Big5Casino - A retirada do jogador foi adiada.

More than 2 months ago I applied for my winnings to be paid out, submitted all the required documents and have been put off again and again when asked.

Habe vor über 2 Monaten eine Auszahlung meines Gewinns beantragt, alle geforderten Dokumente eingereicht und werde seitdem auf Nachfrage immer wieder vertröstet.

Dear Claudia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that your account hasn’t been verified yet? Have you received any funds in the past or this were your first withdrawal request? Is the withdrawal still pending inside your account without being processed?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Claudia, 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 Claudia,

I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Dear Customer

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47)

As per our internal procedure, a KYC verification was requested from both accounts.

The connected account was requested KYC on 8th of June 2020. By today’s date, we have not received further response from the customer.

Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.

(https://www.big5casino.com/en/terms ; Multiple accounts – article 49)

All of the proofs from our system has been shared with CasinoGuru complaints team to support above claims and we will be awaiting the resolution here.

Kind regards,

Big5Casino Complaints team

I can confirm that I only have one account with big5 and can not understand that you have to work with such means in order not to have to make a payout. The only thing that can be that I have a different address since 3.8.2020 and that is given and even submitted my registration certificate from the resident registration office

Ich kann bestätigen das ich nur ein Konto bei big5 habe und kann es nicht verstehen das man mit solchen Mitteln arbeiten muss um keine Auszahlung durchführen zu müssen.das einzige was sein kann das ich seit dem 3.8.2020 eine andere Adresse habe und das aber angegeben habe und sogar vom Einwohner meldeamt meine ummeldungs Bescheinigung eingereicht habe

Dear Claudia,

when did you inform the Casino about your changed address?

When I asked again, I received this email

Auf erneute Anfrage habe ich diese Mail bekommen

please, answer my last question.

On August 11th, 2020 I had to re-register and when I wanted to pay out money I sent it together with my documents, the re-registration certificate

Am 11.8.2020 war ich mich ummelden und als ich Geld auszahlen wollte habe ich das mit meinen Dokumenten zusammen geschickt,die ummelde Bescheinigung

Claudia, did you play in the Casino between 3.8.2020 and 11.8.2020?

I was still playing at the beginning of August and then my casino balance increased to 600 euros after which I think I paid out on August 4th, 2020. Unfortunately, I can no longer say exactly because my account is blocked

Ich habe Anfang August noch gespielt und dann mein casino Guthaben noch erhöht auf 600 Euro danach ich glaube am 4.8.2020 auf Auszahlung gegangen. Genau kann ich es leider nicht mehr sagen weil mein Konto gesperrt ist

Claudia, I'll set the timer to 7 days for Casino because we are investigating your case. Please, be patient and I'll update you when we make some decision.

Many thanks for your help

Vielen Dank für Ihre hilfe

Dear Claudia,

Casino provided relevant proof that there are multiple accounts from the same IP what is forbidden. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.