Didn't recieve a penny from them

Dear VLADIMIRUK,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear VLADIMIRUK,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

14 days have passed today and I still didn't recieve any money from company bigwins02.com

My account says that its fully verified. I have verified it before I requested withdrawal otherwise you wouldn't be able to request one.

I really hope that I recieve that money it's 200 pounds and I have 4 children at home to feed.

Dear VLADIMIRUK, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Dear VLADIMIRUK,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of VLADIMIRUK. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear VLADIMIRUK, could you please send a screenshot of your withdrawal request showing the amount, date, and current status?

Did you accumulate your winnings with or without an active bonus?

We would also appreciate it if you could share any communication you've had with the casino regarding this issue — either screenshots of chat conversations or email exchanges.

Lastly, please let us know if you’ve already tried contacting the casino directly via email, and if so, what their response was.

There is no bonus so stop talking about the bonus all the time.

that money is real money which I rolled over from the bonus on 6th of May.

I have send at least 500 emails to [email protected] dodnt recieve single reply from them

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of BigWins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from BigWins Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.