BigClash Casino - El reintegro del jugador se ha retrasado.

Hello,

I wrote about my case on the casino discussion, unfortunately today is the 14th day since the withdrawal request. If needed, I have a screenshot of the confirmation before the deposit that my account is correct and I can deposit, I have a screenshot of the confirmation that the withdrawal is in the final stage, a screenshot of the bonus being played through 50x, a screenshot of the bonus being played through and transferred to real money. I wrote a complaint to complaints@bigclash.com and I did not receive any response. I think this is taking too long and I do not see it coming to an end so please help. I have 3 withdrawals, 24.04. 500€

25.04. 500€

04.05. 500€

I was not allowed to verification the account because it says that it is not necessary, I also have a screenshot as proof.

Thanks for help

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Dear matejllazar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear matejllazar,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your quick replies.

Unfortunately, there is no news, I haven't even received a reply to the email I sent to complaints@bigclash.com

Dear matejllazar, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla,

Thanks for your help.

I have not had any withdraw from this casino.

I did not pass the KYC check because the account says it is not required.

I used the bonus package on my first deposit, first I played with the sports betting bonus, I did not use it, so I played with the casino bonus and there I made a profit.

I am sending you all the conversations, evidence where they confirm to me that everything is fine with the account etc. that I have, that the withdrawal is in the final stage, etc.

Thanks,

Matej

Just to let you know that one withdraw of 500€ has been completed. We are waiting for another withdraw on 24.04. 500€ and 25.04. 500€.

Thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear matejllazar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla