I requested my payout through bitcoin on 4/29/22 and still have not received it! I have asked and asked when I would get it and get the same exact answers from every agent and support emails. It's like the answers are generated for payouts. They all say that they are experiencing a tech problem with their wallet partner. I asked them one time how to make a deposit. They told me. I then asked if their wallet partner was working. They said yes. And then I asked why I haven't been paid yet. That's when the payout generated messages would start. I just want what I won.

Hello guiodkimberly,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbig21 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 is 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

I have verified identity papers faxed to them. They were submitted before I won the $300 on a free spins bonus. I'm really not sure what bonus since its been so long. But, I received notification that they were approved. I also sent them a copy of my new drivers license, since the one on file had expired on my birthday on 4/18. So I updated my identity papers and it was also received and approved. I try to reach out every day to ask when I'll get me winnings. So as for the last contact I had with them I would have to say maybe a couple days ago.

Thank you guiodkimberly for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear guiodkimberly,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winbig21 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Winbig21 Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

?tefan

Dear guiodkimberly,

I was contacted by the representative of Winbig21 Casino that your withdrawal request should be already paid out. Could you please confirm this information?

Thank you in advance.

Kind regards,

Stefan

Yes, Stefan, thank you so so very much! I did receive my payout! Was really shocked to see it in my bitcoin wallet. I don't know how you did it, but you sure did it well... I was almost about to write it off and decided I would try one last thing. And you helped me so much!

Dear guiodkimberly,

I am really glad to hear that! As the complaint has been successfully?resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan