Big Wins Casino - Player's withdrawal is blocked and unpaid.

I tried to withdraw £185 on 2/12/2023 but didn't receive it not I'm been blocked and no one will reply to my emails

Dear traceyshann1985,

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 understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Player's additional comments:

Hi I registered for the casino about 2 / 3 months ago , I have been verified by the casino.

I usually play on Starburst and Dazzle me mainly for 50p/1.00p a go, I usually deposit £20/£25 from my Halifax account.

Tracey S****

Hi thank you, as there is no reason for Bigwins to withhold my withdrawal , I deposited and had no problem but as soon as I tried to withdraw the casino clammed up, their havnt contacted or e mailed or spoke to me.

I was verified by Bigwins about 2/3 months ago.

I normally only play the slots Starbust and Dazzle me.

I play with 50p or £1 a game.

Hi traceyshann1985,

• Could you please advise if you accumulated your winnings with or without an active bonus?

Thank you.

I carnt remember, but you carnt withdraw unless you have spent the wager that the casino puts in place with each bonus.

You must spend the wager of each bonus, even if u try you cannot withdraw money unless the wager has been spent, once you have spent the wager the money is yours, I have had a withdrawal before this and had no trouble, although it was for alot less.

Thank you very much, traceyshann1985, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 in the near future.  

Thank you , so do I , I feel cheated by them.

Dear traceyshann1985,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Big Wins Casino representative to join this conversation.

Dear Big Wins Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

On the 2nd off Dec 2023 I was playing slots on Bigwins, I was lucky for the first time to win, I checked the money was withdrawalble and it was.

I had about £250 in clear winnings I then tried to withdraw £185, and played the rest on the slot machine which I lost.

Over the last month or so I waited for my withdrawal, frequently asking customer service where my withdrawal was, only to be told I had to be patient, then they stopped speaking to me, that money is my winnings and their are cheating me out of it.

I am verified by the casino and any winnings if waged against a bonus was fully cleared and mine to withdraw.

Also there customer service refused to tell me why I hadn't received it and only said be patient, Big wins has not contacted me by phone or e mail to tell me what's happening, IV all sent several e mails to there customer service and had no reply, their won't even give me a complaint number or e mail, I'm just told by the site to be patient then they end the discussion

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.

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka