Mr Big Wins Casino - Player's withdrawal is delayed.

Exactly 14 calendar days and 10 working days I made a withdrawal of 1000.00 euros and until today they don't pay me, they claimed it would be 10 days, because it already gave the 10 days and they didn't pay me!

Dear bytubes,

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?
• Did you accumulate 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

No bonus. All documents have been approved. No previous withdrawals.

Already passed kYc.

Thank you for your reply, bytubes. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account?

Also, have you recently tried contacting the casino regarding this issue? 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.

I contacted them, and even though all the documents were approved, they asked me for more documents, using an unfair practice like other casinos that don't want to pay. I sent it, and it is still pending, even the cancel button they increased, in order for the player to cancel and not withdraw the funds, the withdrawal is still pending. They're doing everything they can to make the player leave the balance, exhausting the player, causing psychological damage, etc. I've already contacted them, and not only do they take a long time, but they always find an excuse not to pay!

Thank you very much, bytubes, for your cooperation. I will now transfer your complaint to my colleague Sefan (stefan.m@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 bytubes,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Big Wins Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Big Wins Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Okay, they approved the withdrawal after more than 20 days, but they still didn't send the cryptocurrency to the wallet.

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.

Hello bytubes,

Did you manage to receive the funds?

I'll be awaiting your reply.

Dear bytubes,

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.

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,

Stefan, Casino.Guru