Winbig21 Casino - Player’s withdrawal has been delayed.

Apparently it started on 10/4/2020 when I accepted a 100 free spins bonus, I completed playthrough which took me to the 2nd phase of the 100 free spins bonus. On 10/13/2020 I completed playthrough and attempted to withdraw approximately $450 at which time I was told I was only eligible to withdraw $67.46 according to the guidelines with the bonus I had accepted. I completed their "Payment Verification" and "Credit Card Authorization" forms and provided copies of my ID and proof of address. There was a problem with the fact that the debit card used to make the deposit does not accept international transactions and they agreed to allow me to receive my funds via bitcoin and they asked for and I provided them with my bitcoin address.

After going on the site for a week and continuing to see the withdrawal was still "processing" i begin emailing them. At first I received no response, and finally I received response from the finance department that they were working on it and it would be another 2-3 business days and that was on 10/18/2020. Now it's 10/31/2020 and I still have not received my funds, they refuse to answer any email I send, the phone number listed on their site for customer service is a fake number and they also refuse to chat with me on their site.

Do I have any recourse to recoup my funds, little as they are?

Dear Theresa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you confirm that your account has been verified successfully? Have you received any funds in the past or this were your first withdrawal attempt?

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

I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Theresa, for forwarding all the relevant screenshots. Could you please advise which exact bonus you have redeemed? Was it a free registration bonus or Deposit offer? Ideally, please forward specific link of the offer.

Email

My email address is petronela.k@casino.guru. Thank you in advance.

Thank you very much, Theresa. I have now received both your emails and all the relevant screenshots. Could you please advise if you have requested a withdrawal after completing first part of the bonus? Have you been able to withdraw winnings from Free Spins before entering the second part? I’m afraid if you didn’t, then all the winnings were considered as being accumulated from free bonus with a maximum cash out. 

Email

Additional comments from the player:

"No, I never withdrew or requested a withdrawal prior to the one in question. I completed 1st part of promo and it automatic ally rolled over into the 2nd part without my knowledge or any indication from them in any way.

So what you are saying then is that I'm not entitled to anything more than what they've told me I could withdraw on this promo? The $67.46 ?

Well, very early yesterday I received an email stating "the finance department was working on my pending withdrawal and that I would receive it by the end of the week"."

Dear Theresa,

I have checked all the emails you have sent, including screenshots. Could you please confirm that the following timeline is correct?

-         Sep 19th: Deposit $25

-         Oct 4th: 100FS redeemed (Primary Promo)

-         Oct 13th: 10FS redeemed (Secondary Promo)

-         Oct 13th: Withdrawal requested

Have you received any promotional rules when activating the bonus, since there’s nothing displayed on the website? 

Email

Additional comments from the player:

"There is a dropdown whenever you accept any sort of promo, whether it's for free spins or a percentage bonus. It lists the wagering requirements and it may have stated that the maximum amount I could withdraw was $67.46 but I never saw that.

Besides I responded to the manager's email that the finance department is now working on my withdrawal and I should receive it this week, but once again, they are ignoring me."

I will set the timer for additional 4 days and if there’s no development by next Monday, we will intervene. 

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

when I attempt to type within the thread This is what happens

Could you please confirm that the following timeline is correct?

-         Sep 19th: Deposit $25

-         Oct 4th: 100FS redeemed (Primary Promo)

-         Oct 13th: 10FS redeemed (Secondary Promo)

-         Oct 13th: Withdrawal requested

Have you received any promotional rules when activating the bonus, since there’s nothing displayed on the website? 

yes, deposit was made 9/19 for $25 and the rest is as follows:

Promotions Activation Date Completion Date

237 Big Free2020-10-25 17:20:372020-10-25 23:27:4 9100

Free Spins - Secondary (Secondary Promo)2020-10-04 20:00:082020-10-13 15:52:0 1710 0

Free Spins - Primary (Primary Promo)2020-10-04 17:0 21:182020-10-04 20:00:00 08231

Winbig Free2020-09-27 18:20:432020-09-29 00:41:04

you Monday to intervene if there were no response by then but can you not intervene? I know said you would wait until you know with

was not received by the end of the week as they promised.

Thank you very much, Theresa, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

review Thank you so much for doing all that you could as well as for passing on my situation still

Hello Theresa.

In this situation, the best would be to invite a casino representative into the discussion. Maybe he will be able to explain what happened and why.

of their lies.nd of the week, but that was just annotking on it and that I would receive it by the "finance" department was woer last Monday stating the management From I did receive an email to get them to respond. I can't

How long do you plan to give the casino to answer?

o does not respond? next if the casinoWhat happens

Hello Theresa.

We are always giving the casino seven days and then extend this timer for another seven days, if the casino fails to respond. If we don't get any response in 14 days, then we close the complaint as unresolved. The complaint is published and harms the casino rating. But it is not the end - sometimes the casino decides to improve the reputation and reopen the old unresolved complaints and do what is right, so even if the complaint will be closed as unresolved, still there is a chance.

We would like to ask the Winbig21 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’.

???? Why are you giving Winbig21 extra time ???

That's standard procedure. We are always set the timer for seven days, and in case we didn't receive the answer then we add additional seven days. Other option would be to close the complaint as unresolved. And I believe it worth to try it again with extra seven days.

What alternatives to i have to get what they owe me.

None in this case. You can try other 3rd party mediators websites, but the outcome would be highly probably the same.

You chose a casino without a license with rating 0 from 10 and with 5 active blacklists.

If the casino at least holds some license, you could submit the complaint there with reference on this case, but for casinos without a license it is impossible. I contacted the casino representative via Skype, and we will see if they respond.

I am sorry that I can't do more for you.

Does it make any sense to cancel the withdrawal and choose another bonus and try to get even more? or just play?

No, it doesn't. It is best, if you are sure that it is possible to withdraw money from the casino where you are playing. If you lose the money, then you lose the case. If you cancel the bonus and win more money, you will be facing the same issue as now just you would be angrier because there would be more money in play.

I am very sorry, Theresa, the casino is non-responsive. Even on Skype, they read the message but not respond at all. Because the casino has no regulator, there is a no legal way how to proceed in this complaint. Therefore we are closing this complaint as unresolved.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Why can they respond to request complaint stay open but can't respond to pay the withdrawal funds?

Theresa, the casino representative answered me via Skype, they asked me to reopen the case. This is probably the only chance how to resolve this case.

And player or casino can anytime reopen the complaint in case that something relevant change.

Did the tell you why they wanted the complaint left open?

To resolve it, of course.

ITS ALREADY BEEN SIX WEEKS SINCE THE WITHDRAWAL WAS FIRST REQUESTED. CLOSE THIS COMPLAINT IMMEDIATELY

I am sorry, Theresa, but we are trying to discover why you didn't receive $67.46. The casino contacted us and want to investigate the case, are you sure you would like to close the complaint now? And why?

still shows it as "Processing". They know why I haven't gotten it yet. The site

KEEP OPEN ANOTHER WEEK I GUESS.

W WHY I HAVE NOT RECEIVED IT. READY TO SHOULD BUT THNG. T AND CLOSE THE CLAIM PLEASE, THEY DO NOT EVEN DESERVE THE CHANCE TO INVESTIGATEPROCESSING" . WITH "BEEN SENT YET. ON THEIR SITE MY WITHDRAWAL STILL SHOWS IT'T HAPPENED IT, IT'S RECESSIOND NOW, WINBIG21 KNOWS EXACTLY WHY I HAVEN'T WANTED THIS DUTY

I understand your frustration but either you give them 3.5 days which is left or we close the complaint but without penalization. (on your request) I am sorry but we must follow our rules.

Alright, we can give them the last 3.5 days.

I am sorry Theresa, time is up. Because the casino didn't respond in the given time frame we must close this complaint as "unresolved."

I was hoping they will come with something but unfortunately not.

One more time we are sorry for a negative experience with this casino.

We’ve reopened this complaint as per the casino's request.

I have information from the casino that you received your withdrawal. Would you please confirm this?

I'm sorry I can't remember now whether this was ever received therefore I cannot confirm or deny; unless they can show proof that it was paid then I will assume it was not paid.

The casino already showed me proof of payment, but I rather ask you directly.

Can I close the case considering the proof from the casino and because you don't remember if you received the money or not?

yes close case

Dear Theresa,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.