Winbig21 Casino - Player’s withdrawal is delayed.

I've made several withdrawal requests all in April between April 24th and 26th totalling the value listed. For the past 8 months I have received every excuse including payment distribution problems and they switch processor to there is new management and they are behind in payments etc. Chat has a different copy and paste excuse every 2-3 months. They have all my KYC and have paid small amounts to me in the past without problem. They even paid $1000 of the winnings that all over the other unpaid winnings were from so there is no error on my end. One conversation even told me I would received an instant $1000 part of withdrawal payment of I deposited another $2000. Since it had been 6 months since I received anything at.the time I refused to deposit unless I actually started receiving my winnings and then received nothing. Screenshots can be provided if needed it won't let me attach them to upload for some reason

Dear pacolococt,

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 accumulated your winnings with or without an active bonus? Please provide any relevant evidence to tomas@casino.guru if you can’t submit the screenshots or transcripts to the complaint thread.

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

I will submit the screenshot to the email address now . Yes it was a a bonus and I met all the wagering requirements (the site doesn't even let you withdrawal until the built in wagering requirement is met). My deposit was $500 and the max withdrawal was 10x the deposit so $5000 for this promotion. So I was within that and mar

Thank you very much, pacolococt, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 pacolococt,

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

Just to let you know Winbig21 Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Winbig21 Casino to join the conversation.

Dear Winbig21 Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

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 pacolococt,

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,

Michal