Winbig21 Casino - Player's Bitcoin withdrawal is delayed.

won $500.00 on Oct 4th.. I was then told to submit documents for verification.. I did and they were approved.. then they tell me that that they only pay in Bitcoin and for me to send them my Bitcoin address so I did.. then they tell me that 1st time withdrawals take 7 days. Ok so I waited 7 days. On the 8th day they tell me 7-10 days ... On the 11th day they tell me that for sure early the following week I ll get my winnings.. today is the 18th day and their telling me that the account team is unavailable bcuz it's the weekend.. and that they have escalated my case and that my case is in the next queue.. I've already had 6 agents tell me that.. unfortunately our chats get deleted

Hello rirangel1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbig21 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? 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

I accumulated my winnings by a $30.00 deposit I made with my debit card.. on Oct 4th 2023

The last time I chatted with one of the agents was on oct20. I told the agent that I was previously asked by another agent on Oct 19th for my Bitcoin address which I sent immediately ( I had already been asked to send my Bitcoin address twice before on Oct 4 and on Oct 10 and both times I sent them my Bitcoin address) and that that agent also told me that I would be getting my winnings very soon.. which I assumed meant that day (10-19).. but I didn't receive nothing... Anyway the agent had nothing to say about what I had just said.. he told me that unfortunately since it was a Saturday.. the account team wasn't available.. and that I wouldn't get my winnings.. but that he had escalated my case and that I was in queue to get paid early in the week.. I told him that 3other agents John, Emma and Cynthia had told me the exact same thing 3 other times I had chatted with each one of them... He didn't reply back and then he ended the chart

They each tell me the same thing but they word it different.. they keep giving me the runaround... It somehow feels that I'm chatting with the same person Everytime.. John, Emma, Cynthia is the same person...

I don't understand your 1st question? Are you asking when did I open account?

Hello Nick.. I just wanted to say that I appreciate you and casino guru looking into my case. Hope to hear from you soon

Hello rirangel1 and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you rirangel1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winbig21 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

So what happens if they don't reply back.

I will mark the complaint as "unresolved" in our system. I understand this won't be 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.

I guess I misunderstood what exactly your involvement meant... For sum reason I thought you had some kind of legal power to make winbig21 pay me my winnings... or maybe it was just wishful hoping on my part... anyway I do appreciate your effort to contact them... I'm gonna keep trying to get my winnings... My winbig21 account still shows $500.00 pending... If they have no intentions of paying me then wouldnt they have deleted my acct??? Or do they keep it open showing it's pending... Hoping I deposit more money?? Giving me false hope... They figure if they fooled me once they can do it again.. I'm sure they scam people everyday and all day... How can they get away with that? Why haven't they been shut down? And who are the people that can shut them down? Do they exist? People need to know that they are a scam... I'm gonna go on every gambling website that I can find and blast them.. I'm gonna let it be known that WINBIG 21 IS A FRAUD!!! YOU KNOW I WAS REAL LUCKY THAT ALL I LOST WAS A $30 DEPOSIT... AND I HAD LUCK Accumulating $500.00.. BUT I HAD NO LUCK GETTING PAID MY WINNINGS... AND TRUST ME IN THE FUTURE I WILL CHECK RATINGS AND REVIEWS OF EVERY AND ANY ONLINE Casino THAT I PLAY ON... DO THE RESEARCH PAYS IN THE END, LITERALLY. I HOPE EVERY GAMER DOES THE SAME... WELL THANK YOU FOR YOUR TIME AND ENERGY... AND FOR THE LESSON LEARNED... GOOD LUCK TO ALL US GAMERS... MAY WE WIN ALWAYS AND LIVE HAPPY AND WHEN WE LOSE STILL LIVE HAPPY..

HAVE A GOOD ONE!!!!

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.

Thank you

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,

Peter