CasinoWinBig - Player's withdrawal has been delayed.

I made withdrawal two weeks ago. casino then said that I will receive the money within 0-48 hours. after that time they said that in a couple of days you will see the money in your bank account. it's been 8 days now. that is, they have lied to me many times. then came to read "failed". now they say they have sent the money to zimpler. zimpler doesn't know anything about the event anyway when I asked. casino has refused to pay my money because they say they process manually every day. they are liars and I want them accountable and help here.

Dear jereRO,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoWinBig.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you made any withdrawals and deposits with the 'zimpler' payment method before in the casino?
• Could you please forward your communication with the casino to my email tomas@casino.guru ?
• What is the status of the latest withdrawal request at this time?

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

Another player posted this message on the site:

"I have messaged 4 times that the withdrawal has been processed on their side and my payment service provider will send the withdrawal but the money never comes".

-other player

I get the same answer every day. They haven't really sent money to zimpler, they are systematically deceiving people. I asked Zimpler about this. You only get the money if you complain every day for several weeks. I want the Casino to take responsibility immediately and give me my money. For 2 weeks now, every day they have repeated the same thing as for that other player. At first they promise, and then they say that they have put the money but there are problems with zimpler. In the end, however, it turns out that no money has ever been invested.

The casino put the money back into my game account and they asked me to make another withdrawal. After doing that, I read "processing" again in a day and they say they have put the money in, but as before, no money has come to me or to zimpler. This Casino must now cease operations. I will take it upon myself.

Thank you for the updates and explanation.

Has the casino contacted you regarding alternative payment methods in order to process the withdrawal of your winnings?

Last time when I returned home again, I initially asked if zimpler would work for sure. I finally asked about this yesterday, if I could try another payment method. The answer was that another team would find out, as always. I can never even choose another payment method, because the status of my withdrawal is "failed" and the money is neither in my game account nor in my bank account. I have already used zimpler once with them successfully. And if they still offer another payment method, after that they start all over again and ask for more and more documents, and the status "processing" remains for a week. Apparently you can't get your money from them without amg's help, but I'll wait another day or two.

But this payments team hasn't answered my emails in a while, so it's very difficult without them or money in the account to try another payment method

Thank you very much, jereRO, for clarification. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello jereRO,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I fully understand your frustration, but please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

I will contact the casino to shed more light on this matter.

We would like to invite CasinoWinBig to join the conversation.

Dear CasinoWinBig,

Can you please provide more information on why the player's withdrawal requests were not processed? Do you currently experience any payment difficulties, or are there any other valid reasons for not processing the player's withdrawal?

Dear Michal and jereRO,

We would like to confirm that the withdrawal has already been paid out successfully. Currently the account is active and the Player is free to enter it and confirm.

Kind Regards,

CasinoWinBig Team

Thank you for the response, CasinoWinBig Team.

Dear jereRO,

As per the CasinoWinBig Team response, your withdrawal has already been paid out successfully. Please confirm that you have successfully received the withdrawal.

Withdrawal paid after 20 days and three failed attempts. Out of 6 different payment methods, Skrill was the only one that worked for them in the end.

Dear jereRO,

I can understand your far-from-ideal user experience with the whole process, and I agree that it could be done more quickly or more user-friendly, but as I mentioned, casinos need to follow certain regulations and processes. I am happy that you finally received your winnings.

Can we consider your complaint resolved, or do you need assistance with anything else?

Dear jereRO,

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.

As the complainant confirmed that the funds were successfully received and did not require any further assistance, consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru