Winbig21 Casino - The player's withdrawal is delayed.

Hello Gremiofbpa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbig21 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you Gremiofbpa for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gremiofbpa 

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

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?

John:

We are very sorry for the delay do not worry, we have shared your urgency, you will get your withdrawal as soon as possible, do not worry our finance department will give you the status through email regarding your withdrawal

Answer the chat now 08:47 AM 09/11/2022

The same answer every every and very day!

Malcolm :

I do apologize for the untimely delay here as i see your withdrawal is already in the queue for the fulfillment so be rest assured you will soon get it credited to your wallet.

11/11/2022 8:36 o clock AM

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 Gremiofbpa

Just to update you, I'm in contact with Winbig21 Casino representative and they are looking into it with their finance team, hopefully, this gets sorted ASAP

Bom dia Michal agradeço seu empenho. Mas perdi as esperanças. Vai completar 60 dias e nada de resposta. É decepcionante que casinos assim enganem e tomem dinheiro das pessoas . Eu depositei nesta casa . Dinheiro real .

Eu e mais alguns amigos não recebemos o dinheiro nem respostas mais por email por chat. Lamentável Casino Win BIg . Isso é crime !

Dear Gremiofbpa

I've contacted the casino numerous times, but apart from answers like "I will check this with the finance team" I sadly didn't see any progress. If there is no further change by tomorrow I will be forced to close the complaint as unresolved. 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.

Oi Michal. Peço que não desiste por favor. Preciso muito do dinheiro. Além de tudo depositei na casa. Isso não é considerado crime cibernético? O que eu faço ??? Só uma queda na reputação não é o suficiente para estas casas . Eles não estão nem aí !

Dear Gremiofbpa

I gave the casino rep a nudge on Skype. Their response was, "I am following up for this and I am sorry for the delay". We've received similar responses in the past, but unfortunately, they ended as just "empty words".

I will extend the timer for an additional 3 days to give the casino extra time, but if the payment delay is not resolved within this time frame we will be forced to close the complaint as unresolved.

Dear Gremiofbpa

I have tried to contact the casino repeatedly but although the casino representative replied that they will look into this case and that they will try to resolve it ASAP, nothing really happened. I have even given the casino extra time to sort your complaint out, but I'm afraid there is nothing that can be achieved without cooperation from the casino 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