Delaying my $1000 redemption

I am filing this complaint against Big Shot Games Casino regarding a significant delay in my redemption payout, which has been pending since September 5th.

My transaction status has been stuck in "reversal cut off has expired" (expired cut off mode) for nearly three weeks. I have contacted customer support multiple times to resolve this. Each time, I am told the issue has been "escalated to management"—this has happened over 10 times now.

Recently, customer support explicitly stated to me that the transaction "is set to pay." Despite this confirmation, no funds have been released to my account, and the casino has completely blown past its own maximum processing timelines.

I have completed all required verification steps, and my deposits went through instantly, but my payout is being wrongfully withheld.

Because the casino has repeatedly failed to honor its support team's promises and timelines,

I am asking AskGamblers to mediate and request that Big Shot Games Casino immediately release my pending funds

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.

This casino is a fraud! I lost so much, and when I had the opportunity to win, they’re delaying my redemption by saying the gameplay verification process is taking so long, without a time frame, over and over again. It's been 3 weeks and I haven’t gotten my money. Withholding money and delaying redemption is fraud. I will file a dispute with my bank because they aren’t honoring the 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"

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.