A Big Candy Casino - プレイヤーの賞金は没収されました。

I had made an account redeeming a free play no deposit bonus. I had $164 left when I met the play through requirements so they took that and left me with $100 which was maximum cash out and then went to cash out, went through the process of getting verified, and my cash was denied and the new request to cash out was initiated by the manager and immediately approved this and approved cash out by the manager must’ve went to his wallet because it did not go to mine

Dear crwells0888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A Big Candy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any deposits in the casino previously?
• Have you contacted casino support and asked for an explanation?
• Did the casino cite any rules that were broken?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Taking the time to help me resolve this I did contact support through live chat and spoke with someone about it. They told me that I had claimed a deposit bonus already in April, which isn’t true because I opened the account just a couple days ago I don’t have any transcript, but I do have screenshots from the account of transactions

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

im the only person at my house that has made an account and they said I’ve passed the kyc

Thank you very much, crwells0888, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  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 crwells0888,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an A Big Candy Casino representative to join this conversation and participate in resolving this complaint.

Dear A Big Candy Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of A Big Candy Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello crwells0888,

I was contacted by the casino representative outside of the complaint thread. It appears that you have claimed two non-deposit bonuses in a row without any deposit between them, so the casino confiscated the winnings from the free chip. The casino acted within its terms and conditions and due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.