The player from Germany had been waiting for two months for his withdrawal to be processed, despite having completed the verification process. He had received only standard responses and no help, either through email or live chat. The player confirmed that he had fulfilled the bonus requirements and provided all requested documents for the check. However, the casino had not made any progress with his withdrawal. Despite our team's repeated attempts to contact the casino, we received no response. We marked the complaint as 'unresolved'.
BigWins Casino - Player's withdrawal is delayed.
Black points: 54
Amount: €400
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
4 months ago
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6 months ago
Translation
The withdrawal verification was requested on 09/08/23 and finally
completed after 2 months on 09/10/23 and released for payment. Since that day, I have been waiting for my winnings to be transferred to my account. When inquiring, I always get standard responses like "check your bank more often" or "the process is completed" or "if I had given incorrect bank details, there would be nothing they could do". I have sent several requests via email to the support, but I don't get any response there either. Also, in the live chat, one is simply kicked out without answer, actual help should not be expected there.
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6 months ago
Dear Chaser361,
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
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6 months ago
Translation
Bonus requirements were completed as well as the check, which takes 7-21 days but not 2.5 months. They completed the check on October 9th, 23 and approved it for payment. In the live chat I was told to send my account statements to support I did that and now there was only a short answer. It will be forwarded to the exam and we will still get the full 3 months.
Lg
Ingo
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6 months ago
Thank you very much for your reply, Chaser361. Could you 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.
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6 months ago
Translation
Apparently they forwarded it to the finance department last week and when I ask by email there is no answer and in the live chat it is always the same standard sentence (please wait for our email) lol in almost 3 months and I have 30 inquiries get a single answer.
Greetings Ingo
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6 months ago
Thank you very much, Chaser361, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.
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6 months ago
Hello Chaser361,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BigWins Casino to join the conversation and participate in the resolution of this complaint.
Dear BigWins Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
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6 months ago
Translation
I still haven't heard from the casino or received a response from them 100 times today in the live chat. I should wait for emails haha I've only received one email response in 3 months since radio silence
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6 months ago
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.
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5 months ago
Dear Chaser361,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, 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,
Tomas
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