BigClash Casino - Die Rücknahme des Spielers hat sich verzögert.

Hello everyone,

I’m writing here because I really need some advice.

While playing on the BigClash Casino website, I won a total amount of €22,500. Since then, I have been trying to withdraw my winnings for several weeks, but I keep facing serious problems.

Not only are the waiting times extremely long, but my withdrawal requests are repeatedly cancelled without a clear explanation. I have contacted customer support multiple times by email and live chat, but I always receive the same generic responses and no real help or solution.

At this point, I honestly don’t know what to do anymore. Has anyone experienced a similar situation with this casino or have any advice on how to proceed?

Thank you in advance for any help.

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.

Dear MattiaCampanella,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear MattiaCampanella,

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,
Kristina
Casino.Guru