CasinoWinBig - Player’s struggling to withdraw his winnings.

They refuse to pay out my money, get no response to emails, they are completely useless

Dear minisnake95,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Submitted everything they asked me for, customer service says my account is verified, no bonuses used. They say that they will go through my withdrawal and that they will contact me by mail, they are 5 days late, asked again today, then they said that they will check my withdrawal sometime in the future

Now I had to make a withdrawal again because it was now wrong according to them. They don't reply to me on Mail, but if I send from another Mail they reply, what should I do?

Could you please advise how many days ago was your withdrawal requested? Were your winnings accumulated with or without an active bonus, please?

7 days ago I made a withdrawal, collected winnings without bonus. But now they were wrong, so I had to withdraw again. But it's guaranteed to be the same. Because they don't answer my emails. Can't write in the chat either

I fully understand your frustration, minisnake95. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear minisnake95,

Have there been any developments since our last conversation, please? 

Dear minisnake95,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.