BigWins Casino - La retirada del jugador se ha retrasado.

I made a withdrawal request on June 26 and I still haven't been paid.

, Έχω κάνει αίτηση ανάληψης από τίς 26 Ιουνίου και ακόμα δεν έχω πληρωθεί.

Dear Sevara, 

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? 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, 

Veronika

I made a deposit of 20 Euros and my winnings were normal. I have sent all the documents they asked me and my account is identified. I have not made any withdrawals in the past from this casino

Έκανα κατάθεση 20 Ευρώ καί τα κέρδη μου ήταν κανονικά.Εχω στείλει όλα τα έγγραφα που μου ζήτησαν και ο λογαριασμός μου είναι ταυτοποιημενος.Δεν έχω κάνει καμία ανάληψη στο παρελθόν από το συγκεκριμένο καζίνο

6199624Withdrawal (Bank transfer)26 Jun 2023 15:39-700AwaitingUser request

Thank you very much, Sevara, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 in the near future.

 don`t know every withdrawal`s status or details from the bottom of my brain.

I am sorry but I can't provide you with any additional updates on your case at this point since unfortunately I have no jurisdiction over the subject matter.

Per your previous request this situation has already been escalated to our Higher Management and they will respond to you via email once your case has been processed.

Please remain patient and kindly await their answer, since this is only way to deal with this issue.

Rest assured that we are striving to resolve this situation as fast as possible.

Hi Sevara,

I've just reviewed your case and am sorry to hear about your problems with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BigWins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons for such a delay? Could you specify when the withdrawal request is to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

My account has been blocked

Μου έχουν κάνει μπλοκ στον λογαριασμό μου

Dear Sevara, I'm sorry to hear that. As you can see, there's been no answer from the casino yet, so we cannot look into this issue in a more detailed way without cooperation from the casino, though it still has a few days for a reply.

Finally I log into my account normally. There would be some problem. I don't have anything newer with the money

Τελικά μπαίνω κανονικά στο λογαριασμό μου.Καποιο πρόβλημα θα υπήρχε.Με τα χρήματα δεν έχω τίποτα νεώτερο

Dear Sevara, 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.

Best regards,