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Hi jussiboy100 - welcome to ThePOGG.com.

Please quote the last communication you received from the operator about this issue.

Thanks,

ThePOGG

Hi The Pogg!

This email was received 8th of August:
"Thank you for your reply.

Kindly be informed that at the moment we are still waiting for updates on your payout request.

We are sorry that this is taking long but we have certain procedures that we need to perform and it is not possible to skip them.

We will contact you as soon as we have any updates regarding your case.

Let us know if you have more questions, we are happy to help you!


Sincerely,
Sarah
Big5Casino Legal
Big5 Casino"

And this one is the latest, received 21st of August:
Thank you for your e-mail.

At the moment we do not have a time frame of how long this process will take, but I assure you this will be done as soon as possible, and I would like to ask you for your patience as it may take a little while.

We will contact you as soon as we have any updates regarding your case.

Let us know if you have more questions, we are happy to help you!


Sincerely,
Aurora
Big5Casino Legal
Big5 Casino


Basically same kind of emails since 3rd of July when I made the withdrawal request.

Kind regards,
J

Hi jussiboy100,

Our understanding is that your withdrawal has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi The Pogg!

Thank you very much for helping me! They immediately paid one part!
But they only paid 1000e and said that they will separate the payment into smaller parts. Next payment will be paid 9th of September they said.

Did they give you any time frame when the withdrawal will be paid in full?

Kind regards,
J

Hi jussiboy100,

The Big5 Casino terms and conditions state that they will pay out a maximum of €5000/month. So you should receive a further €5000 over the course of September with the remaining balance paid over the course of October. 

Please update us as you receive these payments.

Thanks,

ThePOGG

Hi The Pogg!

Okay, thank you very much again!
I will update here if things will go forwads as told by the casino.

Kind regards,
J

Hello,

I asked for the casino about the payment schedule that you told me earlier (5000e paid in September and 5000e in October).

They did not agree with that condition even though it is in their T&C. They said that payments department makes their own decision in these payments.

Also they told me that the third payment would be paid 23rd of September so seems they will pay only 1000e every 2 weeks..

Can you help with this? I cant really get an answer from the casino about the payment schedule..

Thanks a lot again!

Kind regards,
J

Hi jussiboy100,

We have followed-up with the operator who have confirmed they will honour the €5k/month withdrawal limits.

Thanks,

ThePOGG

Hi The Pogg!

The operator is not going to pay the withdrawals €5k/month as they promised to you. 3 times 1000e is now paid (first one was paid 28th of August). They told me that the 4th payment will be 7th of October. So it is not meeting the limits they told you.. 

Kind regards,
J

Hi The Pogg!

Thank you for the help again. I got confirmation from the casino that the first withdrawal of 5000e has now been fully paid out.

I made a new withdrawal request for the rest of the balance. I hope they can take care of the 5000e/month withdrawal time frame here also.

I will keep you updated from the situation.

Thanks again and kind regards,
J

Hi jussiboy100,

The operator confirmed that the final €2k of the first €5k was released earlier today. Thanks for confirming.

Please keep us updated as further installments come through.

Thanks,

ThePOGG

Hi The Pogg!

It has now been 12 days from the withdrawal request and nothing has been paid ot of the second 5k withdrawal request.  Do you think they would still pay it in a month as promised?

Kind regards,
J

Hi jussiboy100,

If they fail to meet their stated payment thresholds, let us know and we'll follow-up with the operator.

Thanks,

ThePOGG

Hi ThePogg,

I think I need your help once again. They will not meet the payment schedule that was promised.. 
1st part (1000€) of the withdrawal is now paid (not in my bank yet, but they said so)
2nd part (1000€) will be paid 25th of October according to their support.

So when the payment 2/5 is paid, then should be paid the whole 5000€ but that seems not to be happening.

Kind regards,
J

Hi jussiboy100,

Our understanding is that €1k has been paid, €2k has been issued today and that the last payment will be made before the end of this month.

Thanks,

ThePOGG

Hi jussiboy100,

Have you received your complete balance?

Thanks,

ThePOGG

Hi jussiboy100,

I'm following-up on the above?

Thanks,

ThePOGG

Hi jussiboy100,

If we haven't heard from you by Friday the 3rd of December we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hi ThePogg,

I can confirm that it is all paid now and this complaint can be closed.
Warm thank you for helping me with this.

Take care

Hi jussiboy100,

Thanks for letting us know - it is appreciated :)

ThePOGG

Both the submitting complainant and Big5 Casino have informed us that this issue has been resolved and the player has received their funds.

Dear The Pogg,
 
 I have made a withdrawal request of 5000€ from the casino (had a balance of 10903€ and left the rest for my casino account for playing).
 
 The withdrawal request was made 3rd of July and after that send them the documents requested by the casino. 
 
 The verification process was completed 14th of July.
 So now I have waited 6 weeks after the verification was completed and it is still not paid.
 
 I have asked them about it several times but they always say it is being reviewed (what ever that means?).
 In their terms and conditons they say that payments are processed in 12 hours so it seems weird to me.
 
 Can you give some comments to this issue, please?

Big5 Casino - delayed payment of 5000e

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