BigClash Casino - Акаунтът на играча е затворен и тегленето е отказано.

I have deposit the money to my account without taking any bonus money...i have played some games at their casino but when i wanted to withdraw the closed my account and they asked me for documents

I have sent all the documents they asked me for but the delayed me one month and before some days they told me i won't have my money back

I also upload to you all the documents i have send to them

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BigClash Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

1)Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I have my accounht since 7 of november and it is blocked since 9 of november when i tried to do my first withdrawal

2)How did you learn about your account being blocked?

I tried to log in and i couldn't

3)What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played slots and live games

4)Did you achieve your current balance with the help of a bonus?

No i never had taken any bonus

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

Thanks for your reply.

You wrote in your first post:

before some days they told me i won't have my money back

• Could you please share the communication in which the casino wrote to you that your balance was withheld or confiscated?
• Did the casino give any justification for this decision?

Please share the relevant communication with me here or to my email at [email protected]

Thanks in advance for your cooperation.

no reasom given as you can see and i tried to contact them one hole month

Hello antonisspyrou,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

it's okay i just want a solution to my problem cause i need the money for a family health problem

i will wait some more days

Dear antonisspyrou,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

so i wait 5-6 more days for resolution?

Hello antonisspyrou,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BigClash Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's withdrawal blocked? You can send any evidence pertaining to this case to [email protected].

Thank you in advance for providing us with your view of the issue.

Hello all,

Dear antonisspyrou,

We kindly inform you that we are checking the matter with the relevant team and we will have updates for you as soon as possible regarding that.

Thank you for your understanding.

Best regards,

BigClash Team

Dear antonisspyrou,

We are writing to provide you an update regarding a comprehensive review of your account by our Management Team.

After careful consideration of all facts and the current status of your profile, we wish to inform you that your account will remain closed. Please be advised that this is a final management decision and is not subject to further appeal.

Our records currently show the following:

-Documentation: No further documents are required from your side.

-Balance: There is no remaining balance or active funds on the account.

-Pending Transactions: There are no pending withdrawal requests in the system.

We appreciate your understanding regarding this administrative decision.

Best regards,

BigClash Team

Dear casino representative,

thank you for your response. Please provide us with reasoning behind the management decision here or at [email protected].

i have remained 2000 funds

Tell them i want the transaction of sending me back the funds

I have the transaction i deposit the casino 2000 and i can send this document

Dear parties,

At this stage, there is a clear contradiction that needs to be resolved.

The casino states that the player’s full balance was paid out prior to the account closure. The player, however, maintains that no such payment was received and is able to provide bank statements covering the relevant period.

I would therefore like to ask you both for this information respectively:

From the casino: proof that the €2,000 was successfully transferred (transaction confirmation)

From the player: bank statements covering the timeframe from the date of the deposit up until today.

Once this is clarified, we will be able to assess the case further. Please send the information to my email at [email protected].

Thank you for your cooperation.

i will send you today the statements

i only want to have my funds back...no profit

Dear antonisspyrou,

thank you, I will be awaiting your message.

Dear casino representative,

I can confirm I have received your email, I will issue a response once the player provides us with the statements.

Dear antonisspyrou,

thank you for your message.

Dear casino representative,

I have sent a response to your email.

nothing yet

either response from casino

either sending me my funds back

Dear All,

We kindly request your continued patience while we finalize this process.

Thank you in advance for your cooperation.

Kind regards,

BigClash Casino Team

we have patience almost two months from today

Dear casino representative,

thank you for your reply, I am however still waiting for your response to my email. Your further assistance in this matter would be much appreciated.

Dear all,

Thank you so much for your patience.

Dear Martin,

We have received your e-mail. We are still waiting for the proof documents that you asked from us from the relevant team.

Thank you for your continuous understanding. We will have updates for you the soonest.

Best regards,

BigClash Casino Team

Dear casino representative,

thank you for updating us on the situation. We will be awaiting your response.

Dear all,

Thank you so much for your great patience.

Please, excuse us for the inconvenience caused but after updates that we had, the relevant team will need some time more for the data.

Thank you for your understanding.

Best regards,

BigClash Team

Dear casino representative,

thank you for your clarification, but I believe it is high time we move this case forward. Please let me know whether you are able to provide us with the evidence I've mentioned in our email communication. In case you are not, we will try to come up with an alternative.

Dear all,

Thank you so much for your patience.

We kindly inform you that after re-evaluating the case with our relevant team, we are ready to refund player's funds in the amount of 2010 EUR.

Dear antonisspyrou, the refunds have been scheduled by our payments team and you will receive your funds as soon as possible.

Best regards,

BigClash Team

Dear casino representative,

thank you for the update, I am confident the issue will be resolved soon.

Dear antonisspyrou,

please keep us updated on the status of your funds.

i am still waiting

how many days will this last?

Dear casino representative,

could you please give us an update on the status of this complaint and the player's funds?

Dear all,

We would like to inform you that the two refunds of 1000 EUR have been completed successfully.

Best regards,

BigClash Casino Team

Dear casino representative,

thank you for your response.

Dear antonisspyrou,

can you confirm the receipt of your funds?

Dear antonisspyrou,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru