In may I requested a withdrawal. They have recieved all my information to verify my ID and then bitcoin withdrawal messages after contacting live chat and them saying within a week I would get my payment now no one answers and I get a automatic response when I email them and no response from live chat.

Dear Nancy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Have you completed KYC account verification successfully in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is really a long time. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes it was my first withdrawal. Yes I submitted all the information required to withdrawal (I have successful withdrew from other casinos, so I understand info requested varies from each casino.)I'm not heard the phrase kyc before can you elaborated?

Dear Nancy,

in order to receive your winnings, you will go through KYC verification (known as Know Your Client), is the process whereby a business verifies the identity of its clients and assesses their suitability, along with the potential risks of illegal intentions towards the business relationship. The term can also refer to the bank regulations and anti-money laundering regulations that govern these activities.) Please understand, that without verifying your account, you won’t be able to receive any winnings. This is a standard procedure in a vast majority of casinos. 

Have you received any confirmation from this casino regarding successful account verification?

Yes I have sent Winbig21 the verification documents (note: these are the same documents I have been approved by golden lion, Sahara sands, and cafe casino). When live chat was still conversing with me, they noted my documents has been recieved but I never have recieved any email saying they were approved. Since that conversation they have had no future communication with me.

Thank you very much Nancy for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nancy,

I am very sorry to hear about your issue.

I would like to ask the casino where is the problem with verification. We would like to know which documents you are missing, so Nancy can provide them as soon as possible.

We would like to ask the Winbig21 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.