Winbig21 Casino - The player's withdrawal is delayed.

They are giving me excuses on a 75$ payout . It was suppose to be 48 hour's then it was 5 to 7 business days . It's been over 3 weeks as of today and they still have not processed my withdrawal. I deposited I met all wagering requirements and am still be told I. In the Q for a payout and asked for my bitcoin address everyday. I even was asked for my id... which I submitted with proof of residency which was all approved and still nothing. Yet nobody can tell me what exactly the reason is for not sending my payout .. Please help me anyone.

Hello suntyze7644,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello Nick thank you for your immediate reply you have been quicker than the casino itself Okay so I submitted my driver's license along with utility bill and a copy of my payment card on December 26th I received an email back January 3rd saying my identification was approved I have spoke with customer service representative everyday twice a day I just spoke with the last one last night and I get the same BS responses that my payment is in the queue and it is the next one to go out but they are so sorry for the untimely delay but I am the next payment to be processed I have heard every excuse from the Bitcoin processor was down to the excuse they needed my Bitcoin address again to then they asked for my identification now the lightest excuse was nobody was there for her to process my payment and then it was it was in the middle of being processed I would have it the next day and we are back to as of last night it's in the queue and they're sorry again for the delay and it'll be right out in the very beginning they told me my payment would be out in 24 to 48 hours and all they asked for was my Bitcoin address and now I have been through pardon my language hell for over 3 weeks for a $75 payment are you kidding me I usually deposit that at more casinos I was trying the casino out I made a small deposit like I do every place else if I get a win I withdraw to see how the process goes see if I want to continue playing there obviously with this one I never want to play there again I've spent a few thousand dollars at other places these people are losing money they could have had a great customer but not now I just want my money so I can be over with this nightmare

There's the latest email

Thank you suntyze7644 for all the provided information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear suntyze7644,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Winbig21 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 just want to know how many times have you contacted this casino that they actually never responded or resolved the issue because I still have not been paid

Dear suntyze7644,

I'm afraid there is not much that can be achieved without cooperation from the casino's 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,

Stefan