Winbig21 Casino - A retirada do jogador está atrasada.

Hello Casinoguru, I have a problem with the withdrawal at WinBig21. There was a promotion where I got (can't remember exactly) either free spins or bonus money. It is €155 that should be paid out after the deposit. The wagering requirements have been met and so has the deposit to withdraw the amount. KYC documents have been accepted and I am now waiting for the payment. The payment was requested on January 1st, 2023 and has not yet been paid out. I deposited via bitcoin so I can also withdraw to bitcoin. I have submitted my bitcoin address. The last contact with WinBig21 support was 2 weeks ago and they informed me that it is up to the finance department why the amount is not paid out.

Could you please help me further on this matter.

Regards M. *****

Hallo Casinoguru, ich habe ein Problem mit der Auszahlung bei WinBig21. Es gab da eine Promotion bei der ich (kann es nicht mehr ganz genau sagen) entweder Freispiele oder Bonusgeld bekommen habe. Es handelt sich um 155€ die nach der Einzahlung ausgezahlt werden sollten. Die Umsatzbedingungen wurden erfüllt und die Einzahlung um den Betrag auszahlen zu lassen ebenfalls. KYC Dokumente sind angenommen wurden und nun warte ich auf die Auszahlung. Die Auszahlung wurde am 01.01.2023 beantragt und ist bis jetzt nicht ausgezahlt worden. Ich habe per Bitcoin eingezahlt damit ich auch auf Bitcoin auszahlen. Meine Bitcoinadresse habe ich übermittelt. Vor 2 Wochen war der letzte Kontakt mit WinBig21 Support und sie teilten mir mit das es an der Finanzabteilung liegt warum der Betrag nicht ausgezahlt wird.

Könnten Sie mir in der Angelegenheit bitte weiter helfen.

MfG M.*****

Dear Mick0815,

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 from the casino in the past? Could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru?

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,

Tomas

Hello this was my first withdrawal and first deposit with bitcoin.

Communication between me and casino sent via email.

thanks

Hallo dies war meine erste Auszahlung und mit Bitcoin die erste Einzahlung.

Die Kommunikation zwischen mir und Casino habe per E-Mail zugesendet.

Danke

Hello this was my first withdrawal and first deposit with bitcoin.

I have emailed you the communication between me and the casino.

Did you get the mail?

Thanks

Hallo dies war meine erste Auszahlung und mit Bitcoin die erste Einzahlung.

Die Kommunikation zwischen mir und dem Casino habe ich Ihnen per E-Mail zugesendet.

Haben sie die Mail bekommen?

Danke

I apologize for the late reply. Thank you very much, Mick0815, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Winbig21 Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello, Mick0815!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Hello, Mick0815!

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel