Mark all as read

Settings

Notifications
Casino Complaints

Winbig21 Casino - Not fulfilling their payout obligations


3 years ago
I have used a no-deposit promotion and I fulfilled all bonus terms. I have provided all identity verification documents. Winbig 21 has acknowledged my payout, accepted my identity info and said I'd recieve my payout in a few days. After not receiving my payout I went through a week or so of emailing them then the last email I recieved said they are experiencing payout delays because they're having problems with wallet partner. That's the last thing I've heard from them because now they won't respond to email or live chat. The payout is 160. Can someone help me or tell me what the next step for me would be in resolving this because I'm not letting it go.
Disputed Casino Winbig 21 Casino
Amount €160

Discussion

User name

Dear @Trublesum,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Winbig 21 Casino Complaint Stats

Resolved 20 / 60
Avg. Amount $3,107
Avg. Complaint Duration 8 days
Avg. Response Time 4 days

Winbig 21 Casino Complaints

See all complaints for this casino
Waiting for withdrawal since January

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

Status unsolved Unresolved
Winbig21 Casino Keeps Giving Me The Runaround

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 >

Status unsolved Unresolved
$260