CasinoWinBig - A retirada do jogador foi adiada.

Hi, have an account on WINBIG, have a verified account and made large deposits. Withdrawn smaller amounts such as SEK 5000 and it has gone well. Won a bigger win and now has 420,000. They have a withdrawal limit of 50,000 per week. Been trying to make a withdrawal for 16 days now but every 4th day it "failed" and they always blame it on "technical problems". In the chat, they reply that the relevant department is looking into it and will get back to you as soon as possible, but nothing happens. Have emailed several times and they don't respond to emails anymore. My account is already verified from before.

Hej, har ett konto på WINBIG, har ett verifierat konto och gjort stora insättningar. Tagit ut mindre belopp så som 5000sek och det har gått bra. Vann en större vinst och har nu 420.000. De har en uttagsgräns på 50.000 per vecka. Har försökt att göra ett uttag i 16 dagar nu men var 4:de dag så blir den "failed" och de skyller alltid på "tekniska problem". I chatten svarar de att berörd avdelning tittar på det och återkommer snarast men de händer ingenting. Har mailat flera gånger och de svarar inte på mail längre. Mitt konto är redan verifierat sedan tidigare.

Dear Hejsan92,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I have chosen bank transfer zimpler, sent in bank statements and the first withdrawal of small amounts has gone well.

hope for the best. Thanks for your help

Hej, jag har valt banköverföring zimpler, skickat in bankstatement och det har gått bra med första uttaget på mindre belopp.

hoppas på det bästa. Tack för er hjälp

Thank you very much, Hejsan92, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

My withdrawal was "failed" for the fourth time, exactly the same day as 18bet. They behave exactly the same with the same reply in the chat. That the relevant department processes my withdrawal. Then they say that you should take "finance" questions by email, but no one has responded to email for 9 days. I have not received any withdrawals.

Mitt uttag blev "failed" för fjärde gången, precis samma dag som 18bet. De beter sig precis likadant med samma svar på chatten. Att relevant avdelning bearbetar mitt uttag. Sedan säger de att man skall ta "finans" frågor på email, men på email har ingen svarat på 9 dagar. Inga uttag har jag fått.

Dear Hejsan92,

This is Tomas and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a CasinoWinBig representative to join the conversation and participate in the resolution of this complaint.

Dear CasinoWinBig, could you please provide some information regarding the player's denied withdrawal requests?

Thank you in advance for providing the information.

Kind regards,

Tomas

Still no replies to emails. It's been 10 days now without them replying to emails. In the chat, they refer questions regarding withdrawals to email. No one answers e-mails in 10 days, even though they are supposed to have a 24-hour service policy. Still haven't received any withdrawals, they are my 5th withdrawal that I have to redo as they become "failed". No response to anything from the casino. 19 days since the first attempt. I feel extremely cheated as I deposited large sums without any problems at the casino. But when it comes to withdrawals, I don't get any money out or answers to emails. Yesterday, a guy from support replied that the concerned department is looking into technical problems. Already verified account since before.

Fortfarande inga svar på mail. Gått 10 dagar nu utan att de svarar på mail. I chatten hänvisar de frågor angående uttag till mail. På mail svarar ingne på 10 dagar trots att de skall ha 24 timmar service policy. Fortfarande inte fått nått uttag, de är mitt 5te uttag jag får göra om då de blir "failed". Ingen respons på någonting ifrån casinot. 19 dagar sedan första försöket. Känner mig extremt lurad då ja satt in stora summor helt utan problem på casinot. Men när det gäller uttag får jag inte ut några pengar eller svar på mail. Igår svarade en kille ifrån support att berörd avdelning ser över tekniska problem. Redan verifierat konto sedan innan.

Dear Tomas and Hejsan92,

Please note that we are reviewing the case.

Kind Regards,

CasinoWinBig Team

Would like to know what you are reviewing? I have a verified account, not my first withdrawal, and have large sums on deposit. All of a sudden after a bigger win, no one answers, and no withdrawals are approved. They get "failed" after 4 days time and time again. You have violated all the guidelines you have yourself, 24/7 service, 24-48 hour withdrawal. What else is there to review?

Vill gärna veta vad det är ni granskar? Jag har ett verfierat konto, inte mitt första uttag, och har deposit stora summor. Helt plötsligt efter en större vinst är det ingen som svarar , och inga uttag godkänns. De blir "failed" efter 4 dagar gång på gång. Ni har brutit mot alla riktlinjer ni själva har, 24/7 service, 24-48 timmar uttag. Vad finns det mer att granska?

Dear CasinoWinBig,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Why is the player's case under review?

Thank you for providing the information.

Kind regards,

Tomas

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’.

Dear Hejsan92,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas