BigClash Casino - La cuenta del jugador ha sido cerrada.

I’m coming back here after some time. I’ve had similar issues before, and they also happened on a widespread basis with casinos from this same company. This time, my account was closed due to an administrative decision on the casinos https://bigclash1.com/ca/, https://mafiacasino1.com/en/ and https://7836neon54.com/en/sport.

My activity on these casinos doesn’t vary much. I continued using them because I’m familiar with their similar system compared to other casinos from the same company that I’ve used before. I sometimes use them for card games, mainly Baccarat and its variations, some slots (usually bonus-buy slots), and occasionally I also tried some other miscellaneous games. Saying exactly what I played in the specific casino I’m filing a complaint about is difficult now, especially because I don’t have access to the account to check the history. I also used the sportsbook very little, I think only for fights, and not much at all. The amount I placed in dispute is an approximation. The account is closed and I lost all access to the data.

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 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 contacted VIP support via email, as suggested by the live chat agent, to ask why your account is suspended?
• When was the last time you successfully accessed this account?
• Have you accumulated your winnings with or without a bonus?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

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

I have been using BigClash for a short time, I believe less than one month. However, it is likely that I have been using other casinos from the same company for more than one year.

I found out about the issue when I tried to log in and my account was simply inaccessible.

I did contact VIP support by email as suggested, but so far I have not received any response.

The casino did not request KYC from me, and I have not submitted any identity documents.

I did not use any bonuses, and I have been unable to access my account since yesterday.

Have you received any response from the casino customer support in the meantime? If so, kindly forward all the communication to me at veronika.f@casino.guru. Thank you for your cooperation.

After some time following my email to them, they requested KYC documents from me, including a selfie, an ID, and a selfie holding the ID with their website visible in the background (which was very difficult to do). However, I have already submitted all the documents they requested. I am now waiting again.

Thank you for letting me know. What is the current status of your verification? Have you received any updates from the casino's relevant department in the meantime?

Dear MarlonUser,

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.

Ive sent all documentarion 12/02... Still waiting for BigClash verification.

Thank you for your reply. Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

I sent you an email with the last communication. They paid a withdrawn peding on value of 300USDT, but i still have balance and still with unacess to my account.

Dear MarlonUser

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, Martina (martina.b@casino.guru). 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,

Veronika

Dear MarlonUser,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BigClash Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player cannot access his game account?

Thank you in advance for providing the information.

Ive sent all documentarion 12/02... Still waiting for BigClash verification.

Dear MarlonUser,

Thank you for bringing this to our attention.

We are really sorry for this delay.

We have informed the verification department regarding your claim.

We’ll get back to you with a resolution as quickly as possible.

Thank you for your patience.

Kind Regards,

BigClash Casino Team

Dear BigClash Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear MarlonUser,

Thank you for providing the requested documents.

Our verification department has successfully reviewed and accepted them.

We are now awaiting final confirmation that your Identity verification is complete, so that we can proceed with the release of your balance before the account closure.

Thank you for your patience and cooperation.

Kind Regards,

BigClash Casino Team

Dear MarlonUser

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear MarlonUser,

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.

I still waiting for they... My account still closed.

Dear BigClash Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear MarlonUser,

We are pleased to confirm that your documents have been successfully verified. We are now ready to proceed with the release of your balance of 437 USD.

To complete your transfer, please provide a Blockchair-verifiable wallet address on one of our supported networks:

BTC (Bitcoin Network)

LTC (Litecoin Network)

DOGE (Dogecoin Network)ETH / USDC (ERC-20 Ethereum Network)

We have contacted you privately asking for the same information to proceed with the transaction.

Thank you for your patience and cooperation.

Kind Regards,

Bigclash Casino Team

Dear BigClash Casino Team,

Thank you very much for the update!

Dear MarlonUser

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Still waiting for payment.

Dear BigClash Casino Team,

I would like to kindly follow up regarding my payment and confirm if everything is proceeding as expected. Thank you very much for your assistance and information in advance.

Dear MarlonUser,

Thank you for the information provided.

We have forwarded your wallet address to the relevant department to initiate the Withdrawal.

We will keep you updated regarding the status of the transaction.

Thank you for your patience and cooperation.

Kind Regards,

BigClash Casino Team

Dear MarlonUser,

We are pleased to inform you that your withdrawal request has been successfully completed on 17/04/2026.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you for your patience and cooperation.

Kind Regards,

BigClash Casino Team

Dear BigClash Casino Team,

Thank you very much for the update!

Dear MarlonUser

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear MarlonUser,

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

Dear MarlonUser,

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,

Martina