A Big Candy Casino - Відкликання гравця відкладено.

Hi there, I need your help. I play at A Big Candy and I won $684.24 AUD, but until now I still haven’t get the payout. I understand that the speed for withdrawal depends on case, depends on account verification. In fact I already verified both my driving license and my passport id, I still haven’t receive my money yet. Spoken to their customer service they just not willing to update the status, just saying that is still under "process".

I have fulfilled all their requirements by asking for my driving license and my passport + asking me to make first deposit

Dear qazplm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with A Big Candy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your withdrawal requests keep getting canceled?
• Do I understand correctly you won from a no-deposit bonus?
• Have you made any previous deposits in the casino?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Do I understand correctly your withdrawal requests keep getting canceled?

ANSWER: Abigcandy haven’t cancel any of my withdrawal yet.

Do I understand correctly you won from a no-deposit bonus?

ANSWER: I DEPOSITED $30

Have you made any previous deposits in the casino?

ANSWER: I ONLY MADE ONE DEPOSIT SO FAR

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hi the dispute amount should be $AUD684.24

hi by 6:59pm I received email from a big candy, they ask me to make another deposit for verification, strange that I already done that deposit earlier and I can see the previous deposit status showing approved, why they keep asking me to deposit again?

please see attached print screen of the email from A Big Candy and also evidence that I deposit before and it’s shows approved.

I adjusted the disputed value.

According to the casino's transaction history, your deposit was only 28$, could you please advise if this is accurate?

Have you been informed the 30 AUD would be credited to your account when depositing?

hi yes the amount is AUD28 due to after conversion charges. Anyway I’m still haven’t receive my payout

Hi there now they approved my withdrawal but until now I still haven’t receive my payout.

and they only approved $100 withdrawal which is so ridiculous, I understand I used free chips to play the games, upon I’m using free chips to play the games, I managed to hit $1600++ but then later when I hit the target it reduced it to $100, so when that $100 become the real cash I continue to try my luck then later it’s hit $684.24…. Please see attached screenshot for ur information

as u can see the transactions list, the manager has approved twice for the withdrawal, so I was expected there is 2 withdrawals will be transferred, but then after I talked to CS, they said no, they said they going to forfeits $584.24. And I think this is doesn’t make sense , upon I’m using the free chips to play the games I hit $1600 then later when I wagered the target amount they already forfeited once, why now they forfeited for the second time?! the amount of money to be transferred to my account should be 684.24 not just $100…

Hi there, now I’m just wish that I can get paid with that $100, can u pls help me to talk to them when am I going to receive my money? Until now there is no incoming money to my Bitcoin wallet…. Can u pls help me to check with them, when is the exact date that I’m going to receive my money

Thanks for the clarification.

'Manager withdrawal' status means confiscation of winnings or other reduction following terms and conditions on this platform.

• Do I understand correctly your winnings were capped twice to 100 dollars, the first time after you finished wagering of the bonus free spins, and the second time after you continued playing with the amount and won?
• From your transaction history, I can see only one instance of winnings reduction. Can you please explain when exactly were your winnings reduced the first time?

Dear qazplm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.