The player from Australia had been waiting nearly a month to process a withdrawal request, despite regular contact with support chat. The player's account had already been verified and he had used a bonus to accumulate his winnings. Despite repeated assurances from the casino's support chat, his payout had been delayed and his emails had been largely ignored. We intervened and contacted the casino on behalf of the player. After our intervention, the casino had informed us that the payment would be processed within 48 hours. The player confirmed he received his payment and the issue was successfully resolved.
Hello, Despite daily contact with support chat and being told numerous times that the request is being escalated.Its now almost one month since my first withdrawal request without any progress
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with A Big Candy Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Hello Nick, Thank you for the swift reply. Ive been playing at this casino for about two months now and this is my first withdrawal request.My account ,indeed, is fully verified and I'm pretty sure a bonus was used.Support chat has been continuously telling me that I've looked at your account and I noticed your payout is indeed delayed.
Also telling me that they're escalating the situation and not to worry that this will be taken care off. The majority of my emails, especially recent ones have been ignored.
Thank you Vares for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Thanks for the reply.Nothing has changed.Ive emailed the payments department and had countless talks with support chat daily with no end in sight.No one is responding to my emails.
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'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved.
I did get a response to my email today.Not very reassuring nothing i haven't heard before.No solution to the problem.Ive attached a screenshot of the email.
I've been informed by the casino representative that you should receive the payment within 48 hours. Could you please let us know once the payment arrives so that we can consider the case resolved? Thank you.
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.