Big5Casino - Il ritiro del giocatore è stato posticipato ed è oggetto di indagine.

I won, I tried to withdraw, I got the email ok. The notification also lasted 48 hours. A week later I started getting notifications delayed and under investigation. Some computer/game problems, the night multiplier is mentioned, the information is partly in English so ..

Can you help? Big money for the pensioner!

I have the email and screenshot information.

Voitin,yritin kotiuttaa,sain spostin ok.ilmoitus myös kesto 48 tuntia. Viikon päästä alkoi tulla ilmoituksia viivästynyt ja tutkimuksen alla.joku tietokone/peli ongelmia,yös kerroin mainitaan, tiedot osittain englanniksi joten ..

Voitteko auttaa? Eläkeukolle iso raha!

Mulla sähköposti ja kuvakaappaus tietoja

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jymppi69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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

Best regards

Petra

Hello

I have not requested any cancellation.. as far as I know. withdrawal previously respin, Veikkaus, videoslot,

That key...I don't know

Hei

En ole pyytänyt mitään peruutusta.. tietääkseni.kotitus aikaisemmin respin, Veikkaus, videoslot,

Tuo kyc ...en tunne

Hi

The Big5 website states in the account information that no further identification is required.

Moi

Big5 sivuilla sanotaan tilitiedoissa että ei vaadita tarkempaa tunnistusta

Hi, is there anything new or has anything worked out?

Moi onko mitään uutta tai jotain selvinnyt?

Thank you for your reply and for providing the previous details, Jymppi69.

Could you please clarify the following:

• Did you accumulate your winnings with or without an active bonus?
• When was your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same one you used previously?
• Could you provide any additional communication you’ve had with the casino (e.g., screenshots, emails, or chat transcripts)?

You may either upload the documents directly to the thread or send them via email to: [email protected].

Thank you again for your cooperation.

Dear Jymppi69,

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.

Hello

I sent all emails and screenshots to Petra's email and replies.b I haven't withdrawn/received any money from Big5, only from Respin, Lysacasino, Veikkaus and Videoslot.v I saved for the first time Big5 3.3 20 eur and I think these winnings 8-9.3...(I'll check the dates) the winnings are probably from the free gift package since normally 20 eur goes during the day and that was a week apart. Did the email and my questions come to your email Petra? Should I send it again? Where? According to the last Big5 email the reason for rejection was too big a bet...my big fingers and small phone are a bit of a bad equation..I tried 1 eur....I hit 5..I was shocked..I tried to tap it off..there were many....partly because I have Parkinson's disease

T: steep

Hei

Minä laitoin kaikki sähköpostit ja kuvakaappauksia petran sähköpostiin ja vastauksia.b En ole big5 nostanut/saanut yhtään rahaa, ainoastaan respin, lysacasino, Veikkaus ja videoslot.vTallensin eka kerran big5 3.3 20 eur ja luullakseni nämä voitot8-9.3...(tarkistan päivät)voitot on luultavasti ilmaislahjapaketin peruja kun normaalisti 20 eur menee päivän aikana ja tuossa oli vko väliä.oliko sähköposti ja minun kyselyt tullut petra sinun sähköpostiin?laitanko uuudestaan? Minne? viimeisen big5 sähköposti mukaan hylkäys syy liian iso panos...isot sormeni ja pieni puhelin on vähän huono yhtälö..yritin 1 eur....osuin 5..säikähdin.. yritin naputtaa sen pois.. tuli monta.... osasyy sairastan Parkinssonin tautia

T: jyrki

Other withdrawals fast 1 t- 24 t

Where do I email them?

Muut nostot nopeita 1 t- 24 t

Minnekä laitan niitä sähköposti?

Hello

So apparently I'll make an official complaint myself?

I don't understand that accidentally typing too much and a bet that is too big would be a reason to deny 3500 winnings when

Those bets did NOT win, there were several wins over the course of two nights..originally I was winning 6000..I lost 1700...left 4300 of which 3500 was withdrawn and in the morning I lost 800..so I owe Big5 1700+800 in addition to the stolen money

Hei

Eli ilmeisesti virallinen valituksen teen itse?

En ymmärrä että vahingossa liikaa näppäilty liian iso panos olisi syy evätä 3500 voitot kun

Niillä panoksilla EI voitettu, voittoja oli useampi kahden illan aikana..alunperin olin voitolla 6000..hävisin 1700...jäi 4300 joista Kotiutus 3500 ja aamulla hävisin 800..olenkohs siis velkaa Big5 1700+800 ryöstettyjen rahojen lisäksi

Dear Jymppi69,

Thank you very much for the reply. I checked the bonus T&Cs and found this:

"1.15 The maximum bet allowed is €5 until the wagering requirements for a bonus are fulfilled."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

I can't find any link, there was only 1 deposit before the winnings 5-6 days before and 1 after them.. a small bet annoyed a big Fair company!? So if you play 23 hours, several wins of different sizes, plus 1500000.. One triple button at the last moment.. and VUH everything went

Absurd! Is it worth complaining? I was thinking about the newspaper article when a journalist friend became interested in the topic..Big5's own website mentions Fair Play often,,,so I tried to cheat/play wrong/twist (61 year old pensioner vs fancy computers) but maybe their own tricks...(Ice fishing) don't seem quite fair..Malta Fair Play

BIG5 comes from the words Bastards

IN Gamebusiness

En mitenkään löydä mitäään linkkiä, oli vain 1 talletis ennen voittoja 5-6 pv ennen ja 1 niiden jälkeen.. pieni panostus ärsytti isoa Reilua yritystä!?eli jos pelaat 23 t, useita voittoja eri kokoisia, plussakka 1500000..Yksi trilplanäpy viime hetkillä..ja VUH kaikki meni

Absurdia! Kannattaako valittaa? Lehtijuttu mietin kun toimittaja kaveri kiinnostui aiheesta..Big5 omilla sivuilla Reilu Peli mainitaan usein,,,minä siis yritin huijata/väärin pelata/ kieroilla ( 61 v eläkeläinen vs hienot tietokoneet)mutta mites ne heidän omat kikat...(Ice fishing)ei vaikuta ihan reilulta..Malta Fair Play

BIG5 tuleekin sanoista Bastards

IN Gamebusiness

Thank you for your response.

After reviewing your case, it was determined that the withdrawal could not be approved due to a breach of the bonus Terms and Conditions. Specifically, while the bonus wagering requirements were still active, the maximum permitted bet was €5. The casino’s findings indicate that bets of up to €60 were placed during this period, which exceeds the allowed limit.

As a result of this breach, the winnings generated from the bonus play were removed in accordance with the applicable rules, and the withdrawal request was declined.

I understand that this outcome may be frustrating, especially if the restriction was not fully clear at the beginning. Please note that these terms are standard and are applied consistently to ensure fairness for all players.

• For full transparency, could you please provide your complete betting and game history for this period?
• Additionally, could you confirm whether you placed bets exceeding the maximum allowable €5 while the bonus was active?

Thank you for your time and assistance.