Big Wins Casino - Player’s withdrawal is delayed and under review.

I cleared the betting conditions on April 13th and withdrew 12,000 yen. I figured I'd check on Monday given it was the weekend, but there was no deposit. Thinking it was only the first weekday, I decided to wait. Seven days have now passed without deposit. An email about the completion of the withdrawal process was sent on the 13th and upon reaching out to support, they stated they needed to check with the relevant department. Despite multiple checks, I was told it's still under review. Given the deposit never seems to arrive, I have submitted a complaint. I'm starting to worry if my deposit is perhaps being denied. They say they can't contact me because we're in different departments, which gives the impression that the internal affairs of this casino perhaps aren't in order. My faith in them is starting to dwindle. Thank you in advance for your cooperation.

Dear azusato1262,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The casino's description states that they offer fast withdrawals, which has led to this complaint.

Okay, I'll wait a little longer. I just got an email saying that the withdrawal was canceled. I don't know why, but I'm trying to withdraw again. I told them that if the money doesn't arrive, I'll withdraw it to a different account.

As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration. To keep you in the loop, I'll set a timer for an additional 7 days, bringing us to the two-week mark since your withdrawal request. If there are no updates by then, we'll proceed to contact the casino on your behalf.

Understood. If the payment has not arrived by Wednesday of this week, I will contact support again. I would appreciate your help at that time, two weeks after the request.

Thank you very much, azusato1262, 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.  

The money was transferred successfully this Tuesday evening. Thank you very much.

Dear azusato1262,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru