Mr Big Wins Casino - Der Rückzug des Spielers hat sich verzögert.

If you are looking for an honest online casino that meets withdrawal deadlines, this casino here is not a good option... I made a withdrawal of 500 euros on 09/12, and on 09/25 the payment status changed on their site, informing that the payment had been approved. However, today, 10/02, I still haven't received the amount in my bank account. I entered my data correctly and checked with my bank, who informed me that they had not received any amount from this casino so far. They promise to pay within a maximum of 10 business days, and it has already been 15 business days since I made my withdrawal and I still haven't received the amount. I have tried to contact the Casino's support email several times seeking a response, but they do not reply, and the live chat has been unavailable since 09/29...

Se estiver procurando um casino online honesto e que cumpra com os prazos de saque esse casino aqui não é uma boa opção... Fiz um saque no valor de 500 euros dia 12/09, e dia 25/09 o status de pagamento mudou no site deles informando que o pagamento teria sido aprovado, porém hoje dia 02/10 ainda não recebi o valor em minha conta bancária. Coloquei meus dados tudo corretamente e verifiquei com meu banco que me informaram não ter recebido nenhum valor desse casino até o momento. Eles prometem pagar no máximo em 10 dias úteis e já se passaram 15 dias úteis que fiz meu saque e até agora não recebi o valor, já tentei entrar em contato com email de suporte do Casino diversas vezes procurando um posicionamento deles e eles não respondem, e o chat ao vivo está indisponível desde o dia 29/09... 

Dear britt997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the withdrawal request as it appears in your player profile and share your interaction with casino support trying to resolve the issue? You can share screenshots here, or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

KYC has already been fully successful. This was my first withdrawal and I didn't use any bonuses! I'll be sending you all the images by email.

KYC já foi totalmente sucedido. Esse foi meu primeiro saque e não usei nenhum bônus! Estarei encaminhando todas as imagens por email.

Thank you very much, britt997, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello britt997,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mr Big Wins Casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Big Wins Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru