Winbig21 Casino - 選手の退場が遅れる。

I've made withdrawals from this casino before but this withdrawal is taking too long. (3 months) bigwin casino keeps giving the same excuses every time I inquire about my payout. Can you help?

Hello guiodkimberly,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbig21 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified. For about a year now. I've made a withdrawal from their casino in the past, which Casino guru also helped me to finally receive, since there were delays with my first withdrawal, as well. My winnings were accumulated from a bonus, which I completed the playthrough on. Today I went to their casino and communicated with an agent through live chat and was given the same standard answer I get every time I inquire about my payout, "We're sorry for the delay, I assure you that your account has been placed on high alert and you will hear from the accounts department through an email that will tell you when you will receive your winnings". I should have known better to play there since my first payout was late too but I just assumed it was because it was my first payout from them.

Hello guiodkimberly and thank you for the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello guiodkimberly

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know Winbig21 Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Winbig21 Casino to join the conversation.

Dear Winbig21 Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

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.

Dear guiodkimberly

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,

Michal