BigClash Casino - Учетная запись игрока закрыта.

Casino name: BigClash

Description:

Hello,

I would like to submit a complaint regarding BigClash casino.

I have been playing on the platform for several months and have deposited and played regularly without any issues during that time.

Over these months I gradually accumulated winnings, and my balance eventually reached approximately 3100€.

When I attempted to withdraw these funds, my withdrawal requests were repeatedly cancelled by the casino.

Shortly after this, my account was suddenly placed under review and then completely closed. I can no longer access my account or see my balance.

An important point is that several months before this situation I had already requested self-exclusion from the platform. This request was never processed and I was still able to continue playing normally.

However, after I accumulated the 3100€ balance, the casino suddenly decided to exclude my account for "my protection".

Because of this, I now have no access to my account and my remaining balance of approximately 3100€ has not been paid.

I am simply requesting the withdrawal of my remaining balance.

I am willing to provide any information, screenshots, or verification required to help resolve this situation.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino in the past?
• What was the exact real-money balance in your account when the casino closed it? Was the €3,100 still in your balance at that time, or did you lose part of it in gameplay after your withdrawal requests were repeatedly cancelled?
• What types of games did you play to accumulate your winnings?
• Could you please clarify when exactly you requested self-exclusion and how you submitted the request (for example via email, live chat, or through a self-exclusion tool in your account)?
• Did the casino confirm receipt of your self-exclusion request at that time?
• Could you share your communication with customer support from the time shortly before your account was closed, especially regarding the self-exclusion request and the cancelled withdrawals? You may send it to my email at [email protected].

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

Best regards

Veronika

Dear Veronika,

Thank you for your reply and for reviewing my complaint. Please find the answers to your questions below.

1. Successful withdrawals 

Yes, I previously made one successful withdrawal of 600€. However, before receiving this payment, several of my withdrawal requests had already been cancelled by the casino. After each cancellation I contacted customer support. Each time I received a different explanation and was told that the issue would be resolved, but the withdrawals kept getting cancelled until the payment was eventually processed.

2. Balance at the time of account closure 

At the moment my account was closed, a withdrawal of 1000€ was already pending. In addition to that, 2100€ remained in my account balance.

Based on my previous experience with the casino, several withdrawals had already been cancelled before, so it is very likely that this 1000€ withdrawal would have been cancelled as well, just like the previous ones.

Therefore, the total amount that remained on my account at the time of the closure was exactly 3100€.

3. Games played 

The winnings were accumulated gradually over several months of gameplay. I mainly played VIP Blackjack.

4. Self-exclusion request 

I requested self-exclusion by email on December 18. I clearly explained that I wanted to self-exclude from the platform, and I still have proof of this email.

5. Casino response to the self-exclusion request 

The casino replied to my email only on January 28. In their response they tried to understand why I wanted to self-exclude, but they did not actually close or restrict my account. I was still able to access my account and continue playing normally afterwards.

6. Communication with customer support 

Yes, I have all the conversations with customer support, including the messages regarding the cancelled withdrawals and the exclusion. I will send these communications to your email shortly.

Thank you again for your assistance.

Kind regards, 

A. B.

Hello Veronika,

I hope you are doing well.

I just wanted to kindly follow up on my case and ask if there have been any updates from the casino.

Thank you again for your assistance.

Thank you for your response and for sending me the requested communications.

Could you please specify if you received a reply from the casino to the email you sent on 12 March?

Have you ever expressed any gambling-related concerns while communicating with the casino either through chat or through emails?

Hello Badabod,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru