BigWin Casino - El jugador enfrenta un retiro retrasado a pesar de la verificación de la cuenta.

Hello, I can't change the country, I live in Germany. I have deposited there, with a bonus, turned it over, verified it, and want to withdraw. According to the chat, the account is verified and they also don't know why it's taking so long. Allegedly every withdrawal is manually processed and directed. The longer waiting time doesn't necessarily bother me, but being treated like a fool does.

Guten Tag, ich kann das Land nicht ändern, wohne in Deutschland. Ich habe dort eingezahlt, mit Bonus, den umgesetzt, verifiziert und möchte auszahlen. Laut Chat ist das Konto verifiziert und wissen auch nicht, warum das so lange dauert. Angeblich wird jede Auszahlung manuell bearbeitet und angewiesen. Mich stört das längere Warten nicht unbedingt, aber das man für dumm verkauft wird.

Dear katjaleesch,

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 before? 
• Do I understand correctly that you deposited and requested the withdrawal via the same payment method (MiFinity)?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello Kristina,

no withdrawals from this casino yet. Deposit method was Mifinity and I wanted to withdraw through that as well. LG

Hallo Kristina,

noch keine Abhebung in diesem Casino. Einzahlungsmethode war Mifinity und darüber wollte ich auch auszahlen. LG

Thank you very much, katjaleesch, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear katjaleesch,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BigWin Casino representative to join this conversation.

Dear BigWin Casino,

Could you please clarify the situation for us ?

Thank you in advance,

Mirka

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.

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. 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 might 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players.

If you need any help with the complaint, feel free to send me n e-mail to miroslava.d@casino.guru .

I am sorry we could not be of more help on this occasion.

Best regards,

Mirka