BigWins Casino - Player’s withdrawal is significantly delayed.

I won £320 on this site and my withdrawal is still pending after over 2 months. Message them every day about it and they just copy and paste the same excuses over and over again. They always seem to blame finance team

Dear chris46bromley,

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 that I can better understand the situation.

• 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 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,

Tomas

Dear chris46bromley,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Thomas, I had deposited money into my account at bigwins1 no problem. I have made probably 5 deposits totalling £100. My account was verified by them with me sending all the information they asked for and even the agents I messaged confirmed my account was verified. Also my winnings were won through my cash deposit and not bonus credit. I pretty much messaged them 3 times a day for well over 2 months and all they seem to do is reply with copy and pasted answers. They also always blame the finance team and that they are very busy. One final note, after checking their gaming license and contact details at the bottom of their website none of the information is connected to bigwins1 and hearing all the negative reviews on trust pilot I shut my account believing the website is a scam

Thank you very much, chris46bromley, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi chris46bromley, 

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear BigWins Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason why the player hasn't received the money yet though the withdrawal request was submitted more than 2 months ago? What are the reasons the request hasn't been processed yet?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Thanks so much for your help and I really hope you can sort the withdrawal. This site must be a scam, every site I've been on users are complaining about them and the details they claim about their gaming license doesn't belong to them. Also according to government records they shut down in 2022

Dear chris46bromley, 

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,

Natalia