phone, at least) would only be wise as there are various possible reasons why the player(s) might not have responded to your e-mails.

Nevertheless, I’d like to remark that we believe that impossibility to verify the account/s is not a sufficient reason for confiscating GoodBadTaste’s winnings.

I’m extending the timer by 7 days.

Thanks for the feedback again.

If I understand BIG5 correctly here, then you are no longer concerned with exactly this one account (which I assume was created before I moved in - just like all the others probably).

It's about the fact that no other account has reported itself and that I could prove with further verifications that these are not fake accounts from me, but real people in different apartments in the same household.

I already spoke to my neighbor yesterday and she actually received a new email.

She will take care of everything necessary and note that she lives in apartment no. 5.

I'm still waiting for feedback from my neighbor above me, but as already mentioned, he was willing to do so if it helped the matter.

I hope that justice is finally done and I can continue playing on your side.

Otherwise, I don't know of anyone here from the house with 9 apartments who plays with you.

Danke für die erneute Rückmeldung.

Wenn ich BIG5 hier richtig verstehe, dann geht es Ihnen garnicht mehr um genau dieses eine Konto (wovon ich vermute das es vor meinem Einzug erstellt wurde - so wie alle anderen vermutlich auch).

Sondern darum das garkein anderes Konto sich gemeldet hat und das ich mit weiteren Verifizierungen beweisen könnte das dies keine Fake-Konten von mir, sondern reale Personen in verschiedenen Wohnungen im selben Haushalt sind.

Ich habe gestern bereits mit meiner Nachbarin gesprochen und diese hat tatsächlich eine neue E-Mail erhalten.

Sie wird sich um alles nötige kümmern und den Hinweis das Sie Wohnung Nr. 5 bewohnt anmerken.

Von meinem Nachbarn über mir warte ich noch auf Rückmeldung, aber dieser war wie bereits schon erwähnt auch bereit dazu dies zu tun wenn es der Sache weiterhilft.

Ich hoffe damit ist der Gerechtigkeit dann endlich genüge getan und ich kann weiterspielen auf Ihrer Seite.

Ansonsten weiß ich von keinem hier aus dem Haus mit 9 Wohnungen der bei Ihnen spielt.

Dear CasinoGuru team and dear player,

Thank you for your replies.

Dear CasinoGuru team at the moment our relevant department is investigating if the main account and connected accounts are part of the same household or not as if they are part of the same household that would be a breach of our terms and conditions.

We would like to point out that from our side we are doing everything in our power to finish KYC procedure for all connected accounts by informing them over the e-mail as at the moment we do not have phone customer support service.

Best regards

Big5Casino Complaint Team

Thank you, Big5 Casino team, for the update.

Despite the unavailability of phone customer support, we believe that notifying the owner of the unverified account is not a too demanding task – in cases like this one especially.

We are extending the timer for 7 days and will expect further updates from you.

Dear CasinoGuru team and GoodBadTaste,

Thank you for your replies.

After checking this matter with the relevant department, I was informed that we still don't have any updates on this case.

Until the full KYC is provided from the connected accounts we will not be able to verify that this is not a multiple account breach.

We are doing everything we can in order to resolve this for you as soon as possible. We have also reached out once again to the connected accounts in order to remind them of the requested KYC.

Your patience and understanding are much appreciated throughout this process.

Best regards

Big5Casino Complaint Team

Thank you, GoodBadTaste, Big5 Casino Team, for the updates.

Dear casino team,

Since considering the time that has elapsed since the owners of the accounts in question were first asked to provide their documents it seems that verifying the accounts will not be possible, could you please advise what would be the proceedings in case nothing changes about the current state of the situation?

As explained earlier, even in case it’s not possible to verify the accounts, considering the fact that GoodBadTaste’s account has been verified successfully, we believe that giving the player the benefit of the doubt would be the correct approach in this case.

With that being said, if the final decision of the casino is to withhold GoodBadTaste’s winnings unless the accounts in question are verified, this complaint will be closed in favor of the player, which will negatively influence the casino’s rating.

Beautiful good day,

So I know that a neighbor yesterday, after contacting BIG5 several times and exchanging documents, probably finally sent the last things needed for full verification to the casino.

The other neighbor still has to send a current bank statement (the one that was sent was probably too old) and then the matter should be over.

After that, including me, 3 people from different apartments would be fully verified.

I hope this is enough to clear all doubts.

I now hope for positive feedback soon and at the same time request that my account and that of my neighbors be unfrozen.

Greetings Harry

Schönen guten Tag,

also ich weiß das ein Nachbar gestern nach mehrmaligem Kontakt mit BIG5 und Austausch von Dokumenten, wohl endlich die letzten nötigen Sachen zur vollständigen Verifizierung an das Casino geschickt hat.

Die andere Nachbarin muss noch einen aktuellen Kontoauszug (der abgeschickte war wohl zu alt) schicken und dann sollte die Sache auch durch sein.

Danach wären dann inkl. mir 3 Personen aus unterschiedlichen Wohnungen vollständig verifiziert.

Ich hoffe dies reicht nun aus damit alle Zweifel beseitigt wurden.

Ich hoffe nun auf baldige positive Rückmeldung und erbitte gleichzeitig die Einfrierung meines Kontos und die meiner Nachbarn wieder aufzuheben.

Gru´ß Harri

Dear Casino Guru Team and GoodBadTaste,

Thank you for your replies.

Unfortunately, if we will not be able to verify all connected accounts we will not be able to process payout for the main account.

We can confirm that we have received some documents from the connected accounts but still unfortunately they are not verified.

As a sign of goodwill, we would like to state that we will not set a time frame for account verification and as soon all connected accounts will be verified we will be able to process the payout for the main account.

Best regards

Customer Experience Team

Thank you, GoodBadTaste, Big5 Casino Team, for your replies.

Dear Big5 Casino Team,

Could you please advise if all owners of the connected accounts responded and provided at least some of the requested documentation?

Dear Casino Guru Team,

After checking with our relevant department we can confirm that we have received some documents from all connected accounts but unfortunately, we have not received all documents we will need to verify their accounts.

We have informed them regarding the missing documents and we are still waiting for a reply back.

Best regards

Customer Experience Team

Good Morning,

As far as I can tell, the last documents were handed in at the weekend.

It's been a few days now, so how does it look now?

Greeting Beck

Guten Morgen,

soweit ich das mitbekommen habe, wurden am Wochenende die letzten Dokumente nachgereicht.

Dies ist nun ein paar Tage her, also wie sieht es jetzt aus?

Gruß Beck

Dear Andrej,

For the main account and all connected accounts, we have requested to be provided an electricity bill or water bill so we could confirm that players are not part of the same household since on provided documents we can see that they are living all on the same home address but we can't see that is stated apartment number.

Regarding missing documents for other connected accounts, we can confirm that for two accounts we are still missing proof of deposit in our casino and bank statements. 

Since players are receiving our e-mails and since they are in touch as we could see so far and due to the fact that we have informed them about missing documents we think it would not be fair to resolve this complaint as unresolved in case they will not provide us with the documents we need from them to be able to verify their accounts.

From our side, everything in our power has been done to verify players' accounts and we do hope that in the end, we will manage to verify their accounts successfully.

Best regards

Customer Experience Team

In our country it is quite normal that the apartment numbers are not additionally listed on documents/invoices or in the post/mail box. Only in the parking lot and in my rental agreement is apartment no. 6. If necessary, I can also send you a copy of it. You can find proof images in the appendix. The neighbors have definitely already sent all the required documents, but the casino seems to be constantly complaining about something or asking for a different format. My new neighbors are extremely annoyed and since I have nothing else to do with them, I can't keep asking them.

In unserem Land ist es ganz normal, dass auf Dokumenten/Rechnungen oder der Post/Briefkasten nicht zusätzlich noch die Wohnungsnummern aufgeführt werden. Lediglich auf den Parkplätzen und in meinem Mietvertrag steht Wohnung Nr. 6. Wenn es sein muss kann ich auch davon eine Kopie zukommen lassen. Beweisbilder finden Sie im Anhang. Es wurden von den Nachbarn definitiv bereits alle geforderten Dokumente übersandt, nur anscheinend wird von Seiten des Casinos ständig etwas bemängelt, oder ein anderes Format gefordert. Meine neuen Nachbarn sind schon extrem genervt und da ich sonst nichts mit denen zu tun habe kann ich auch nicht ständig nachfragen.

Thank you, Big5 Casino team, GoodBadTaste, for the replies.

As explained earlier, since we believe that in this case, given the circumstances, verifying GoodBadTaste’s account is all that should be necessary to issue a payout, we are closing this complaint as ‘Unresolved’.

GoodBadTaste, I am very sorry I couldn't be of more help, 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.

Should the casino team reconsider its decision or should the verification of the remaining players’ accounts be successful, this complaint will be reopened.