My withdrawal was 'approved' by Big 5 casino on April 5th. It never arrived in my AIB account.

I sent my bank statement in as proof, I have chased a resolution and this has not been forthcoming. The support simply states 'It is being looked into' etc etc. However we are now a month into the process and nothing has been resolved? A bank should take no more then 5 days maximum to trace a payment.

I have 300 euro in the account I wish to withdraw also but cannot do that until the issue with the missing 90 euros is resolved.

Please help!

Dear peterdorman,

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 understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Has the casino provided you with any proof of a transaction, a tracking number, or similar information?

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

Best regards,

Tomas

Dear peterdorman,

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.

Thought all this with clear in my OP.

No successful withdrawals.

Yes on KYC.

They have not provided me with any proof. But are hammering me with promo emails and ignoring all my requests for this to be resolved.

Thank you very much, peterdorman, for providing the necessary information. I will now transfer your complaint to my colleague Jakub ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello peterdorman,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Big5Casino’s representatives to join this discussion in order to resolve this issue.

Dear Big5Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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.

Hello everyone,

Since the casino's representative has contacted me outside of this thread requesting more time, I am extending the deadline to allow for further investigation. If there are any updates from any side, please share them.

Thanks.

Still not received.

Was told on the 20th it would be in my bank account within 1-2 days….10 days later and it’s not in the account

Hello Peter,

I've already reached out to the casino representatives outside of this thread and am currently awaiting their response. I'll keep you informed of any updates as soon as I receive them.

Thank you. This issue has now happened on both withdrawals from this casino.

The last one took one month to resolve. This one is now at 11 days…

Hello Peter,

As the casino has failed to respond within the given timeframe, I must close this complaint as unresolved. I understand that this is not a satisfactory resolution for you. However, the decrease in the casino's rating caused by unresolved complaints might prompt them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email. I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo

Dear peterdorman,

I've reopened your complaint as a representative from Big5Casino has informed us that your payouts have been fully processed. Could you please confirm whether you have received them?

Thank you.

Dear peterdorman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo