BigWins Casino - Player’s withdrawal request is being delayed.

I made a withdrawal request on the 16th october, it still hasn't been processed, i have sent messages to be told different time frames for the withdrawal process, the last one was 21 days, it's been more than that now, i sent a message a few days ago and someone said she will let the financial team know and they will get back to me, but no one has I've sent a couple more messages and now It seems I'm just being ignored.

Dear xxcolxx78, 

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, 

Veronika

Hi, no this is my first withdrawal with them, i opened the account quite a while ago so can't remember if i sent documents but on my account it says verified and in all communication I've had with them i haven't been asked to send any documents, i did have a bonus but i passed the amount you had to wager before i tried to withdraw, no one has asked for for anything during my messages with them, they have just told me it takes up to 21 days to process.

I contacted them again today and this is a transcript of our conversation

Thank you very much, xxcolxx78, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello xxcolxx78,

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 status of the payment?

Thank you.

Kind regards,

Tomas

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 xxcolxx78,

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

Casino.Guru