The player from the United Kingdom had made multiple withdrawal attempts over 6 months, but the requests had been repeatedly canceled citing a 90-days withdrawal period. The player also reported a similar problem at 'Big Wins Casino'. The player's account had been verified and the winnings had been accumulated from real money. Despite multiple attempts to contact the casino, the Complaints Team had received no response. The casino operated without a license and did not refer to any ADR service, leaving no gaming authority to turn to. The complaint remained unresolved. We had advised the player to choose casinos based on their reviews and ratings in the future to avoid similar issues.
BigWins Casino - Repeatedly cancelled withdrawal requests by player.
Black points: 237
Amount: £1,012
BigWins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.0
BigWins Casino has a Safety Index of 1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
I've made a withdrawal request after few deposits in JULY 23, I've been contacting customer service multiple times, but kept getting excuses. in October My withdrawal has been cancelled by the casino, because of 90 days withdrawal period, I've requested another withdrawal...which has been cancelled in January after yet another 90 days...now I'm on a 3rd attempt, but keep getting the same excuses. it has been OVER 6 MONTHS already.
I've got EXACTLY the same situation in "Big Wins Casino", with the same date stamps and similar amount (also over 1000£)
and to make it worse - Your site gives them 7☆ 😑
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10 months ago
Hello gregorhtccc,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Big Wins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
1.I've verified My account shortly after creating it, as it was needed in order to deposit.
2. They were winnings from a real money.
3.I spoke to them about 20-30 times (if not more) over the past 5 months. Last time I was in touch with them about 2 weeks ago, and got literally the same "copy & paste" excuses I've been given multiple times before.
literally just excuses until withdrawal reaches 90 days and they counce it back to the casino account.
EXACTLY THE SAME story with Magic Win Casino.
seems like both of them are a form of scam.
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10 months ago
Thank you gregorhtccc for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Dear gregorhtccc,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.
I would like to invite Big Wins Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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9 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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9 months ago
they've had 7 days already and ignored it.
Another casino that cares about customers ONLY DURING THE DEPOSIT.
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9 months ago
Dear gregorhtccc,
I managed to contact the casino and after an investigation, it was found that this complaint had been assigned to the wrong casino.
I would like to invite BigWins Casino to join the conversation and participate in the resolution of this complaint.
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9 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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9 months ago
You've said already already 7 days ago that if they do not respond within 7 days, their rating will drop...
I honestly thought that You're fair on both sides, but it seems like You care about the casino more than about customers...
wonder, how much do You guys get from the casino, if You seem to defend them 🙄
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9 months ago
As previously mentioned, this complaint was assigned to the wrong casino, resulting in the timer being extended once more. 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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9 months ago
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,
Dominika
Casino.Guru
