Sem retorno suporte

So I deposited the 30€ to get the 200 free spins from book of dead, I recycled the deposit on live casino and noticed its only 20% well then I asked from customer support and they told me to do the remaining 24€ on slots so I did, I was on 80.99€, tried to withdraw they said that we need your documents for KYC = know your customer, 4 days passed I got no answer from the verification team that I could withdrew any money, because my documents werent verified, suddenly next morning I was refunded the 30€ and my casino saldo was at 0€ I asked and got told youve broken the terms and weve had to remove your winnings, I was shocked because I only played freebet blackjack and honey rush slot and waited with the withdrew, I didnt get any real reason what I broke on the terms, and they just stole my winnings, I say total garbage casino, never suggesting anyone to play there, horrible messaging experience and communication, worst possible casino ever Ive been on.

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.