Winbig21 Casino - Player’s withdrawal has been delayed.

Hi on October 3 i submitted for a pay out. On this day I was told that I would get my funds in 48 hours or less. My documents were in and I was all set. Then a week goes by and of course I'm contacting them and complaining at this point a fellow named Noah get on with me and tells me that my withdraw has actually been processed out and was no longer in thier hands and my money would be in my wallet any minute. Well the money nevwr came. I sent countless email and went to live chat and I was ignores. And then things started getting strange I asked to speak with a manager over 200 times and they would not allow me. Every day they have a differnt excuse. So then the next week this would be the 3rd week a gentleman named Harry picked up and he to said my pay out had been processed and my money would be in my account any second well no money came. Then it was we have escalated your case snd to just be patient for a few days so then I finally get a manager Cynthia and she comes on and says that the delayi caused because I didn't send in my document ans I was like hold the hell on here I can prove thst I sent them and not only rhat I can prove you opened them and also I have the chat log copies because I went and asked the agent if they had gotten everything. So I proceed to tell her that I just caught her in a lie tobwhich she confesses on the chatblog that she in fact was lieing and I have that screen shot with her apology and me telling her she should be fired. Well I found out today she was in fact fired for what I have no clue . So then comes Oct 18 I was talked into doing a reversal promo and was promised over and over that it would not affect my withdrawal. Well that also did. I'm so overwhelmed by all this one agent Tanya argued so much with me I thought I was having a heartvattack and hadbto call an ambulance and spend THE night in the hospital with extreme panic attack. So then now theyvare saying they are having a problem with the bitcoin partner. It just one lie after the other. Please help me

Dear TucsonCrook,

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?

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

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

Petronas, first let me say thank you for your quick response. So my pay out is still pending ivhave been told several reasons why the delay one one occasion Cynthia who told me she was a manager tried to tell me that my documents were not received to which I called her out saying first my email tells me when you read it second I confirmed wuth the agent that everything was in fact received and moreover that it was everything they needed I said you just flat out lied to me and she on turn admits that she lied to me and I have all this screen shot and every single day I am told by them no matter what agent says please be patient and that they have escaketes the matter and will personally see that it gets right to rhe financial people. Well after 2 weeks imblike Harryb7 days ago you promised I was getting paid out and that you personally were taking care of it. I feel that they have not been truthful and have lied to mebso many times. I askedbfor a manager a total of 460 times to which ibwas given all sorts of explanations. Then Wednesday of this week I was told by Emma that Cynthia had been terminated. One the second time I was told by Noah that my oaybout had been processed and he promised me a dozen times that my mkney would be in my crypto wallet within minutes and on this information I hired a plumber and guess what the mkneybdisnt come and i didn't have extra money it was the winnings that allowed me to hire him and because the money didn't come I had to get a credit card advance which cost me 200. I feel like they should pay me that and also my deductible on my insurance. Thus while thing has caused me sibmuch stress and anxiety these people have sun this web of lies and use smoke ans mirrors to try and fool you well a week ago Agent Tanya and I were kinda going back and forth and I stressed to her to stop provoking me im notvwell and have a heart condition. Well she didn't stop she refused to get a manager and I was drawing my line in the sand she didbnit let up I begged her to stop and she would not I started having chest pains and had to call an ambulance and im texting her all the way to the hospital anyways ibhadban extreme panic attack and had. Tobsoendbthebnighr at the hospital. The bill was well overb4009 but my insurance coverage pays all but 500 vo pay and I don't know how I'm going to pay that. They are ruthless and I pleaded with her to justbstop and she did not. In my entire 49 yearsvof life I've never been treated like this. They are so childish they now will nit respond to me on live chat and of the 50 pkus emails I've sent nit one has been responded to. I have probably aged 10 years in the past 45 days this has really affected me and im going tobgo get some help. I'm not going toblie I've been so upset that I thought about taking myblife. How ridiculous is that. These people act like im stupid and whatvthe don't seem to understand isbthatvmostbof it is recorded. I'm probably nit going to get reimbursed for my credit card advance or medical deductible am I. What I know is 3 seperate occasions I've been told that my oaybout had been prospered out of thier system ibmeanbtheybwere very convincing ibmean one of them swore to God I was being paid. Then recent they tikd me that they are having an issue with thier bitcoin partner. Ifbthatvwere the case why not then wire transfer instead. So not only all this they disabled my account where ivcmhad stockpile greatvpromo along w8thva 100 free chip and still tobthisbday they won't connect me to a manager. They are acting shady and I feel fraud has been commited by having different agents tell me I have been paid. These people act like criminals andbi sure hope karma finds them. They have caused me so much stress and anxiety andbsobm7ch time and energy trying to get them to pay me. Please 🙏 🙏 help

Thank you very much, TucsonCrook, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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. 

Good morning I contact them every day and they still will not allow me to speak to a manager. I am so frustrated. I was told by an agent that the manager Cynthia the one that lied to me about not receiving my documents and I called her out because I have proof that they got everything by screen shoot the chat and I showed her the chat log and then she came clean and apologized and I went on to say how disgusted ibwas with thier tactics and that she should be fired ect and an employee told me she had been fired. So who knows what's go I ng on this has been such an ordeal for me my health has gone down hill nit to mention my mental state. I really don't have a reason they have lied to me so many times I don't know what is truth and not I am guessing it's all bs and everything is a lie. I don't get it. There is absolutely no reason for them to withhold everything on my end is light and there were no issues in fat at first very friendly and congratulations ect now im lucky if they respond to me.

Whatever you need from me let me know ibrealky do need this money. I have been out iw work for a bit due to my health

Dear TucsonCrook,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Winbig21 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Oh this could not come at a worse time. My wife and I both have contracted Covid. I'm not doing so well my o2 saturation continues to fall and my overall health is really degrading fast. I could really use that money . I have been deeply affected by this whole ordeal. These people in the call center have done a number on me. They have lied to me about getting paid. Three different times I've been told that I had in fact been paid and that it had been processed out and no longer in thier hands which was completely a lie. I dont know how these people can look at themselves in the mirror. What they are doing is fraud and it hurts people. It has hurt me and my mental health and just the sheer time and effort I've had to use to try and communicate with them. They no longer will respond to me via live chat. I don't know what to do. I really need them to pay me what I'm owed. What am I supposed to do?

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,

Stefan