Big Bestingame Casino (Big Casino) - Гравець бореться з невідповідним обслуговуванням клієнтів.

Non-existent customer service.

I still haven't been able to find out if my account has been identified (documents sent) and the welcome bonus wasn't credited to me.

Several tickets have been opened: no response.

Assistenza clienti inesistente.

Non sono ancora riuscita a sapere se il mio conto è stato identificato ( documenti inviati) e il bonus di benvenuto non mi è stato accreditato.

Numerosi i ticket aperti: nessuna risposta.

Dear crissy67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

I sent many emails to the support service to find out what the problem was and tickets were opened that were never closed because I didn't receive any response.

The documents were sent to customer support on November 23, 2023.

Thank you.

Ho inviato molte mail al servizio assistenza per sapere quale fosse il problema e sono stati aperti dei ticket mai chiusi perché non ho ricevuto alcuna risposta.

I documenti sono stati inviati all' assistenza clienti il 23 novembre 2023.

Grazie.

Thank you very much, crissy67, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Casino Big sent me a link to send the documents and credited me with the 55 euro welcome bonus on November 29, 2024.

However, there is the problem of non-existent customer support.

Casinò Big mi ha inviato un link per inviare i documenti e mi ha accreditato i 55 euro del bonus di benvenuto il giorno 29 novembre 2024.

Esiste comunque il problema di un' assistenza clienti inesistente.

Dear crissy67,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. However, please note that we do not have any control over whether the casino's support will function properly or not. We hope that they will respond to you promptly.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru