CasinoWinBig - Il giocatore sta lottando per ritirare le sue vincite.

They refuse to pay out my money, get no response to emails, they are completely useless

Dom vägrar betala ut mina pengar, får inget svar på mail, helt värdelösa är dom

Dear minisnake95,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Submitted everything they asked me for, customer service says my account is verified, no bonuses used. They say that they will go through my withdrawal and that they will contact me by mail, they are 5 days late, asked again today, then they said that they will check my withdrawal sometime in the future

Har skickat in allt dom bett mig om, kundservice säger att mitt konto är verifierat, inga bonusar använda. Dom säger att dom ska gå igenom mitt uttag och att dom ska höra av sig på Mail, de är 5dagar sen, frågade idag igen, då sa dom att dom kollar på mitt uttag nån gång framöver

Now I had to make a withdrawal again because it was now wrong according to them. They don't reply to me on Mail, but if I send from another Mail they reply, what should I do?

Nu va jag tvungen att göra uttag igen för att det blev nå fel enligt dom. Dom svarar ej mig på Mail, men skickar jag från annan Mail svarar dom, vad ska jag göra ?

Could you please advise how many days ago was your withdrawal requested? Were your winnings accumulated with or without an active bonus, please?

7 days ago I made a withdrawal, collected winnings without bonus. But now they were wrong, so I had to withdraw again. But it's guaranteed to be the same. Because they don't answer my emails. Can't write in the chat either

7dagar sen gjorde jag uttag, samlade vinster utan bonus. Men nu blev de nå fel, så va tvungen att göra uttag igen. Men blir ju garanterat samma sak. För dom svarar inte mina mejl. Kan inte skriva i chatten heller

I fully understand your frustration, minisnake95. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear minisnake95,

Have there been any developments since our last conversation, please? 

Dear minisnake95,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.