The player from Germany is experiencing difficulties withdrawing from the casino. After several attempts to contact the casino no response had been received. Therefore, the complaint has been closed as unresolved.
Winbig21 Casino - Player’s withdrawal is delayed.
Black points: 31
Amount: €179
Winbig21 Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
Winbig21 Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Casinoguru, I have a problem with the withdrawal at WinBig21. There was a promotion where I got (can't remember exactly) either free spins or bonus money. It is €155 that should be paid out after the deposit. The wagering requirements have been met and so has the deposit to withdraw the amount. KYC documents have been accepted and I am now waiting for the payment. The payment was requested on January 1st, 2023 and has not yet been paid out. I deposited via bitcoin so I can also withdraw to bitcoin. I have submitted my bitcoin address. The last contact with WinBig21 support was 2 weeks ago and they informed me that it is up to the finance department why the amount is not paid out.
Could you please help me further on this matter.
Regards M. *****
Edited by a Casino Guru admin
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1 year ago
Dear Mick0815,
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 from the casino in the past? Could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru?
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
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1 year ago
Translation
Hello this was my first withdrawal and first deposit with bitcoin.
Communication between me and casino sent via email.
thanks
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1 year ago
Translation
Hello this was my first withdrawal and first deposit with bitcoin.
I have emailed you the communication between me and the casino.
Did you get the mail?
Thanks
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1 year ago
I apologize for the late reply. Thank you very much, Mick0815, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Winbig21 Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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1 year ago
Hello, Mick0815!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
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.
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1 year ago
Hello, Mick0815!
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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel
