Delaying my redemption and receiving repeated excuse

I have been waiting 12 days for my redemption to process. They have given me every excuse under the sun as to why they need more and more documentation, which I keep providing, and they still haven't approved a measley $100 redemption.

They took my money for SC purchases with zero issue as to my identity, tho...... I need my money TODAY.

They denied my redemption 3 times by the 21st of Aug. It's been on pending since my 4th attempt on the 21st.

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"

I have been trying to get a redemption from big shot games since the 13th of this month. I redeemed 100, it took 7 days to get. I redeemed 400 the SAME day and it is still setting in limbo and all I get is the run around. That they have a very high volume of redeeming right now for me to please be paitent and just wait and I would get an email when it has been sent out. There is no reason why I should not get the money. I redeemed once before. and got the 100. I have been reading on truth Poilet that they have done MANY people the same way. It is very concerning. I would like to get my 400 .. I mean 400 is a lot of money, I have emails all saved from this Big shot games. I think they are a scam. They pay out 100 and nothing else if you win.