A Big Candy Casino - 選手の退場が遅れています。

Withdraw has been pending since December 21st. I've exceeded the 7-10 business days for approval

Dear Thoss5150,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes my account is fully verified and I've made a deposit and a withdraw. I accumulated the winnings off a bonus after I made a deposit

Thank you for your reply, Thoss5150. Could you please post a screenshot of your withdrawal history here in this thread? What is the current status of your withdrawal request? Is it still marked as pending?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here

Have you tried contacting the casino regarding the delayed payment? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Thank you very much, Thoss5150, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Thoss5150,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite A Big Candy Casino to join the conversation and participate in the resolution of this complaint.

Dear A Big Candy Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Whatever it to get my withdrawal processed

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.

Ok thanks I'd like to get this resolved and receive my withdrawal

Hello Thoss5150,

Good news. See the casino representative's reply:

"Player's request has been approved today. 

Amount = 173.08 AUD

Usually, our payments team is trying to send approved amounts in 24-48 hours (during business days).

However, in our Terms and Conditions, it is stated that ''Approved amounts will be processed within seven to ten business days of approval."

Can you please let me know once you have received the payment? So we can consider the case resolved.

Thank you.

Ok wow that's great. So do I receive it in 48hrs or 10 days

Dear Thoss5150,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas

Casino.Guru