The player from Italy has been trying to withdraw her winnings since August 2020. The casino failed to respond and we were forced to close the complaint as 'unresolved'. The casino has approached us to reopen this complaint, because the player has played down the balance. After careful examination of the complaint, we have requested the casino to compensate the player for her loss, because of unreasonably long time frame in which the player did not even receive her withdrawals. The casino has ceased to communicate with us on the issue and we have closed the complaint as 'unresolved'.
Winbig21 Casino - Player's withdrawals are being cancelled.
Black points: 240
Amount: €275
Winbig21 Casino
Safety Index:LowSafety Index
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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
Justified complaint
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I started playing on WinBig21 in the summer of 2020, in August I had a win of € 1000 which was NEVER paid to me. At a first reminder, I was told to reverse and make a new deposit and the balance was reduced to the € 325 I requested. After 3 months they told me to do a reverse again which I tried to replay and I returned to 1000 € which I requested in November. In APRIL they tell me to do a further reverse which I divide again into two requests for € 500 and nothing happens. IN JUNE 2021 yet another reverse telling me that I could request 1000, but in SEPTEMBER again the ninth reverse by making two requests of 500, up to DECEMBER 2021 where at the nth (10th!) Reverse those 1000 € became 275 Whenever I tried to chat with someone, I was gradually told that I would be paid within 2-3 days, or 3-5 days, or again within the week to an "as soon as possible". A little while ago at my umpteenth chat, an operator in addition to telling me that "as busy as possible" added that the casino apologizes for the late payment due to delays (from August 2020!) Caused by a problem with their system e-wallet. I don't have all the chats I had, but I have a screenshot of the ten reverse.
Automatic translation:
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2 years ago
Dear Mirella,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that you have never made any successful withdrawals? Would you be so kind and confirm you passed the KYC verification?
Also, could you please clarify the dispute value? You mentioned multiple times that you are trying to withdraw €1,000, however you set the value to €275.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you in advance for your reply. I hope, we will be able to help you to resolve this case as soon as possible.
Best regards,
Kristina
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2 years ago
Translation
The first time I played after using a bonus I had a win of € 1000, which I requested but was not paid to me. Given the delays, I asked for help in the chat and on some occasions they told me to cancel the entire request and to make two different ones for € 500, you can see in the screenshot More time has passed and seeing that they did not pay me yet, I replayed the amount losing significantly, in the end I requested what was left, that is 275 €.
As for the documents, the operators have always told me that they are fine, the delays are due to an e-wallet problem. But as you can see, it's been a long time. The various chat discussions we had always seemed the same, some times automatic, others direct but always of the same type and almost never clarifying. Practically the chat that I have attached is identical to many others I had.
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2 years ago
Thank you very much Mirella for your clarification. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Mirella!
From now on, I will take care of your complaint. I would like to invite representatives of Winbig21 Casino into this complaint in order to help us with the withdrawal issue.
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2 years ago
We would like to ask Winbig21 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 will have a negative impact on the casino's rating.
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2 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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2 years ago
Hello Mirella!
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.
The representative of Winbig21 Casino has reached out to us and informed us, that your withdrawal was reversed and there are currently no funds available for withdrawal in your account.
Could you please confirm this information?
Looking forward for your response.
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2 years ago
Translation
Yes I confirm, because after this complaint was not successful, there was little or nothing to do so I canceled the request and continued playing, losing everything.
Automatic translation:
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2 years ago
Dear panghi,
I would like to inform you that we are currently amidst a discussion with the casino representative about this case. We have requested some more information from their side, as we do not consider the situation resolved by you eventually playing down the balance, since the withdrawal took unreasonably long time and was not successful at all.
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2 years 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’.
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2 years ago
Since we've been discussing the solution for this issue with the casino's representative outside of this complaint and we were also waiting for more information on the case, we are providing the casino with another timer for 7 weeks, so they are able to comment their decision here.
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2 years ago
Unfortunately, the casino did not provide us with further response on the case, therefore making it impossible for us to proceed with resolution of this complaint.
Although the player played down the balance, her withdrawal requests were not processed for an unreasonably long time frame, which should not happen and eventually not paid. With that being said, we see the complaint as fully justified and it will be closed as 'unresolved' with such classification.
In case we would receive any information from the player or from the casino, about any sufficient compensation for this situation, we would change the status of the complaint.
