I've made a withdrawal request after few deposits in JULY 23, I've been contacting customer service multiple times, but kept getting excuses. in October My withdrawal has been cancelled by the casino, because of 90 days withdrawal period, I've requested another withdrawal...which has been cancelled in January after yet another 90 days...now I'm on a 3rd attempt, but keep getting the same excuses. it has been OVER 6 MONTHS already.

I've got EXACTLY the same situation in "Big Wins Casino", with the same date stamps and similar amount (also over 1000￡)

and to make it worse - Your site gives them 7☆ ??

Hello gregorhtccc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Big Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1.I've verified My account shortly after creating it, as it was needed in order to deposit.

2. They were winnings from a real money.

3.I spoke to them about 20-30 times (if not more) over the past 5 months. Last time I was in touch with them about 2 weeks ago, and got literally the same "copy & paste" excuses I've been given multiple times before.

literally just excuses until withdrawal reaches 90 days and they counce it back to the casino account.

EXACTLY THE SAME story with Magic Win Casino.

seems like both of them are a form of scam.

Thank you gregorhtccc for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear gregorhtccc,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

I would like to invite Big Wins Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

www.kpvfaw.com

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.

they've had 7 days already and ignored it.

Another casino that cares about customers ONLY DURING THE DEPOSIT.

Dear gregorhtccc,

I managed to contact the casino and after an investigation, it was found that this complaint had been assigned to the wrong casino.

I would like to invite BigWins Casino to join the conversation and participate in the resolution of this complaint.

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.

You've said already already 7 days ago that if they do not respond within 7 days, their rating will drop...

I honestly thought that You're fair on both sides, but it seems like You care about the casino more than about customers...

wonder, how much do You guys get from the casino, if You seem to defend them ??

As previously mentioned, this complaint was assigned to the wrong casino, resulting in the timer being extended once more. 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 repeatedly 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,

Dominika

www.kpvfaw.com