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big 5 casino keeps stagnate to pay out, firstly they kept stagnating with constantly more KYC questions. they asked me for way more info i ever needed to provide anywhere online. and now my KYC is finally approved. but they say their are possible multiple accounts under the same name. thats bullshit because this is my one and only account. even though i request the withdrawl with the same account as i depositted with, give my government ID, bank statements , photo of my bank pass, other letters etc i didnt absolutely more then enough to prove its me, and i even got a chatlog with the livechat , that they said that they know i am the rightfull person. they keep saying they '' investigate it thorougly'' , while their isnt anything to investigate, because they know for certain its me!! when i ask where the doubt is, they say she dont want to run in circles, and tell me i have nothing to worry about. they say they dont give me my rightfull money to 'protect me'' , protect me for what?? my own rightfull money?? they are fraudulous, ask ridiculous KYC questions, and even after you provide more then the government knows about you, they still dont pay me out, to protect 'me' 🙁

Dear Levi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. If all the provided data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have started the verification process and requested your withdrawal? If there’s any relevant communication regarding the accusation of opening multiple accounts, please forward it to petronela.k@casino.guru. Thank you in advance for your reply. 

Best regards,

Petronela

Hello Petra thanks for your message! It’s almost a month, and they still refuse to pay me out, now they keep asking for a doc, that my bank couldn’t provide. I even sended a mutation overview of my bank statements and a social welfare deposit letter, so they could check it corrosponded. They see the trustly account is on my name same account wich is I did the deposit and withdrawal with. They got my ID, proof of address. Bills, photo of my bank card, social welfare letter, mutation overview etc.. multiple chat operators told me, they know who I am, but they keep stagnating it, by asking a document that my bank couldn’t provide. I know how a KYC works, I played on multiple sites, never had I ever this kind of situation. Trustly deposit in it self is a KYC method. I give far more information then I comfortable to give a casino, and I never had any issues with KYC on any other site exept this one. They keep coming up with excuses not to pay out, first it whas the KYC , then the KYC Whas good, and it whas because of suspicion of multiple accounts, and now it’s the KYC again. Chat operators told me theirs no doubt that I am who I am. They ask for a specific set of data on a doc, that my bank simply doesn’t and couldn’t provide, and my bank warned me to be very cautious with this site. I did everything to prove it’s me, and despite multiple operators told me they know that I am legit, they still refuse to pay me.

Thank you very much Levi for providing all the necessary information. 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 Levi,

I looked at your case and understand your frustration. I will contact the casino and see what can be done here.

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.

they are deliberatly stagnating. after this , they told me they couldnt open a doc, while that wasnt true because the file was wrong nothing with , and i checked it in the 'send' box after and i could open it. they then told me the document whas blurry. (mind you, it whas a 3 mb picture shot with a 12 mp camera), after that they told me the document didnt had the iban and adress on it while it clearly has. then i highlighted the asked info in the exact same document . and then they told me it whas blurry again. THE SAME DOCUMENT , THAT WASNT BLURRY BEFORE, NOW IS BLURRY AGAIN (same file as first) almost 3mb file size). after that i sended a pdf file as a last try, and now i still dont got any reaction expect that it could be longer than the given 48 hours. (I WAIT FOR MORE THEN A WEEK FOR MY LAST KYC APPEAL NOW, STILL DONT GOT ANY REACTION)they keep asking me for patience, while i got blatantly scammed here. KYC NEVER need longer than a week. and i got factual prove, they falsly denied my KYC for more then 6 times now. WHILE I GOT ROCK SOLID PROVE THEY BLATANTLY FRAUDED ME, BY FALSLY DENIE MY RIGHTFULL KYC APPEAL.

Hi Levi,

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

Thanks peter I hope so, I ask the Livechat yesterday for a update.And they keep telling me. Our team is working on it, their always working as fast as they can bla bla bla.. they even reqnised they ‘didn’t forget my withdrawal, and sees it’s still under review" I wait for more then 2 weeks now after my last KYC appeal. Went to Livechat again. ( I almost every day ask for a update or that if they contact legal department or just finally help me). The only thing they do send is formal one-liners, to be patience and their team works so hard. And other players never got problems regarding payouts. Despite, big5 ratings are bad on al review sites/forums that doesn’t have a referral link YK 😉 feel frauded and trapped and will go to MGA if this isn’t resolved today. I try to cash out for almost 2 months now. I’d did provide far than beyond any reasonable casino would ask me to. Mind you, I got factual proofs in my inbox that my KYCs are deliberately stagnated &/or fraudly denied. I can deliver to casino.guru as a proof of integrity.

not only that, they insisted me in the begin, even with a email. that I whas able to withdraw my money if I deposited for the first time (I deposited 2x a total 30&27 )euro. That whas before the stagnating debacle. I want to get my 100 euro. + my deposits in compensation for this blatantly unfair treatment as compensation. No fair business would dock their clients like this. Mind you even al the privious docs are more then any casino ever asked.

insended a mutation overview of my bank statements, a banksatement with my iban & adress etc.. and a social welfare deposit letter, so they could check it corrosponded. They see the trustly account is on my name same account wich is I did the deposit and withdrawal with. They got my ID, proof of address. Bills, photo of my bank card, social welfare letter, mutation overview, bankstatement etc.. 

Dear Levi,

We have checked with the relevant department and would like to inform you that your account is temporary under player's management revision.

As per information from our Legal department, no additional documents are required from you for the time being.

The reason for the investigation is that our system has detected more than one player using the IP you registered on.

However, this is a standard procedure and at the moment you have nothing to worry about. In case we would need some additional information from you, you will be contacted by one of our departments via email.

Once the investigation is completed, we will inform you over your email address in a timely manner.

Meanwhile, thank you for giving us the opportunity to assist you.

Kind Regards,

The Management

deliberatly falsy stagnating a payout of my righfull money , doesnt rectify the wrondoings etc.. you have done that to me. i got factual proof i can provide to casino.guru you are deliberatly frauded me in to falsly denie my document. first it whas my KYC,thenitWHas blurry, despite in my sended box it, thT they couldt open it, then it was because my iban and adress werent on it, WHILE IT CLEARLY WAS. thats why i send the exacted document, where i highlited the info required. after that they ask me for a bankstatement with my adress on it. while i already sended my mutation overvew, deposit welfare letter etc.. then i send the bank statement also. & now its of suspision of multiple account, THE SUSPISION OF MULTIPLE ACCOUNTS AGAIN, WHILE ITS PREVIOULSLY CONFIRMED THAT WASNT THE PROBLEM. this has gone beyond any fairness of treathing clients. and if this isnt resolved. i will go to the malga gambling authorication. i already filed my email. i wait for 7 WEEKS NOW!!!!!!!!!!!! YUST GIVE ME HELP INSTEAD OF REFFERING YOU CANT DO SHIT ABOUT IT, AND ASSURING YOUR COLLEGUES DOES THEM BEST, WHILE THE DISCREPENCIE SHOWS OTHERWHISE! WICH DATE I CAN EXPECT MY MONEY AND COMPENSATION? I NEED A DATE OF PAYMENT AND A COMPENSTION INSTEAD OF TELLING THEY WORKING ON IT FOR LITTERLY 7 WEEKS NOW. AND DIDNT RESPOND TO MY KYC IN 2 WEEKS.

not only that, they insisted me in the begin, even with a email. that I whas able to withdraw my money if I deposited for the first time (I deposited 2x a total 30&27 )euro. That whas before the stagnating debacle. I want to get my 100 euro. + my deposits in compensation for this blatantly unfair treatment as compensation. No fair business would dock their clients like this. Mind you even al the privious docs are more then any casino ever asked.

insended a mutation overview of my bank statements, a banksatement with my iban & adress etc.. and a social welfare deposit letter, so they could check it corrosponded. They see the trustly account is on my name same account wich is I did the deposit and withdrawal with. They got my ID, proof of address. Bills, photo of my bank card, social welfare letter, mutation overview, bankstatement etc.. 

Hi Levi,

We'll have to wait for the investigation to be over. I'm in touch with the casino rep and will keep you updated.

Dear Player,

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 28th of April 2020. By today’s date, we have not received further response from the player.

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  ; Withdrawal requests – article 89)

Kind Regards,

The Management

Thank you Big5 Team for the reply and email.

Levi, I'm really sorry, but the casino provided evidence supporting the claim there were two casino accounts registered from the same IP address. I'm afraid, there is nothing I can do to help you. If you still feel it's not correct, you can turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. Please let me know what was the MGA's decision.