Delayed payment and don't even want to refund my deposit - in queue

I won money at winbig21casino. They been telling me they are working on it for 4 months.

I just want my winnings. Every time I talk to them they say it’s coming but now they won’t even talk to me.

I don’t know what else to do I’ve been waiting for four months.

Please try to help me. I have my pic of where I won the money but don’t have any place to put it on here.

So every time I inquire I'm told same delay and stall response. Oh it's been escalated, and you'll receive payment soon.

Well I was told upon deposit inquiry that if I win and request it be paid before Halloween. Well it's now Christmas and I've spent days on chat to not get anything helpful or explaining why.

I'm too broke to be borrowing casino money. I'm now homeless and really need the money. Nothing's changed from requested status even.

Told they'd reach out and it's escalated to priority since November 1st. It's only like $300 too. But I need it so badly. Support don't care it's same generic lies.

I created an account and deposited $54 on October 15th.

I used their new customer bonus which had a max withdrawal of $2,500. I met the playthrough requirements and had a balance of slightly over $2,500. I contacted Chat to see if I needed to remove the amount of the bonus which is typically the case. They said I did not and removed everything more than $2,500.

Max withdrawl was $1,000 so I did $1,000/$1,000/$500. I was told 3-5 business days. When it didn’t hit my account I contacted again and they said no more than 10 business days.

Today is Business Day 13. The withdrawal was requested on 10-15-23. Support just keeps sending the same prewritten response every day. Chat is no help.

Please I was really counting on this money.

I’ve attached screenshots of everything.

I've got 3 pending withdrawals with winbig21 totalling 181 dollars. Every time I contact them it's the exact message. They will expedite it not to worry. Said they had internal issues well the issue didnt affect their receiving money. So going on 5 months now and asking every few days changes nothing.

To whom it may concern,

Hello. My username is kismet at ASKGAMBLERS.

I registered with Winbig21 Casino with the username maverick1981 in January 2023 and played with a welcome bonus offered by the casino before winning $40. Then I successfully verified my account by submitting my ID documents, was asked to deposit $30 with crypto, which is necessary to process my first cashout, and I made a withdrawal request on 23rd January 2023. However, the issue I am currently facing is that I have since been waiting for the withdrawal process to be finalized. Indeed I contacted customer support many times and they told me that I have no problem with my betting record and do not run afoul of terms and conditions. But their reply is always like" Don't worry. Our finance team is working on it! You will get your winnings as soon as possible!" every time I chat with the operators. Moreover, I tried sending multiple emails to their finance team to ask about the situation of my cashout process, but I have not heard from them as yet.

Over the last six weeks, I have been struggling to reach out to people on the finance team to redeem my money, while tenaciously contacting the chat agents. Unfortunately, I still have not seen a silver lining. Still, through conversations with the chat agents, I got an inkling from her that prompted me to call Winbig21 casino quite dubious and mendacious. One female chat agent gave me a hint that the staff in charge of customer support works remotely at home and can only send emails to communicate with the finance team with no extension numbers. She also said she can't even call in sick since she is not allowed to use phones, adding that the employers would not even care for her should she come down with illness suddenly at work, because they just regard their staff working on the front line as expendable with plenty of chat agents at hand. Judging from her comment, I believe that kind of mindset leads the company to have no qualms about skirting around or sitting on important emails from customers. On the other hand, she insists that they are licensed by Curacao( the association is unclear), but I confirmed that it is unlicensed on the search engine of The Curacao eGaming License.

Finally, I have no idea how to contact the finance team and have come to the conclusion that it is hard to iron out this issue alone. If you have experience in tackling this kind of issue involving Wingbig21 Casino, I kindly ask for your help.

Thank you for your assistance.

Kindest regards,

kismet

Hi,

My name is < full name removed > and on 10/23/22 I deposited $37 to Winbig21 casino via bitcoin and did not take advantage of any bonuses or promotions. On 10/24/22, after playing off and on, I requested a cash out of $130. Then about an hour later, with the money I had left in my account after requesting a payout, I made a payout request for another $130. As of today, 12/14/22, I have still not received my money.

I requested both payout to be paid to my bitcoin wallet and I have sent them all of the verification documents they requested. I have contacted them via chat several times. They keep telling me the same thing that I am next in line to get paid out and my request is top priority. This has been going on almost weekly for over 6 or 7 weeks. They tell me the same story that I am next in line to be paid out and that I am top priority. My mother has even contacted them and she gets the same runaround response.

Recently, they have stopped communicating with me. Everytime I go into the chat after logging in, no one enters the chat like they are ignoring me. In the past they even offered me other promotions, which I declined because they haven’t even paid me out for the first two requests.

I have reviewed the casino terms and conditions and have not violated anything. Nor, have they ever told me that I wasn’t entitled to my money yet when they would answer my chats, they just kept telling me the same thing like it was a script or something. I have contacted their customer service and even asked to speak to a supervisor who I am told won’t be in for a few hours and now they won’t answer me at all.

I really need that money and my initial deposit was a birthday present and I have tried everything I can think of to do. I have been polite and patient and still nothing. I have attached some screenshots and if you need more I have them.

I have left my casino account info below for your reference and would really appreciate your help in resolving this issue. Thanks

User Name: < username removed >

Date of deposit: 10/23/22 $37 via bitcoin

Payout requests: 10/24/22 4:39a ID# 213256 $130

10/24/22 5:40a ID# 213271 $130

< full name removed >

Won twice with winbig21. Wish I found this site first. July 21st and 22nd.

Requested funds but been given reasons after reasons. Back end, software etc.

I doubt I get my money at this point so any help I can provide to prevent others. I spent way more than the winnings. They sent my winnings on no deposit bonus. Now that I have over 1000 In winnings. No help.