BigWins Casino - Player struggles with delayed withdrawal.

Waited 3 months for a withdrawal. They cancelled it automatically and said it was me which it wasn’t. Requested withdrawal again on 02 January 2024 and still waiting.

account is verified

Dear Uk-1991, 

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?

Have you accumulated your winnings with or without an active bonus? 

When was the last time you communicated with customer support and what was it about?

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

I have never made a successful withdrawal before.

There was an active bonus originally but it was used and made deposits since.

I have communicated multiple times a week, last time was yesterday to be given the same generic response it takes 7-21 working days (which is has well surpassed now!)

This is todays response - same response with no commitment to actually resolving this

Thank you very much, Uk-1991, for providing all the necessary information. I will now transfer your complaint to my colleague Katka (katarina.d@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.

Dear Uk-1991, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact BigWins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you!

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 Uk-1991, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, BigWins Casino received a ‘1,1 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.