TL;DR: Bigwins.com casino delays my account verification process, asks for the same documents several times, replies to my emails with bots/AI, and holds my withdrawals that total 3772.18€.
I joined bigwins.com in June and made my first two deposits (50€ each) last week on Aug 09, 2023. On the same day I requested a withdrawal of 200€, which has been "approved" within several hours. On the following day, Aug 10, 2023, I made 11 deposits summing up to 900€. And didn't win anything. On the next day, Aug 11, 2023, I made another 7 deposits summed up to 500€ and had luck to win 3772.18€.
On the same day, I made two withdrawal requests – 700.94€ and 3071.24€. On Aug 12, 2023, I received an email from the casino, asking me to submit my picture ID, proof of address as well as image of my payment card, which I responded to within an hour, submitting copies of all the documents that were asked for.
On the following day, Aug 13, 2023, the casino informed me that they were still handling my case. I asked the support team about the processing time of my withdrawals and they answered that it usually takes “a couple of minutes, but in rare cases the withdrawal processing time may be longer due to e.g. a large amount or technical problems or other variables”.
On Aug 14, 2023 I asked the casino about the status of my verification procedure, to which they replied on the following day, Aug 15, 2023 that they require once again the following documents: photo ID, proof of address, picture of my card and bank statement that shows transactions for the last 30 days. I submitted these documents the same morning and got a response requesting me to take a selfie with my photo ID. I submitted the selfie shortly.
On Aug 16, 2023 the verification process had been taking five days (the FAQ on the website says the KYC takes up to 48 hours) and I submitted a demand to the casino to process my account verification and my withdrawal request within the following 24 hours. They replied with a general email, acknowledging that the KYC takes longer than expected, but not revealing any more information of what is holding them back from verifying my account, nor gave a specific timeframe for the verification's completion. After that, on the same day, they requested my bank statement for the current month twice – the first one didn’t contain data for the current day.
Today, on Aug 17, I asked about the status of my account verification once again and they sent me a general email describing the importance of the verification and how this protects me and other players. All the emails sent to me from their customer service are clearly written by the AI (match common AI patterns) and do not provide any details about my case.
During these days, I tried submitting several withdrawal requests on the website, all of which have been declined. Money from one approved withdrawal request that I described in the beginning never reached my account.
I seek to resolve this case with the casino as soon as possible, but need help from askgamblers.com and attention from the public.
Complaint Info

Dear BigWins Casino,
Please let us know if there are any updates regarding this ongoing complaint.
Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
The casino processed my withdrawal of 3,772.18 € and the money showed up on my account right away. However, I'm still awaiting withdrawal of 200.18 € requested by me on Aug 09, 2023.
The transfer of 200.18 € is now received.
Askgamblers.com, you can now close this complaint and mark it as resolved. Thanks!

Dear all,
As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.
We thank both parties for their assistance during the complaint process.
BigWins Casino Complaints
- 1 of 2 resolved
- 3 days avg response
- 4 days avg complaint life
- 2,093 USD avg amount
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