Winbig21 Casino - Player's withdrawal is delayed.

Everybody is saying the same thing but my review is this is the worst site ever. I've been waiting almost a month for $150 payout that I was charged to be able to get in the first place yet all I'm being told is their system has been down. They just got it fixed but here it is a couple weeks later and I still haven't got it

Dear jimmartin893,

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 confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Dear jimmartin893,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wasn't verified but I am now. I have been for a while. I've received a bonus after I played it. I had to deposit money. Verify my self and after that I could request a withdrawal which I did all in the guidelines and these people still won't give me my money

Thank you very much, jimmartin893, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you jimmartin893 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winbig21 Casino for their help in resolving this complaint. We would like to know why is the player unable to withdraw their winnings and if we can do anything to help.

Thank you!

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.

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,

Peter