Winbig21 Casino - Player’s withdrawal is delayed.

Requested payout on November 24th the payout was accepted all documents were sent and still I have received nothing and now can’t get any response via chat or email.

Dear stephirhodes98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Do I understand correctly you accumulated your winnings without using a bonus? Could you please advise if it is your first withdrawal from the casino?

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

Best regards,

Tomas

Yes it would be my first withdrawal. When speaking to rep the day of withdrawal he stated for new withdrawals it takes 7-10 days to verify all my information and payment would be sent in.. the copy of the email I sent with initial complaint to you shows where all my information had been received and processed but now I can’t get even a response via chat

Thank you very much, stephirhodes98, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello stephirhodes98,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winbig21 Casino to join the conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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.

Dear stephirhodes98,

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,

Tomas