BigClash Casino - Учетная запись игрока закрыта.

Hi, after winning at the casino my account was blocked and I can no longer access it.

Salve dopo aver fatto delle vincite al casino mi e stato bloccato il conto e non vi posso piu accedere

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?
• 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

I have been using the casino for a few days or weeks and it was blocked on 02/02/26, the winnings come from the slots, I played both with real balance and with bonuses, the casino no longer communicates with me except via live chat

il casino lo utilizzo da qualche giorno settimane e mi e stato bloccato in data 02/02/26 , le vincite derivano dalle slot, ho giocato sia con saldo reale che con bonus , il casino non comunica piu con me se non via live chat

Thanks for your reply.

• Could you please share any details of the discussion between you and casino support regarding the reasons your account was blocked and payouts withheld?
• Post screenshots here or send the information to my email at [email protected]

Thanks in advance for your cooperation.

They said that I violated these terms and conditions, which is partially false. The only thing I did was to place some sports bets at low odds (higher than 1.20), but I don't understand why, if they don't like it, they quote certain markets that they consider unfair.

hanno detto che ho violato questi termini e conzizioni cosa parzialmente falsa l'unica cosa che ho fatto e stata giocare qualche scommessa sportiva a quota bassa (maggiore di 1.20) ma non capisco come mai se non e di loro gradimento quotano ceri mercati che loto ritengono sleali

Thanks for your reply.

You previously wrote:

The winnings come from slots.

Afterwards, you wrote:

The only thing I did was to place some sports bets at low odds (higher than 1.20)

• Could you please explain this discrepancy?
• Could you please explain in more detail which bonus you accepted?
• At which point have you made deposits?
• Which activities led to your winnings?

Looking forward to your reply.

Hi, I played on low-odds sports betting just for fun. I didn't use any sports bonuses. 90% of my winnings were on slots.

Salve ho giocato su scommesse sportive a quota bassa solamente per divertimento non ho utilizzato alcun bonus sport il 90% delle vincite le ho effettuate sulle slot

Dear Mando001,

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, Igor ([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

Dear Mando001,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BigClash Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BigClash Casino representative to join this conversation and participate in resolving this complaint.

Dear BigClash Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.