BigWins Casino - Player's withdrawal is delayed.

Absolutely scammers of the worst type.

still waiting on my £5000 since the 6th of October and my boyfriend as well £4000 since the 7th of October.

live chat just says the same thing over and over, no update from nobody no response to email.

we need to do something about this criminals

Dear flaviaba,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of bonuses?

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,

Tomas

I actually received one withdrawal of 700£ from big wins and it was released in 3 days….

I couldn’t believe it.

the second and last time I won something was on this specific occasion I am complaining about.

yes I did pass the verification with KYC

there was an initial bonus but I managed to achieve the wager x50 and there shouldn’t be any problem with their rules.

please let me know if you need any further information

thanks

Thank you very much, flaviaba, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. 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.

Hello flaviaba,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear BigWins Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

So what else can I do in order to get my money ?

hi Michal,

please any answer to my question?

there is any way to take action against the casino and try to get the money back?

its a big amount of money, I was really counting on it.

Thanks in advance

flavia

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,

Michal V