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I have on 09.07. played in the casino and won € 750. After that I made a withdrawal request. All documents have been submitted by me. I have on 13.07. won another € 700 and then I put this on payment. Since my 1st payment was canceled, the € 750 was not transferred back to the account. On request, I was informed in support that I would have canceled this. I have not canceled any payouts unless this was done automatically with my 2nd payout. Nevertheless, the € 750 has disappeared. Where is the money?

here the proof: 750.00EURWithdrawal13-07-202015: 51: 255f06e37fed215rejected or canceledNone

700.00EURWithdrawal13-07-202015: 55: 095f0c83dd3fc8apendingNone

I don't get an answer to my emails and I am only put off by the support.

Please support.

Roswitha

Ich habe am 09.07. im Casino gespielt und 750 € gewonnen. Danach habe ich einen Auszahlungsantrag gestellt. Alle Dokumente wurden von mir eingereicht. Ich habe am 13.07. nochmal 700 € gewonnen und diese habe ich dann auf Auszahlung gestellt. Da wurde meine 1. Auszahlung auf gecancelt gestellt, aber die 750 € wurden nicht in den Account zurücküberwiesen. Man teilte mir auf Anfrage im Support mit das ich das gecancelt hätte. Ich habe keine Auszahlung gecancelt, es sei denn das wurde automatisch mit meiner 2. Auszahlung gemacht. Trotzdem sind die 750 € verschwunden. Wo ist das Geld?

hier der Nachweis: 750.00EURWithdrawal13-07-202015:51:255f06e37fed215abgelehnt oder storniertNone

700.00EURWithdrawal13-07-202015:55:095f0c83dd3fc8aausstehendNone

Auf meine Mails bekomme ich keine Antwort und vom Support werde ich nur vertröstet.

Bitte um Unterstützung.

Roswitha

Dear Roswitha,

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. Could you please advise if you have redeemed any promotional offer when depositing funds into your account? If yes, please specify which exact bonus it was as I would like to check terms and conditions. Have you completed the account verification successfully in the past? 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,

Petronela

Hello Pertonela,

on July 9th I played with a bonus 25.00EURbonus09-07-202020: 50: 10. When it was finished, I was able to pay out my € 750 profit. On July 13th I played with a bonus 27.50EURbonus13-07-202015: 59: 30 and when it was played I paid my winnings of € 700. I have now completed the account confirmation, but you don't get any information. It all takes a long time.

Roswitha

Hallo Pertonela,

am 9.07. habe ich mit einem Bonus 25.00EURbonus09-07-202020:50:10 gespielt. Als dieser abgespielt war konnte ich meinen Gewinn von 750 € auszahlen. Am 13.07. habe ich mit einem Bonus 27.50EURbonus13-07-202015:59:30 gespielt und als der abgespielt war habe ich meinen Gewinn von 700 € zur Auszahlung gestellt. Die Konto bestätigung habe ich nun abgeschlossen, aber man bekommt ja keine Information. Das dauert alles sehr lange.

Roswitha

We are currently still waiting for an update on your case. I understand this can be frustrating, we are also quite unhappy there have been no new updates. Please keep in mind that these kind of delays can be caused by a heavy workload. We are very thankful for your patience.

I apologize for the long wait, however I can assure you that your winnings and verification process are being handled by highly experienced professionals, and you have nothing to worry about

Please keep in mind that we respect our players and would ever allow for anything to go wrong with your winnings

Das wurde mir soeben im Support mitgeteilt. Zu Ihrer Kenntnis.

Roswitha

Thank you very much Roswitha 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 Roswitha,

I'm taking over your complaint. I will now contact the casino and see if I can help.

Thank you Roswitha for the emails. 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 Roswitha,

There is a new contact person in the casino who will take over your complaint. I expect a reply soon.

Hi Peter,

many thanks. I would like to mention that it is not possible to cancel a payment yourself, the system in the account does not allow this.

Thank you .

Roswitha

Hallo Peter,

vielen Dank. Ich möchte noch erwähnen , dass es gar nicht möglich ist eine Auszahlung selber zu canceln, das System im Account lässt das nicht zu.

Danke .

Roswitha

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 Roswitha,

I was informed by the casino that they were very busy but would look into the matter soon. Since we've been waiting for quite a long time, I will mark the complaint unresolved. As soon as the casino will be ready to reply, it will be reopened and you will be notified.

We reopened the complaint as per the casino's request.

Dear Customer,

please be informed that we have investigated this matter for you and the findings are as follows:

you have requested your first withdrawal on 9th of July in the amount of €750. Following this withdrawal request we have requested KYC documents for your account verification as a standard procedure that we're obliged to complete before payment is sent out to your account. At that time your withdrawal request was still pending the successful verification.

On 13th of July, you played with €10 no deposit bonus offered on your account and climbed to a balance of €1025.46 and wagering requirements from this bonus completed 40%. In the logs it is visible that on that same day, you have cancelled your withdrawal request of €750 which resulted in your balance being €1775.46. Upon your new payout request attempt on the same day, since you still had active wagering requirements from the €10 no deposit bonus, and you have wagered only 40% of the bonus, you were able to request only €713.54 from which you have requested €700 and the rest you have played. With this action you have used our buy-off option which allows you to request a withdrawal even if you have not fully wagered your bonus. 

How the buy off option works is explained in our bonus terms (snapshot below):

We hope that clarifies the matter and we also want to remind you that at this time your latest withdrawal request of €700 is still pending due to incomplete account verification. Our team has reached out to you already on 30 July 2020 and is awaiting your response. Once your account is verified we will be able to process the payment.

Kind regards,

Complaints team

Big5Casino

Thank you first for this answer. I still don't see how to cancel a withdrawal. You can't do that in the account !! I now again sent all the required documents (after consultation with Stephan imChat). I hope that my payment will now be processed very quickly.

Thanks especially to Peter for his efforts.

Roswitha

Danke erstmal für diese Antwort. Mir ist immer noch nicht klar wie ich eine Auszahlung stornieren konnte. Im Account kann man das nicht !! Ich habe jetzt nochmals alle geforderten Dokumente ( nach Rücksprache mit Stephan imChat ) gesendet. Ich hoffe doch das meine Auszahlung jetzt sehr schnell bearbeitet wird.

Danke besonders an Peter für seine Bemühungen.

Roswitha

Thank you Big5 team for the explanation. Dear Roswitha, you are very welcome. Please let me know as soon as you receive your funds.

Hello Peter, the following status: I have sent all the required documents to the casino. Screenshot of Ecopayz transaction to Condor Gaming, showing account information in the top right corner. (Since the provided ones are missing a transaction to Condor Gaming. You can do this by going to your transactions page and clicking your name in the top right corner.)

I did not make a deposit with Ecopayz, only with SOFORT Banking. I cannot understand this requirement. I communicated that to the casino.

700 € have been transferred back to my account, which I cannot withdraw for the following reason: The bonus conditions were not met!

You have requested a withdrawal. Since you have previously accepted a bonus, the minimum wagering requirements have not yet been met and the bonus is still active. For this reason, the maximum amount you can withdraw is € 85.87. You can only withdraw your entire balance if you have met 100% of the wagering requirements. If you still want to make your payout, your remaining balance and the minimum stake of the bonus will be set to 0, and a maximum of € 85.87 can be transferred to the outstanding payouts. You cannot undo this action. Are you sure that you want to have € 85.87 paid out and that this will also set your account balance to 0?

However, I used this bonus after my withdrawal request.

I just can't get my money.

Roswitha

Hallo Peter, folgender Stand: ich habe alle geforderten Dokumente an das Casino geschickt. Screenshot of Ecopayz transaction to Condor Gaming, showing account information in the top right corner. (Since the provided ones are missing a transaction to Condor Gaming. You can do this by going to your transactions page and clicking your name in the top right corner.)

Ich habe keine Einzahlung mit Ecopayz gemacht sondern nur mit SOFORT Banking. Ich kann diese Forderung nicht verstehen. Das habe ich dem Casino so auch mitgeteilt.

700 € wurden auf mein Account zurücküberwiesen.Dieseckann ich nicht abheben mit folgender Begründung:Die Bonusbedingungen wurden nicht erfüllt!

Du hast eine Auszahlung beantragt. Da Du zuvor einen Bonus akzeptiert hast, sind die Mindesteinsatzbedingungen noch nicht erfüllt und der Bonus ist somit noch aktiv. Aus diesem Grund beträgt der Höchstbetrag für Deine Auszahlung 85.87 €. Nur wenn Du 100% der Einsatzanforderungen erfüllt hast, kannst Du Dein gesamtes Guthaben auszahlen lassen. Wenn Du Deine Auszahlung trotzdem vollziehen möchtest, werden Dein Restguthaben und der Mindesteinsatz des Bonus' auf 0 gesetzt, und maximal 85.87 € können in die offen stehenden Auszahlungen übernommen werden. Du kannst diese Aktion nicht rückgängig machen. Bist Du sicher, dass Du 85.87 € ausgezahlt haben möchtest und dass dadurch gleichzeitig Dein Kontostand auf 0 gesetzt wird?

Diesen Bonus hatte ich aber nach meinem Auszahlungsantrag genutzt.

Ich komme einfach nicht an mein Geld.

Roswitha

Thank you Roswitha for the update. Dear Big5 Casino team, could you please explain what is going on? I thought the player could use the buy off option.

Hi Peter,

I had a transaction with EcoPayz in the casino. I have now sent a screenshot that shows exactly when and where I made this transaction. Now I get the following answer today:

Dear Roswitha,

Hope you are doing well.

Please be reminded that your Ecopayz screenshot needs to display a transaction to Condor gaming as well as your email. You can do this by going on your transaction page and clicking your name in the top right corner.

Have a nice day!

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

Sincerely,

Emma

Big5 Players Support

Big5 Casino

I really don't know what this is all about now. In addition, I cannot filter this out in the Ecopayz account.

I don't know what that has to do with my current payout either.

Today I was able to re-apply for my payment without any problems. The bonus was gone now. Thank you.

So again just problems. !!!

I will email you the screenshot for your convenience.

Roswitha

Hallo Peter,

ich hatte doch eine Transaktion mit EcoPayz im Casino. Ich habe nun ein Screenshot geschickt, auf dem genau zu sehen ist wann und wohin ich diese Transaktion gemacht habe. Nun bekomme ich heute folgendes zur Antwort:

Dear Roswitha,

Hope you are doing well.

Please be reminded that your Ecopayz screenshot needs to display a transaction to Condor gaming as well as your email. You can do this by going on your transaction page and clicking your name in the top right corner.

Have a nice day!

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

Sincerely,

Emma

Big5 Players Support

Big5 Casino

Ich weiß jetzt wirklich nicht was das alles soll. Außerdem kann ich das im Account von Ecopayz nicht herausfiltern.

Ich weiß auch nicht was das jetzt mit meiner aktuellen Auszahlung zu tun hat.

Heute konnte ich ohne Probleme meine Auszahlung neu beantragen. Das mit dem Bonus war jetzt weg. Danke.

Also wieder nur Probleme. !!!

Ich schicke Dir den Screenshot per Mail zur Kenntnis.

Roswitha

Dear Customer,

Thank you for your reply.

After checking your account we can see that on 30th of August 2020, mandatory 30 days for your account to be verified have passed. Allow me to inform you that, as per our Terms and Conditions, your withdrawal request has been declined and your winnings have been transferred to your balance. Since on 18th of March 2020 you accepted a no deposit bonus, there were still some wagering requirements left in the moment of transferring the winnings from declined withdrawal request to your balance. However we have cleared them for you and you were able to request new withdrawal in the amount of €700.

Regarding your statement that you do not see how to cancel payment request, please see the picture and short explanation below:

If you'd like to request a new withdrawal while you have a pending one already, you can click on the button "withdrawal" in the top right corner on your account and you will get a display you can see above in the picture. After the display appears, all you have to do is click on the button "cancel withdrawal".

In your previous replies you have also stated that you could not request withdrawal of your balance, since you have not met the bonus conditions. This actually is our buy off option. It allows you to withdraw the percentage of the wagered bonus. For example, if you fulfilled 20% of your wagering requirements, you can request a payout over 20% of your balance, but please keep in mind that the minimum withdrawal amount is €20.

After checking your account we can see that your account is now verified, all documentation that you have sent us has been reviewed and this process is done for the time being. This has been done on 4th of September. Following your account verification, your withdrawal in the amount of €700 was also approved and done on 7th of September. You should receive it shortly.

Kind regards,

Complaints Team

Big5Casino

Thank you for your response. The 700 € have been posted to my account today. My thanks for that too. I would especially like to thank Peter for his support.

The case can now be closed.

Roswitha

Vielen Dank für Ihre Antwort. Die 700 € sind heute auf mein Konto gebucht worden. Dafür auch meinen Dank. Besonders möchte ich mich bei Peter für seine Unterstützung bedanken.

Nun kann der Fall abgeschlossen werden.

Roswitha

Thank you Big 5 team for your help.

Hi Roswitha,

I'm glad to hear that your issue got resolved. You are very welcome 🙂. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter