Winbig21 Casino - プレイヤーの退会はキャンセルされます。

I started playing on WinBig21 in the summer of 2020, in August I had a win of € 1000 which was NEVER paid to me. At a first reminder, I was told to reverse and make a new deposit and the balance was reduced to the € 325 I requested. After 3 months they told me to do a reverse again which I tried to replay and I returned to 1000 € which I requested in November. In APRIL they tell me to do a further reverse which I divide again into two requests for € 500 and nothing happens. IN JUNE 2021 yet another reverse telling me that I could request 1000, but in SEPTEMBER again the ninth reverse by making two requests of 500, up to DECEMBER 2021 where at the nth (10th!) Reverse those 1000 € became 275 Whenever I tried to chat with someone, I was gradually told that I would be paid within 2-3 days, or 3-5 days, or again within the week to an "as soon as possible". A little while ago at my umpteenth chat, an operator in addition to telling me that "as busy as possible" added that the casino apologizes for the late payment due to delays (from August 2020!) Caused by a problem with their system e-wallet. I don't have all the chats I had, but I have a screenshot of the ten reverse.

Ho iniziato a giocare su WinBig21 nell'estate del 2020, ad agosto ho avuto una vincita di 1000€ che non mi è stata MAI pagata. Ad un primo sollecito, mi è stato detto di fare un reverse e fare un nuovo deposito e il bilancio si è ridotto a 325€ che ho richiesto. Dopo 3 mesi mi hanno detto di fare di nuovo un reverse che ho provato a rigiocare e sono tornata a 1000€ che ho richiesto in Novembre. Ad APRILE mi dicono di fare un ulteriore reverse che divido di nuovo in due richieste da 500€ e non succede niente. A GIUGNO 2021 ancora un altro reverse dicendomi che potevo richiedere 1000, ma a SETTEMBRE di nuovo l'enessimo reverse facendo due richieste da 500, fino ad arrivare al DICEMBRE 2021 dove all'ennesimo (10°!) reverse quei 1000€ sono diventati 275. Ogni volta che ho provato a parlare in chat con qualcuno, mi è stato gradualmente detto che sarei stata pagata entro 2-3 giorni, oppure 3-5 giorni, o ancora entro la settimana fino ad un "al più presto possibile". Poco fa all'ennesima mia chat, un operatore oltre a dirmi quel "al più preso possibile" ha aggiunto che il casino' si scusa per il ritardo nei pagamento dovute a delle lungaggini (da agosto 2020!) causate da un problema del loro sistema e-wallet. Non ho tutte le chat avute, ma ho uno screenshot dei dieci reverse.

Dear Mirella,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that you have never made any successful withdrawals? Would you be so kind and confirm you passed the KYC verification?

Also, could you please clarify the dispute value? You mentioned multiple times that you are trying to withdraw €1,000, however you set the value to €275.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

The first time I played after using a bonus I had a win of € 1000, which I requested but was not paid to me. Given the delays, I asked for help in the chat and on some occasions they told me to cancel the entire request and to make two different ones for € 500, you can see in the screenshot More time has passed and seeing that they did not pay me yet, I replayed the amount losing significantly, in the end I requested what was left, that is 275 €.

As for the documents, the operators have always told me that they are fine, the delays are due to an e-wallet problem. But as you can see, it's been a long time. The various chat discussions we had always seemed the same, some times automatic, others direct but always of the same type and almost never clarifying. Practically the chat that I have attached is identical to many others I had.

La prima volta che ho giocato dopo aver utilizzato un bonus ho avuto una vincita di 1000€, cifra che ho richiesto ma che non mi è stata pagata. Visti i ritardi, ho chiesto aiuto in chat e in alcune occasioni mi hanno detto di annullare la richiesta intera e di farne due differenti da 500€, si vede nello screenshot E' passato altro tempo e vedendo che non mi pagavano ancora, ho rigiocato la somma perdendo notevolmente, alla fine ho richiesto quello che rimaneva, cioè 275€.

Per quanto riguarda i documenti, gli operatori mi hanno detto sempre che sono a posto, le lungaggini sono dovute ad un problema di e-wallet. Ma come vede è passato tanto tempo. Le varie discussioni via chat avute sembravano sempre le stesse, alcune volte automatiche, altre dirette ma sempre dello stesso tipo e quasi mai chiarificatorie. Praticamente la chat che ho allegato è identica a tante altre avute.

Thank you very much Mirella for your clarification. I will now transfer your complaint to my colleague Martin (martin.d@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 soon.

Hello Mirella!

From now on, I will take care of your complaint. I would like to invite representatives of Winbig21 Casino into this complaint in order to help us with the withdrawal issue.

We would like to ask Winbig21 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

Hello Mirella!

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

The representative of Winbig21 Casino has reached out to us and informed us, that your withdrawal was reversed and there are currently no funds available for withdrawal in your account.

Could you please confirm this information?

Looking forward for your response.

Yes I confirm, because after this complaint was not successful, there was little or nothing to do so I canceled the request and continued playing, losing everything.

Sì confermo, perché dopo che questo reclamo non era andato a buon fine, c'era poco o niente da fare così ho annullato la richiesta e ho continuato a giocare, perdendo tutto.

Dear panghi,

I would like to inform you that we are currently amidst a discussion with the casino representative about this case. We have requested some more information from their side, as we do not consider the situation resolved by you eventually playing down the balance, since the withdrawal took unreasonably long time and was not successful at all.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we've been discussing the solution for this issue with the casino's representative outside of this complaint and we were also waiting for more information on the case, we are providing the casino with another timer for 7 weeks, so they are able to comment their decision here.

Unfortunately, the casino did not provide us with further response on the case, therefore making it impossible for us to proceed with resolution of this complaint.

Although the player played down the balance, her withdrawal requests were not processed for an unreasonably long time frame, which should not happen and eventually not paid. With that being said, we see the complaint as fully justified and it will be closed as 'unresolved' with such classification.

In case we would receive any information from the player or from the casino, about any sufficient compensation for this situation, we would change the status of the complaint.