BigClash Casino - La cuenta del jugador ha sido reabierta.

After I requested to close my account due to gambling addiction, the casino reopened my account.

I am requesting a refund of my last deposits

Dopo la richiesta di chiusura del mio conto per gambling addiction,il casinò ha riaperto il mio account.

chiedo rimborso ultimi depositi

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.

• Is your player's account closed currently?
• Have you unsubscribed from the casino's marketing communication?
• Could you please describe the circumstances under which your account in the casino was reopened? When was your account reopened?
• Have you asked the casino for a refund due to failed player protection? Have you received any response?
• Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

-The account is now closed

-I didn't cancel anything but I informed them of my gambling problem in my account closure request.

-They lured me with promotional emails after the promise of closing

-I requested a refund of €150 (last deposits)

-They promised me to look into the case.

I attach a screenshot

-L’account è ora chiuso

-Non ho annullato niente ma gli ho informati del mio problema di gioco nella mia richiesta di chiusura del conto

-Mi hanno attirato con mail di promozione dopo la promessa di chiusura

-Ho chiesto il rimborso di 150€ (ultimi depositi)

-Mi hanno promesso di esaminare il caso

allego screen

It's been 5 days since they offered me a refund, which I accepted.

Is it possible to invite someone from the casino to participate to speed up the process?

Sono ormai passati 5 giorni da quando mi hanno proposto il rimborso che ho accettato.

Possibile invitare qualcuno del casinò a partecipare per velocizzare il processo?

Thanks for the update.

Please let me know whether the refund from the casino has already reached your bank account or if there are any obstacles in receiving the money.

Alternatively, you can choose to close the complaint as resolved via the dedicated button if your issue has been resolved.

We recommend you unsubscribe from any newsletters you keep receiving from online casinos as a precaution.

Looking forward to your reply.

Thanks for the update.

Has the casino acknowledged the receipt of the payment instructions from you to process your refund?

When was the last time you were in contact with the casino support?

Looking forward to your reply.

Hi Tomas,

I have asked for confirmation of receipt of my bank details several times without receiving a response.

I have sent emails every day since 23/06, which is the date they asked me for the data to do the refund.

Ciao Tomas,

ho chiesto la conferma della ricezione dei mie dati bancari più volte senza avere una risposta.

Ho mandato mail tutti i giorni dal 23/06 ovvero la data in cui mi hanno chiesto i dati per fare il refound

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

Even today no refund arrived and no communication from the casino

Anche oggi nessun rimborso arrivato e nessuna comunicazione da parte del casinò

EVEN TODAY NO REFUND OR RESPONSE FROM THE CASINO

ANCHE OGGI NESSUN RIMBORSO NE RISPOSTA DAL CASINÒ

Thanks for the continuous updates.

Please note that refunds can take some time to process. If the casino won't process your refund within the next 2 weeks, we'll intervene and try to assist you. In the meantime, keep informing me about the status of your issue.

Thanks in advance for your understanding.

Tomas, no refund will be issued until you take action.

Could you please invite a representative and ask for clarification?

I'VE BEEN WAITING SINCE 23/06 AND THEY ARE NOT RESPONDING TO ANY OF MY EMAILS

Tomas non arriverà nessun rimborso finché non intervenite.

Per favore puoi invitare un rappresentante e chiedere dei chiarimenti?

È DAL 23/06 CHE ASPETTO E LORO NON RISPONDONO A NESSUNA DELLE MIE MAIL

No refunds today either

Anche oggi nessun rimborso

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

Dear Tommi272727,

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,

Tomas