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Big Dollar - Payment Problem

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Big Dollar Casino Review.

Player's Complaint

I played at Big Dollar and won April 5th, 2020. I requested my withdrawal of $496 the same day. I have checked the site daily,last day being April 11th and it still shows as pending. I submitted all required documents to verify my identity as requested my payout via wire. I have contacted customer service daily via online chat and have emailed to get status updates which I have still not received any responses to. The last rep on the chat said I had 4 credit cards listed with them on my account which could cause a problem. Three of those cards are no longer in existence, have been shredded and trashed. I emailed them again explaining this. I sent twice an email with the picture of the front and back of the card I used to make my deposit.

I was excited to actually win this time but feel as though they are trying to not pay me. And the only emails I get from them are about promotions they are offering. Yet they are happy to accept my deposits.

I understand they may be shorthanded right now due to [the current medical situation] but they could at least respond to my emails. If the workload is too much then maybe they should not be open for business temporarily. Not fair to take people's deposits but not pay if they are lucky enough to win.

Read the casino review

5 Responses

User icon
ThePOGG
April 11, 2020

Hi mandy66 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 24th of April let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
Mandy66
April 11, 2020

I understand it takes time. I also read the terms that state there is a 48 hour hold on money requested for withdrawal. So the status should at least say processed I assumed. I do realize payment can take a few days to reach me after the status is out of pending state. It is just aggravating when one gets no response to any emails sent which made me leery of this casino even though they have a good reputation.

I will hold off on my complaint for a bit and hope I I get my winnings in a timely manner. I just didn't think it would take so long especially with wire method.

Thank you

User icon
ThePOGG
April 25, 2020

Hi Mandy66,

Are you still experiencing problems?

Thanks,

ThePOGG

User icon
ThePOGG
May 1, 2020

Hi Mandy66,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
May 8, 2020

Hi Mandy66,

If we haven't heard from you by Friday the 15th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Mandy66 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Big Dollar
  • Curacao eGaming
  • Genesys Technology N.V

April 11, 2020

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