Winbig21 Casino - Player’s withdrawal has been delayed.

WinBig21 Casino. Fraudulent! I played their two step bonus promotion. And I won $292. The date I won was December 2021. There's a phone number to call. It leads you to an operator wanting you to get a Walmart gift card. When you say you want your winnings at WinBig21 Casino they hang up. Agent Jack on the game site won't respond. He disconnects. They always say, Rest assured you will get your winnings. All I can say is they are fraudulent!

Dear Kathryn,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed or it has been processed but never reached you? Which payment method you have opted for? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost half a year is a long time indeed.

However, 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,

Petronela

They said my documents were accepted but everytime I asked about my winnings they wanted me to send my Bitcoin address again. Yes they were going to send it to me in Bitcoin. It is still pending in my account, the last of time I looked anyway. But now the agents that I get either disconnect my chat, the last time they said a chat couldn't be initiated. Call their number. The first thing in the want to go is have you enter for a Walmart gift card.

Thank you very much, Kathryn, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Kathryn,

I am sorry to hear about this unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winbig21 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

We would like to ask 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’, which will have a negative impact on the casino's rating.

Thank you for trying to get my winnings.

No problem at all. Unfortunately, we are not able to force the casino to reply and to cooperate in resolving players' complaints, and I am afraid no one will respond in this thread.

They won't respond in chat when they find out that I would like my winnings. When I call they won't respond about my winnings. If you get anything from the it will be amazing!

Dear Kathryn,

I was contacted by the casino representative outside this open thread and provided with the information that your issue has been forwarded to the casino's finance department, and someone will get back to me regarding it.

So, please let's stay patient and positive and provide the casino with some time to look at your problem.

I am extending the timer and will wait for their reply. Once I have any news, I will let you know about it.

I believe it was escalated to the finance different times. Then they said they needed an updated Bitcoin address. Which I gave them several times. But there's still hope. Thanks again for trying so hard for me.

Kathryn R***** C******

Hello, Kathryn,

Is there any progress on your issue? Could you please provide us with an update?

No I haven't gotten any response from them.

Alright, thank you for the information.

Today I contacted the casino's representative again and remind him of this complaint. He forwarded the reminder to the responsible department.

Therefore, I am extending the timer until the end of this week (Friday). However, please note I also informed the casino that in case there is no relevant information provided until Friday evening or the end of the day, the complaint will be closed as unresolved.

Dear Kathryn,

Since we have not received any relevant information or data from the casino regarding the issue for a long time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint at any time and I sincerely hope that it will use this opportunity in the near future.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information received from the casino representative and the player, we reconsidered the results of this complaint.

"I just wanted to respond about my claim against WinBig21. I just received my winnings two days ago. I'm sorry I didn't get back to you sooner. Thank you for all you did to help me get my winnings.

Sincerely,

Kathryn R***** C******"

Thank you, Kathryn, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru