Big5Casino - Hráč má potíže s přijetím svých výher.

The casino wanted a bank statement with IBAN, address, name and date, but since I only received address, name and date or IBAN, date and name from my bank, I had to submit multiple documents. Ultimately, I submitted the correct document last week. Nevertheless, the payout was not processed and, on request, it was repeatedly said that the documents were being checked.

Das Casino wollte ein Bankauszug mit IBAN, Adresse, Name und Datum, da ich aber von meiner Bank nur Adresse, Name und Datum oder IBAN, Datum und Name bekam misste ich mehrfach Dokumente einreichen. Letztendlich habe ich letzte Woche das richtige Dokument nachgereicht. Trotzdem word die Auszahlung nicht bearbeitet und auf Nachfrage immer wieder gesagt, dass die Dokumente sich in Prüfung befinden.

Dear Daniel,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take the KYC (Know Your Customer) process very seriously in order to send the winnings to the right player. In some cases, it might take a bit longer. Could you let me know when exactly you submitted the last document?

Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Daniel,

Thank you very much for your email. I see that you contacted the casino yesterday and in the message you mentioned, that you sent the missing bank statement last week. I would suggest you to wait for a few more days and if your account isn't successfully verified, we will try to get in touch with the casino to find out what is going on.

Additionally, I would like to ask you to reply directly to this thread in the future. This is for us the quickest and easiest way to communicate. Thank you for understanding.

Hello Daniel,

Is there anything new, please?

Yes, they wanted a screenshot of Muchbetter and Skrill, where the deposit and also the email address and the name can be seen.

Both providers do not offer this in their apps, so they seem to have rejected them again.

Ja sie wollten noch einen Screenshot von Muchbetter und Skrill haben, wo die Einzahlung und auch die Emailadresse und der Name ersichtlich ist.

Beide Anbieter bieten dies in ihren Apps aber nicht an sodass sie scheinbar diese wieder abgelehnt haben.

Hier die Antwort des Casinos:

Dear XXX,

You have recently sent us documents to verify your account. In order to complete this process we still need the following documents: 

- screenshot of Skrill transaction to Condor Gaming, showing account information in the top right corner. Your email, name and the transaction to our casino have to be displayed.

-Muchbetter proof of account

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Brian

Big5 Players Support

Big5 Casino

Ich habe dann folgendes geantwortet, seitdem keine Reaktion:

Do you read the Text i have written?

Both, muchbetter and skrill does not provide this in their Apps and u know it for shure. So u just delay it.

This case will be forwarded to the mga authoroty on friday if u dont acept the screenshots i already sent or find a different solution.

Dear Dati91,

You have to provide these documents in order to verify your account. Asking for proof of deposits from these payment providers isn't anything unusual. If this is not possible in your mobile app, I am sure it will be possible on your computer. At least, I found an example for Skrill - proof of transaction:

Regarding the MuchBetter, from the casino's message it seems that proof of having it should be enough, but I cannot tell for sure how it is supposed to look like. Please let me know if this information was helpful.

Today I sent the overview, similar to your example, with booking, name and email address.

Let's see when they answer.

Ich habe dem Casino heute die Übersicht, ähnlich deinem Beispiel, mit Buchung, Name und Emailadresse zukommen lassen.

Mal sehen, wann sie antworten.

Dati91, thank you very much for letting me know. Please keep me updated, if you receive some answer from the casino, so we can continue resolving this case accordingly.

Hello Dati91,

Is there anything new, please? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will close your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.