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

I played at Bigwin Casino and requested a withdrawal, but

even though the support team mentioned that the withdrawal request would be processed within a timeframe of 24 to 48 hours, it has already been about four days. Support keeps saying it's under review, but they're not providing any detailed information.

The verification has been completed, and I received an email notification about the completion of verification before I submitted the withdrawal request.

Dear FujiwaraKoji,

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, 

Veronika

Understood, I will contact you again if there is any development.

Dear FujiwaraKoji,

Have there been any new developments with your withdrawal? What is the current status of your withdrawal request? Have you received your winnings yet by any chance?

They said that the department in charge would contact me about the withdrawal status,

There is still no response.

The situation has not changed since I contacted Guru-san.

I just got a call from Big Win Casino.

It was confiscated due to a violation of the terms of use.

I have no recollection of this at all and this was a very abrupt response, so please intervene.

I received the bonus, but I haven't used it yet. I'm playing with the cash and have requested a withdrawal.

In addition, identity verification has been completed and there have been no other violations of the terms and conditions.

Thank you very much, FujiwaraKoji, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you FujiwaraKoji for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BigWin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

X was informed of the withdrawal in this way,

I don't want to let such a fraudulent casino get away,

Big Win Casino Support

I am in contact with you,

Big Win Casino can't join this conversation?

Also, the casino has designated the time in Japan.

I'm trying to chat at the right time, but live chat is not available.

Yesterday I asked the support staff to reply properly, but

Did you join Big Win Casino after that?

Even if you contact the casino site after that,

I have told support to deal with this complaint,

They said they would contact the relevant department, but have you seen any intention to participate since then?

Since they will be withdrawing in November, it just seems like they don't want to pay the prize money. Please take action immediately.

I want to make sure you don’t miss out.

Please continue to support us

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. Due to changes in regulation the casino currently does not operate under a license therefore 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,

Peter