Winbig21 Casino - Player struggling to receive her winnings.

I have been trying to get my withdrawal since March 31 for $243 and $391 and I get the same answer…it’s their top priority…never a clear answer. They owe me two withdrawals ….one for $243 and one for $391. The last chat I had …I knew they weren’t going to pay by what support said. I did pay $25 Deposit after I won in order to collect my winnings…still no payment. Here is the last chat I had with their support.

Here is the last chat I had with Winbig21 support… pretty much confirms they don’t payout. Here is the last chat I had today with support that practically confirmed you don’t payout your withdrawals.

Noah.: How are you doing? Noah.: Thank you for the update. Friday2023: Sad to read that your casino doesn’t payout what someone wins.. that some sights have blacklisted your Casino because of that Noah.: Payout is not in our hands. Friday2023: Whose hands is it Noah.: It is done by the backend team. Noah.: We do not have a direct control on it. Noah.: I forwarded your message, though. Friday2023: Your reply tells me that it is true …so so disappointed Noah.: To be really honest, I would feel the same if I would be at your place. Noah.: There is one offer that I can give you. If you like it. You can reverse any one of your payout and get 100% reversal bonus by this and you will get a momentum to play. Noah.: I can get 100% reversal bonus. Noah.: Again, I'm not forcing you for that. Noah.: This is a breakthrough, so I thought I should offer you this. Friday2023: I don’t think so Noah… I’m going to give my review on your casino online also. Noah.: Ok.

Dear LJ2023,

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

Re: Withdrawal (Support #74020229)

Winbig21 Support

To ****@yahoo.com

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Apr 9 at 5:33 PM

Dear Shirley, Username - ****

Thank you for Choosing Winbig21

Thank you for sharing your bitcoin address, we have shared your cashout on priority, do not worry, we assure you, it will be processed as soon as possible our finance department is working on it!

For any further assistance, please feel free to contact our 24*7 live support.

Thanks and regards

Team Winbig21

Went on chat to see what they would say on status of my withdrawals.. after a few minutes of conversation .customer support quit communicating. Here is the chat

Agent Veronica has joined the chat.

Agent Veronica has joined the chat.

Veronica:

Hey Shirley

Veronica:

Welcome to our Casino...It's pleasure to have you with us today!

F****3:

Hey Veronica it’s been a month and still haven’t received my withdrawals

Veronica:

Sure, Shirley...let me check that for you

F****3:

Ok but please don’t tell me I’m the highest priority or finance is working on it…cause I have been told that for a month and it’s still showing pending

F****3:

veronica I’m not interested in reversal either. I don’t want to do anything until I get my withdrawals so I know your casino pays out

Veronica:

Shirley, we understand that trust is a crucial factor when it comes to financial transactions, especially when it involves winnings. We want to assure you that we take our commitment to our customers very seriously, and we guarantee that you will receive your winnings in a secure manner. You can trust us to handle your transactions with the utmost care and attention to detail.

Veronica:

We have been experiencing a high volume of withdrawal requests recently, which has resulted in some delays in processing. However, we assure you that we are doing everything possible to expedite the process and get your funds to you as soon as possible.

F****3:

But when am I getting my withdrawal… it’s been a month. All my documents have been verified and I have confirmation from you that me bitcoin account has been received.

F****3:

Veronica..

F****3:

I was on chat with Noah and he said he doesn’t blame me for feeling I won’t get paid.

F****3:

I looked up reviews on your casino and saw other people waiting for over 2 months for their withdrawal

F****3:

Veronica have you left the chat

Thank you very much, LJ2023, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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.

Dear LJ2023,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Winbig21 Casino to join the conversation and aid in the resolution of this complaint.

Wonderful..

I appreciate your help!

I found that there was a possibility that rival owns the casino so I sent a complaint to them and here is there reply….

[#STA-325-99418]: New submission from Player Enquiry

Rival Mediation Team

To s********@yahoo.com 

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Apr 27 at 6:20 AM

Good Morning,

This is a notification to let you know that we have received your query regarding withdrawals from WinBig21 Casino. 

Please note that as the software provider, we have no direct control to payments by a casino that provides our product; as such, we would suggest you continue to attempt to resolve this directly with the Casino. 

That being said, your email has certainly sparked concern, and we will be escalating your complaint to the Casino directly to ensure that they are aware of the escalation. 

Kind Regards,

Rival Mediation Team (RMT)

Kind Regards,

The Rival Mediation Team 

Ticket Details

Ticket ID: STA-325-99418

Department: Mediation

Type: Task

Status: Closed

Priority: Normal

Helpdesk: https://support.rivalpowered.com/index.php?

Received this email today.

Re: Withdrawal (Support #74020229)

Winbig21 Support

To: s*****@yahoo.com 

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Apr 27 at 11:09 AM

Dear S****, 

Username - F*****2023

Thank you for Choosing Winbig21

We regret to inform you that there has been a delay in processing your recent cashout request on our online casino platform. We understand that this has caused inconvenience to you, and we would like to offer our sincere apologies for any frustration or inconvenience this may have caused.

We take great pride in offering a seamless and efficient experience to all of our customers, and we understand that delays can be frustrating. We assure you that we are doing everything in our power to resolve this issue as quickly as possible.

Please be assured that your funds are safe, and we are working diligently to ensure that your cashout request is processed as soon as possible. Our support team is available 24/7 to answer any questions you may have, and we will keep you updated on the progress of your request.

Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding during this time.

Thank you for your continued patronage to our Winbig21 casino.

Thanks and regards

Team Winbig21

Thank you for letting me know. Hopefully, the casino will also join the discussion here and inform us when exactly you can expect the winnings to be paid out.

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.

Received the same email again this morning.

Back

Re: Withdrawal (Support #74020229)

Winbig21 Support

To: s*****@yahoo.com 

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May 5 at 1:05 PM

Dear S*****, 

Username - F*******3

Thank you for Choosing Winbig21

We have shared your cashout on priority, do not worry, we assure you, it will be processed as soon as possible our finance department is working on it!

For any further assistance, please feel free to contact our 24*7 live

support.

Thanks and regards

Team Winbig21

Dear LJ2023,

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.

Kind regards,

Veronika