Winbig21 Casino - Player’s struggling to complete account verification.

hi I deposited 35 dollars in bitcoin and redeem coupon BITCOIN and meet all the wager requirements and cash out with a balance of 140 I requested a withdrawal and submitted all the documents to verify my account including proof of address age verification and my bitcoin wallet they keep giving me lame excuse first they tell me to rest for sure my bitcoin withdraw well be processed it been more than two weeks they keep delaying my withdraw and will not pay out my winning money this is real deposit money wining not free bonus they keep give me excuse after excuse it only 140 and they cant pay out what confidence will player to play this is a scam and i wish somebody can do something about this

Dear sang777,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that your account has not been verified yet? Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Yes their thanks for reaching and address my concern with casino WI big21 I have fully submitted all the document need proof of address bank account statement picture of ID back and front and also selfie me holding my ID closeup

Yes I send my document on June 22 2022 along with my bitcoin wallet they keep giving. E the run around every time I speak to them first they tell me no worries and that my with draw will be process they email me telling me their problem with bitcoin provider keep delaying my with draw I have proof of document I sent if u like I can email u a copy

Thank you very much for your reply, sang777. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

hi Kristina thanks for the prompt reply ok i just forward the document verification i sent to winbig21 casino for with draw progress i also send them my bitcoin wallet on separate email i check with them yesterday through Chatt again i was been put on hold. The representative's name was Roland he said he kindly check on that for me but never returned waited for hour i give up

ok i just forward you the last couple email communicate between my self and winbig21 casino thanks again for your time and helping me addressing the conflicted issue

hi kristina do have any update on my withdraw

Thank you very much sang777 for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi sang777,

I've just reviewed your case and fully understand your concerns about the delayed verification. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Winbig21 Casino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the player's complaint from your side? Are there any specific reasons for the player's account still not being verified?

Regards,

Natalia

Hello and good morning Natalie thanks very much for your assistant helping me resolve conflict delay pay out from winbig21 casino .I don't understand what do they mean by My account is not verified my account is fully verified I sent in all the document that winbig21 casino requested before they can move forward with my with draw and forward thst email communication email with the attachment document 1 proof of address bank ststment 2 selfie holding my ID 3 copy of my driver lience front and back 4 my bitcoin wallet address all the document were sent on the day I made with draw requested as you can see with email I forward to Kristina if u like to I can reforeard the email again ..the first respond from winbigcwas thanks we received your with draw requested and we are working than later they tell me their a problem with their bitcoin provider and their delay and that was the last time I hear from winbig21 through email the rest of communication was done through chatting to bad winbig chatt does support chat transcript other wise I would safe the conversation also ..in this matter their isn't much to justify on my case and their should be no reason why winbig21 fail to pay. IT A REAL DRPOSITED BITCOIN I MADE WITH THIS WIN #2 I FOLLOW CASINO RULE AND TERM CONDITION FIR MY PLAY #3 ,I MEET AND FINISH THE WAGGER THAT NEEDED FOR THIS PROMOTION WHICH IS 400% MSTCHED WITH 100 FREE SPIN 30XON PLAY THROUGH .#4 I SENT ALL DOCUMENT THAT US ASK TO VERIFRY MY IDENTITY AND PROOF OF ADDRESS ALONG WITH BUTCOIN WALLET ADRESS .I DONE MY PART AS A PLAYER MAKE A DEPOSITED MEET THE WAGGER PROVIDE DOCUMENT NIW TELL ME WHY IS WINBIG21 CASINO DOES NOT WANT TO PAY ME OUT AND HONOR THEIR GAME

For my understanding as player it is nit my responsibility what goes on behind the casino door if their a problem with casino bitcoin provider or if casino is broke and can't pay out it is casino responsibility to pay out the player legitimate win I don't ask for understanding when I made a deposited I don't I ask for understanding when I bet and loose and ask for sympathy from casino it all part of gambling sometime you win sometime you loose but thus time I win so demand my winning share please their nothing to justify other than WINBIG21 CASINO NEED TO HONOR THEIR GAME AND FOLLIW THE RULE AND PAY RHE PLAYER THR MONEY RHEY WIN

It is fairly small amount 140 usd it not 140 thousand so if winbig21 casino can't even honor that than what confident do player have to play at winbig21

Hi sang777,

the casino representative contacted me and informed me that your withdrawal request was processed on 11.07. Can you please confirm that the status of your withdrawal has changed? I hope that your funds are already on the way to you or if you already have received them, please let me know. If not, I'll ask you to stay patient as it can take some time for the funds to get to your account. I'll set the timer for 7 days for you and am looking forward to hearing good news!

Regards,

Natalia

Hi sang777,

Have there been any updates regarding your issue? Please, let me know if you have already received your withdrawal or not. I'll set the timer for 7 more days for you, but please be notified that as per our policy if you don't reply in the set time frame, I'll be forced to reject your complaint.

Hope to hear from you soon!

Regards,

Natalia

Dear sang777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, there has been no response from the player during the last 3 weeks. Although we can assume that the funds were paid out by the casino, we can't proceed with this complaint without the player's confirmation and are forced to reject it.

The player can reopen this complaint anytime.