BigWins Casino - Player's withdrawal has been delayed due to fraud monitoring.

I requested a withdrawl of £600 on 09/07/24 and was told it would be processed within 7-21 days. Checked my account today and the request has been updated as 'returned due to fraud monitoring'. Can not get an answer from live customer service to what this means or where my money is. Support email just bounces back starting to believe that I won't ever get my refund. I made a deposit without using any bonuses. Never encountered a site like this in my life

Dear Eviexabbie,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly advise if you made any successful withdrawals before?

Have you passed the full KYC verification?

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

Could you please send me the screenshots of your withdrawal request as well as any communication between you and customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Hi Veronica,

I have emailed you but thought I would reply on this forum with the information aswell.

i am a fully verified customer I did not use any bonuses only my deposit for my winnings.

i have contacted customer services every day and have the same generic message asking me to be patient and that it is currently being reviewed.

i recieved an email from the customer service team on Sunday to tell me my withdrawl failed due to a technical error and to submit a new request and this would be done immediately. I am still waiting for my funds.

customer service email supplied from the live chat is invalid and keeps bouncing back as does the one advertised on their site.

i have screenshotted the above in my email to you.

kind regards

Thank you very much, Eviexabbie, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of BigWins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Eviexabbie, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact BigWins Casino outside this complaint thread and let you know any new information once I receive it.

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 Eviexabbie, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, BigWins Casino received a ‘1.1' very bad reputation’ from us, which means we would not recommend players to choose this casino. I .strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.