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The withdrawal verification was requested on 09/08/23 and finally

completed after 2 months on 09/10/23 and released for payment. Since that day, I have been waiting for my winnings to be transferred to my account. When inquiring, I always get standard responses like "check your bank more often" or "the process is completed" or "if I had given incorrect bank details, there would be nothing they could do". I have sent several requests via email to the support, but I don't get any response there either. Also, in the live chat, one is simply kicked out without answer, actual help should not be expected there.

Die Prüfung der Auszahlung wurde am 09,08.23 beantragt und nach

2 Monaten endlich am 09.10.23 abgeschlossen und zur Auszahlung frei gegeben seit dem Tag warte ich darauf das mein Gewinn auf mein Konto eingeht und bei nachfragen immer Standard Sätze wie z.b (schauen sie öfter auf ihre Bank oder der vorgang ist abgeschlossen oder wenn ich falsche Bank Daten hintelegt habe sollte dann könne man nichts tun) habe mehrere anfragen per Email an den Support gesendet dort bekomme ich auch keine Antwort und im Live Chat wird man einfach ohne Antwort gekickt wirkliche Hilfe ist dort nicht zu erwarten.

Dear Chaser361,

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,

Kristina

Bonus requirements were completed as well as the check, which takes 7-21 days but not 2.5 months. They completed the check on October 9th, 23 and approved it for payment. In the live chat I was told to send my account statements to support I did that and now there was only a short answer. It will be forwarded to the exam and we will still get the full 3 months.

Lg

Ingo

Bonus anvorderrungen waren ja erledigt sowie die Prüfung die da 7-21 Tage dauert aber nicht 2,5 Monate sie haben ja am 09.10.23 die prüfung abgeschlossen und zur auszahlung frei gegeben im Live Chat sagte man mir ich soll meine Kontoauszüge an den Support senden das habe ich gemacht und jetzt gab es nur eine kurze antwort es wird zu prüfung weitergeleitet wir bekommen die 3 Monate noch voll .

Lg

Ingo

Thank you very much for your reply, Chaser361. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Apparently they forwarded it to the finance department last week and when I ask by email there is no answer and in the live chat it is always the same standard sentence (please wait for our email) lol in almost 3 months and I have 30 inquiries get a single answer.

Greetings Ingo

angeblich haben sie es letzte woche der finanzabteilung weiter geleitet und wenn ich nachfrage per E-mail keine antwort und im Lve chat immer den gleichen standart satz ( bitte warten sie auf unsere E-mail ) lol in jetzt fast 3 monaten und 30 anfragen habe ich eine einzige antwort bekommen .

Lg Ingo

Thank you very much, Chaser361, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 Chaser361,

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 payment status?

Thank you.

Kind regards,

Tomas

I still haven't heard from the casino or received a response from them 100 times today in the live chat. I should wait for emails haha I've only received one email response in 3 months since radio silence

Habe noch immer nichts vom Casino gehört oder bekommen heute im Live chat zum 100 mal mit denen geschrieben antwort ich soll auf e-mails warten haha habe in 3 monaten nur 1 antwort per E-mail erhalten seit dem Funkstille

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 Chaser361,

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