Winbig21 Casino - Player’s payment has been delayed for two months.

I won $400 dollars November 7th 0f 2023 and did everything asked of them. I was verified then I waited the 7 days for them and I waited a full 30 days that they claim to have until having to pay me. Once I waited out all of there "time frames" I then got put on the run around every day until present saying my pay is qued, they escalated my pay, they highlighted my pay and my payment should happen anytime. It's been 2 months of the same thing over and over again and if you ask them what's with the delay or what the problem us they have no answer and they have no phone number to reach them. I have screen shots from Ben, Rebekah, Matthew, Lisa, and Cynthia all of the saying the same thing. Then they say email the support department and they give you the same apology letter over and over until you call them out on it then they just stop replying. As of yesterday I pulled my money then re withdrew the same amount again I figured since ive been waiting for 2 months and have been lied for 2 months whsts the worst that can happen I still wait?? Well right after I do that I contact support Ben and ask if my money is being sent they say no its pending and I need to wait my 7 days for processing lmao.... they started to talk to me like I just won and like they haven't been dealing with me daily. In the screen shots you'll all of the support team lie to me. You'll also find in my screen shots of me login in as a guess and asking Ben if they accept bitcoin and how long it takes ect and Ben tells me bitcoin is best option after verified it takes 7 days... So not only have I not been paid nor been given any reason for non payment they are lieing to new guess saying they will be paid within a week when Ben should be advising new guess that there is a problem with payout right now...Ben also signed in as Cynthia but said its Ben so I'm not sure if there's actually multiple people in support or just Ben using fake names...

Dear breussalmighty4560,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• 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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

They will not tell me the reason of the problem I've asked several times to the support team and I've emailed them with no reason why just a apology saying they are working hard on it. They don't even take the time to write you personally the use saved prompt messages and just send them it's annoying.

Dear breussalmighty4560,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Winbig21 Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.