Big5Casino - プレイヤーは入金後にフリースピンを受け取っていません。

I made my first deposit at this casino and received a bonus of 100% up to ¥71,000 + 500 Free Spins.

I received the 100% bonus, but I didn't get the 500 free spins.

I contacted support and they replied that the bonus had been granted.

I replied that I hadn't received it, and they said they would look into it, but haven't heard back since.

I then contacted support but no response.

They haven't even contacted me.

It's a scam casino

このカジノに初回入金をしました。ボーナスは100% up to ¥71,000 + 500 Free Spinsです。

100%ボーナスは貰えましたが、500free spinsは貰えませんでした。

サポートに連絡しましたが、ボーナスは付与したと返事がありました。

私は貰ってないと返事しました。彼らは調べると言いましたが、それから返事はありません。

その後、サポートに連絡しましたが、何も応答はないです。

彼らは連絡さえもしてきません。

詐欺カジノです

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Welcome Bonus Terms and Conditions, and this is what I found:

FreeSpins will be credited daily for 10 days and can be used on Book Of Dead

Could you please send me a screenshot of your bonus history so that we can check the dates and amounts of free spins you received?

When exactly did you make the deposit this complaint is about?

How much money did you deposit?

Have you checked the Book of Dead game to see if the spins are available in the game for you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

04-08-2025 06:55:35

10800Yen

I sent a screenshot...

What's going on?

スクリーンショット送ったけど…

どうなってる？

I checked the Book of Dead game and there were no spins available in the game.

I checked Book of Dead three or four times in total, a few days after I deposited the money and again a few days after that.

The screenshot I provided states that I received the free spins on August 7, 2025.

But I haven't received any free spins.

As proof, the Amount is listed as 0.00.

I am not filing this complaint because I want free spins.

I want everyone to know about this scam casino.

I have filed a complaint in the hope that no one else will have the same unpleasant experience as I did.

Book of Dead ゲームをチェックしました。ゲーム内でスピンが利用不可能でした。

それを入金した後日、またその何日間か後にも、計3～4回位、Book of Dead をチェックしました

私が提出したスクリーンショットに、2025年8月7日にフリースピンを受け取ったと記載されてます。

しかし、私はフリースピンを受け取っていません。

その証拠にAmountは0.00と記載されています。

私は決して、フリースピンが欲しいからという理由で、今回、苦情を提出した訳ではないです。

このクソ詐欺カジノの事を、皆様方に知ってもらいたい、

それによって、私と同じ様な嫌な思いをする人が無い様にと思い、苦情を提出した次第です。

The casino customer support informed you that your bonus was activated with your deposit made on August 4. Did you check the Book of Dead game immediately after depositing money into the casino? Can you see any gaming history in your casino profile?

I checked Book of Dead but there were no free spins

Book of Deadを確認しましたが、フリースピンは無かったです

Please request the casino to send you your gaming history in Excel format, starting from the date you made the deposit and activated the bonus, and then forward it to me at [email protected]. Thank you for your cooperation.

Yesterday, I asked the casino to send me the game history in Excel format.

I made a request.

Again, no reaction at all

They don't contact me

昨日、カジノにゲーム履歴をExcel形式で私に送る様に、

依頼しました。

やはり、全く反応無いです

こいつらは、私に連絡してこないです

I haven't received any messages from the casino.

カジノから何のメッセージも来ません

Please forward me the original emails with your request that you sent to the casino at [email protected]. Thank you for your cooperation.

https://www.big5casino.com/en/index/support/faq

I requested that you send me my game history in Excel format. For this reason, there is no sent email. Would you like me to send the same email to the casino from my email client?

https://www.big5casino.com/en/index/support/faq

私は上記から、ゲーム履歴をExcel形式で私に送る様に、依頼しました。その様な理由で、送信済みメールは無いです。同じ内容のメールを、私のメールクライアントからカジノに送りましょうか？

Yes please. Also, kindly forward me the response you will receive from the casino.

Please send me the game history from August 4th in Excel format.

I sent the above message to the casino 22 hours ago.

But just like before, there was no response from the casino.

And I forwarded the email I sent to the casino to Veronika.

8月4日からのゲーム履歴をExcel形式で私に送って下さい。

上記のメッセージを22時間前にカジノに送りました。

しかし、以前と同じ様に、カジノからは何の返信もありません。

そして、Veronikaさんには、私がカジノに送ったメールを転送しました

Thank you very much, shumai, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you shumai for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Big5Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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. 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 might 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter