BigClash Casino - La cuenta del jugador ha sido cerrada.

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 veronika.f@casino.guru.

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?

Dear Veronika,

Thank you for your message.

Regarding your first question, I did not receive any reply from the casino to the email I sent on March 12.

Regarding your second question, I did not explicitly state that I have gambling issues in my communications with the casino, either by email or through live chat. However, I clearly requested to be self-excluded and to have my account closed.

Kind regards

Dear Veronika,

I hope you are doing well.

I just wanted to kindly follow up regarding my case, as I have not received any response from BigClash for over 10 days now.

Could you please let me know if there have been any updates from the casino or if any further action can be taken?

Thank you again for your assistance

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

Dear Badabod;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru as soon as possible.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Badabod,

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, Martin L., martin.l@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,

Karla Mayfly

Hello Badabod,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Do I understand correctly, that you had requested self-exclusion in December, but the casino did not apply it until the end of January, and during this period, you accumulated €3100 in winnings, which the casino is now refusing to pay due to your earlier self-exclusion request? Is this a correct assumption?

I would also like to invite the BigClash Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I believe providing us with your view of the issue would be very helpful. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

Thank you for taking over my case, I appreciate your assistance.

I would like to clarify an important point, as there seems to be a misunderstanding.

The casino has not explicitly refused to pay my balance. The main issue is that, after closing my account, they did not mention my remaining funds at all and have not provided any clear information about the withdrawal of the 3100€.

To clarify the situation:

• I requested self-exclusion on December 18 by email 

• The casino only replied on January 28 and did not apply the exclusion at that time 

• My account remained fully active and I was able to continue playing 

• During this period, I accumulated winnings of 3100€ 

• I attempted several withdrawals, which were repeatedly cancelled 

• Eventually, my account was suddenly closed "for my protection" 

• In the exclusion email, there was no mention of my remaining balance 

• Since then, I have been trying to recover the funds, but I have not received a clear response or payment 

I would also like to highlight another concerning point:

Despite being excluded, I received an email from BigClash around 10 days ago stating that I am a VIP customer and inviting me to join their new platform.

This seems inconsistent with the idea of "player protection" and raises further concerns about how my case has been handled.

So the issue is not a direct refusal, but rather the lack of transparency, repeated withdrawal cancellations, and the absence of any clear communication regarding my remaining balance after the account closure.

At this point, I am simply requesting the withdrawal of the 3100€ that was in my account.

Thank you again for your help, and I look forward to the casino’s response.

Kind regards, 

Badabod

Dear Badabod,

thank you for the clarification. We will now wait for the casino's response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Martin,

I would like to provide an update regarding my case.

Recently, I received an email from BigClash requesting my full bank details (including IBAN and SWIFT), which I have already provided along with proof of my bank account.

However, despite this, the casino has still not responded publicly to this complaint.

I find this situation concerning, as they seem to be processing the matter privately while remaining unresponsive here.

Thank you for your assistance.

Dear Badabod,

thank you for the update on the current proceedings, please let us know about all developments. In the meantime, I will continue to attempt to get in touch with a casino representative.

Dear Badabod,

are there any news from your side?

Dear Martin,

Thank you for your message.

There have been no further updates from the casino since their last email requesting my bank details.

I provided all the requested information and supporting documents immediately, but I have not received any confirmation or update regarding the payment since then.

Kind regards, 

A******** B******

Dear Badabod,

thank you for the clarification. As there seems to be a rather high chance for the issue to be resolved, we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Martin,

Thank you for your update.

I would like to ask for your insight regarding the current situation.

Is it common for this casino to be unresponsive in the complaint thread while still communicating privately with the player?

Also, I am a bit confused, as BigClash has a relatively high safety index (9.6). From your experience, how is it possible for a casino with such a rating to delay responses and payments in this way?

Additionally, could you please let me know what other methods you are using or could use to re-establish contact with the casino?

I would appreciate your honest opinion based on similar cases you have handled.

Thank you for your assistance.

Kind regards

Dear Badabod,

thank you for your continued cooperation. If possible, please provide me with any communication you have received from the casino's side.

Currently, we are trying to get in touch with the casino via multiple emails. While delays can always happen due to various reasons, this delay in question is excessive and I hope we will be able to address the issue soon.

Dear Martin,

Yes, I also consider this delay to be excessive. I noticed that the casino representative has responded to other similar complaints, but not to mine, which is concerning.

I can provide you with all the communications I have received from the casino if needed. Would you prefer that I send everything directly to you by email?

Hello Badabod,

thank you for your swift response. You can send it to martin.l@casino.guru.

Dear Martin,

I have just sent the PDF as requested. I hope it will help you get in touch with them.

I am in a very difficult situation financially and urgently need this matter resolved. I have lost more than 10,000€ in this casino, and I would really appreciate your support in moving things forward as quickly as possible.

Thank you for your help.

Dear Martin,

Thank you for your continued efforts.

I would like to share an observation that is becoming increasingly concerning from my perspective.

I have noticed that BigClash representatives are actively responding to multiple other complaints on the platform, including within the last 24 hours, while my case has still not received any public response from them.

Given this, I am struggling to understand why my complaint appears to be ignored, despite the fact that I have fully cooperated and provided all requested information.

Could there be a specific reason why my case is not being addressed in the same way as others?

Additionally, I kindly ask that the complaint is not closed until the casino provides a clear response regarding my case and the pending payment.

Thank you for your support and clarification.

Kind regards

Dear all,

We kindly inform you that we are checking on the matter and we will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

BigClash Team

Dear Badabod,

thank you for your continued cooperation. I also fully understand your frustration, I hope we will have more insight soon.

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Martin,

I have just received a response from the casino, and I find their position extremely concerning.

They are now stating that my account was permanently closed and that my entire balance, including pending withdrawals, has been cancelled based on their Terms and Conditions.

However, I see no valid justification for the closure of my account, especially in a way that results in the confiscation of my funds. This appears to be a disproportionate and unfair action.

Furthermore, this situation is directly linked to the casino’s failure to act on my self-exclusion request.

I clearly requested self-exclusion on December 18, yet the casino did not apply it for more than a month. During this period, I was allowed to continue playing without restriction and accumulated my winnings.

It seems highly inappropriate for the casino to now rely on their Terms and Conditions to justify confiscating my balance, when the situation itself arose due to their own lack of action.

If my self-exclusion had been properly enforced at the time of my request, none of these events would have occurred.

I believe this raises serious concerns regarding both the fairness of their actions and their compliance with responsible gambling obligations.

For your reference, I will forward the casino’s latest email to you directly.

I would greatly appreciate your assistance in reviewing this matter, as I consider this decision unjustified and abusive.

Kind regards, 

(Redacted)

Dear Martin,

I would like to clarify an important point regarding the reason for my account closure.

During a moment of frustration, I made a statement to customer support that was interpreted as a sign of distress. Following this, the casino decided to suspend my account and provided me with support resources, which I understand from a responsible gambling perspective.

However, I believe it is important to distinguish between the closure of my account for protective reasons and the confiscation of my funds.

Even if the casino decided to close my account out of concern for my well-being, this should not justify the cancellation of my existing balance and pending withdrawals. Especially since I requested self exclusion a while ago and it never did occur.

At the time of closure, I had a confirmed balance of 3100€, including a withdrawal already in progress. These funds were legitimately accumulated before the account was closed.

I believe it would be fair and appropriate for the casino to process the remaining balance, even if the account itself remains closed.

Kind regards

Dear Badabod,

using such reasoning for voiding your funds would be completely unacceptable by our fairness standards and we would strongly condemn it. We have observed usage of similar rules in the past and are currently discussing the appropriate penalization internally. Considering the state of events however, I am lead to believe this might be just a misunderstanding from the customer support.

Dear casino representative,

can you please also address the latest response the player has received?

Dear Martin,

Thank you for your response and for your support on this matter.

I appreciate your clarification regarding the casino’s position, and I agree that this situation may result from a misunderstanding on their side.

I hope the casino will clarify their position soon and resolve this matter fairly.

Please let me know if you need any additional information from my side.

Kind regards

Dear Martin,

I would like to inform you of a new and rather confusing development.

I have just received a message from the casino stating that I can now withdraw my funds, mentioning a daily withdrawal limit of 1000€. (I juste forwarded the mail to you)

This is surprising, as I was previously informed that my account had been permanently closed and that my balance had been cancelled.

At this point, I am unsure about the actual status of my account and funds, as the casino’s communication appears inconsistent.

I wanted to keep you informed of this situation.

Kind regards,

Dear Badabod,

thank you for keeping me informed. Let's now wait for the clarification from the casino representative.

Hello Martin,

I would like to provide an update regarding the situation.

I have now received a new response from the casino’s VIP team. In this latest message, they no longer mention the cancellation of my balance. Instead, they informed me that my case and remarks have been forwarded to the relevant department and manager for a new review.

They also acknowledged my dissatisfaction and apologized for the delay.

This appears to be a different position from the previous message where I was informed that my balance had been cancelled.

I wanted to keep you informed and thank you again for your assistance and involvement in this matter.

Kind regards

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Martin,

I would like to provide another update regarding my case.

I have now received a further response from the casino’s VIP team confirming that my case is currently being reviewed by the relevant department and manager.

Once again, the casino does not mention the cancellation of my balance in this latest communication, which appears inconsistent with the previous message I received regarding the confiscation of my funds.

At this stage, it seems that the matter is still under internal review from their side.

I wanted to keep you informed and thank you again for your continued assistance.

Kind regards