The player from the United Kingdom had requested a £450 withdrawal six weeks ago and had yet to receive the funds. Despite having contacted live chat and sent multiple emails, she continued to receive automated responses and had exceeded the stated processing time of 7-21 working days. We were forced to close the complaint as 'unresolved' due to the casino's consistent No Reaction Policy regarding multiple cases, which had hindered any mediation efforts.
BigWins Casino - Player’s withdrawal has been delayed.
Black points: 135
Amount: £450
BigWins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 days ago
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5 days ago
I’ve been waiting since the 30th of September for my £450 withdrawal, still nothing! I’ve been onto the live chat and they just keep sending the same automated messages constantly. They say it can take 7-21 working days it’s well over that now and still I haven’t received my funds nor has anyone gotten back to me when I’ve sent loads of emails to the email address given to me. I hope you can help
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4 days ago
Dear Sarak35,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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2 days ago
Dear Sarak35,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of BigWins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from BigWins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
