Delayed payment
I am filing an official complaint against Big Shot Games regarding a $750.00 cash prize redemption that has been withheld since June 24.
My player account is fully verified through standard KYC protocols, and the transaction has successfully cleared all internal playthrough tracking. On my account dashboard, the reversal/cancellation option is locked out, and the transaction status is explicitly marked as "TO PAY."
Despite satisfying all platform terms, my redemption has been stalled in processing limbo for 11 days. When I contacted the live chat customer support team on July 2, agents completely bypassed my specific transaction questions and instead provided automated script templates regarding routine traffic and security checks. When I requested direct escalation to a billing supervisor, the live agent stated my file was forwarded to the review team for manual processing, but then abruptly stopped replying and refused to provide a standard Zendesk tracking or reference ticket ID.
Because this transaction is set up as a direct card transfer over 24/7 digital payment rails, there are no bank-holiday or weekend constraints causing this delay. The transaction has simply been bottlenecked on the merchant side. I am requesting mediation through AskGamblers to have Big Shot Games manually release these approved funds to my card immediately.
Registered Account Email: < sent to the casino >
Transaction Submission Date: June 24
Disputed Amount: $750.00 USD
Current Status Listed: "TO PAY"
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