Big5Casino - Spelarens svårigheter att dra tillbaka sina vinster.

Dear Sirs and Madames

I would now like to describe my concern to you.

I ordered a payment of my profit of 180 euros on 2.04.2020.

Uploaded the necessary documents.

Now everything was complete, so I thought nothing would stand in the way of my payment.

I write to support several times a week and there is always one sentence: Please be patient Your account will be checked.

Now that it has been the same answer for over 4 weeks, I ask you to help me with my request.

With friendly greetings

Melanie

Sehr geehrte Damen und Herren

Ich möchte Ihnen nun mein Anliegen schildern.

Ich habe am 2.04.2020 eine auszahlung meines Gewinnes von 180 Euro in Auftrag gegeben.

Habe die erforderlichen Dokumente hochgeladen .

Nun war alles vollständig,da dachte ich meiner auszahlung würde nichts im Wege stehen.

Ich schreibe mehrmals in der Woche mit dem Support und da kommt immer der eine Satz:Bitte gedulden sie sich ihr konto wird geprüft.

Nun da es ja schon über 4 Wochen mit der selben Antwort geht bitte ich sie darum mir bei meinem Anliegen zu helfen.

Mit freundlichen Gruß

Melanie

Dear Melanie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, please could you confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification yet?

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

Best regards,

Kristina

It always means that my account is still under review but has been for 4 weeks.

And as soon as I had paid in, I had paid 10 euros and this payment resulted in a profit of 180 euros

Es heißt immer das mein konto noch bei der Überprüfung ist aber eben schon 4 Wochen lang .

Und sowie eingezahlt hatte ich gleich nach Registrierung 10 Euro und aus dieser auszahlung entstand der Gewinn von 180 Euro

Thank you very much Melanie for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Melanie,

I looked at your case and will now contact the casino. We'll see what can be done.

As I said, when I contact them I always get the same message. It has recently been checked. Suspicion of a double account. This is your new excuse. I know 100% that I definitely have not registered twice.

Wie gesagt wenn ich mich mit denen in Verbindung setze bekomme ich immer ein und dieselbe Nachricht. Seit neustem wird geprüft Verdacht auf doppelaccount dies ist Ihre neue Ausrede wobei ich zu 100% weiß das ich mich ganz bestimmt nicht doppelt angemeldet habe .

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Melanie,

I was promised the casino would try to reply to the complaint by the end of the day.

Hello so I can tell you that big 5 casino paid me my winnings this week.

Hallo also ich kann Ihnen sagen das big 5 casino mir diese Woche mein Gewonnes Geld ausgezahlt hat.

Hi Melanie,

That's good news. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter