Big Wins Casino - Player's withdrawal is delayed.

Hi I've been waiting since 26th of October for a pending withdrawal with no success.waste of time in contacting them just tell you the same thing over and over they can't speed up withdrawals and I should receive it soon .

Dear veronicavodka49,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear veronicavodka49,

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.

Dear veronicavodka49,

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.

Hi my account has been verified and there's no bonus included and I've never tried to withdraw as I just discovered the casino on the 26th of October thank you for keeping me up to date .

Thank you for your reply, veronicavodka49. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi my withdrawal is still pending and customer care is a waste of time as they just tell you it takes 21 days to process then end chat

Thank you very much, veronicavodka49, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, veronicavodka49!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel I see you have given bigwin 7 days to reply.what happens if they don't reply .

If casino does not reply in 7 days, then we give them 7 days more. If we cannot reach them after two weeks, we close the complaint as unresolved, which lowers casino's safety index to motivate them to participate in resolving complaints.

Ok thanks for replying

Finger's crossed then.

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.

Ok then thanks for the update

Hi is this the casino your waiting to hear from just checking

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 CIL 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K