Winbig21 Casino - 選手の退会が遅れました。

No status change since day 1 of requesting payout .

Dear Annacarp22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes as of today it's been 3 weeks and 1 day and counting. This is my first withdrawal from this casino however everything was verified well, submitted to them the first day which was Oct. 14 2022. I I contact them everyday and every day they ask for my updated Bitcoin address which is my cryptocurrency so I give it to him which has changed three times since the first initial withdrawal request because it's taken so long which is a pain in the butt and another worry that it's not going to get to my bank account because it's changed so many times I don't understand how that works but anyways, the only thing I hear from them is don't worry your refund is in the queue and it should be processed as soon as the financial department gets to it we put it on priority and this is a repeat message I get every single day and nothing after that they won't reply to any further messages after they say that message that it's on priority and financial department's handling it and I've been hearing that for over 2 weeks now so basically almost the whole time. but originally they had told me it would be 3 to 5 days then it changed from 5 to 7 business days or if I'd 5 to 7 days and then it changed to 7 to 10 business days but that's far over that at this point for my status to never change online it hasn't done anything hasn't went from submitted to processing or under under review it hasn't changed at all and it doesn't say q on my end either. And on numerous times I would like to say every other time I talk to him I asked to speak to a manager or to the financial department directly and I've had no success with that they just say there's not somebody from the financial department available or there's no managers on weekends or at night and it doesn't matter what time of day it is I get the same response and the number that I found online for them is a non-working number so that's not good.

Thank you very much, Annacarp22, for your reply. I wanted to check if there's any maximum cashout limit that would hold back your withdrawal, unfortunately, there's nothing in the general terms and conditions (here). Have you been advised about any withdrawal limit or advised to deposit any real money funds into your account to verify your payment method and speed up the process?

Yes the max withdraw limit for this promotion is 174.00 and yes I had to deposit 25.00 in order to even submit a request for withdraw

Thank you very much, Annacarp22, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much .

Hello Annacarp22,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Winbig21 Casino to join the conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

I was told by a customer support agent on Sat. 11/12, I should expect to hear something by today 11/14. But heard nothing got no answers and still in same situation as day 1. .

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’ which may negatively affect its rating.

Thank you. I've been contacting them daily as they still tell me they will pay me soon. Rest assured I keep hearing.

Only response I get from there end is "ITS IN THE QUE TO BE PAID AS SOON AS POSSIBLE, ITS BEEN ESCILATED TO PRIORITY , REST ASSURED WE WILL PAY YOU SOON. " YOU should hear sure something by Monday for sure. That was last 2 weeks . So frustrating why would ANYONE GO TO THIS casino ever. . it's horrible..

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Dear Annacarp22,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas