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Big5 Casino - delaying verification/payment

Ruling

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

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Player's Complaint

first day a couple of times and won 950 euro. I send them the documents for verification. foor proof of adress they didnt accept the addres on the bank statemnt i sent. I sent them utuility bill as they asked ther policy is that they react within 48 hours. No reaction so far since friday. everytime i contact there livesupport they tell me to be patience. they are delaying using tactics i have enough i will never play again in online casinos. I dont know how such casinos even get authorisation.

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4 Responses

ThePOGG
January 27, 2021

Hi sergencikler - 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 12th of February let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

ThePOGG
February 14, 2021

Hi sergencikler,

Are you still experiencing issues?

Thanks,

ThePOGG

ThePOGG
February 21, 2021

Hi sergencikler,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
February 28, 2021

Hi sergencikler,

If we haven't heard from you by Friday the 12th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

sergencikler 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:

  • Big5 Casino
  • Malta Gaming Authority
  • Curacao eGaming
  • Condor Malta Ltd

January 27, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.