BigClash Casino - Player believes that their withdrawal has been delayed.

I am having trouble withdrawing my funds, it has now been cancelled twice, my first attempt was around the 20th April 2026 via debit card, i kind of expected this not to work but more often than not casinos make you try it first since that was my deposit method, the 3 day processing time passed so i messaged them and was given a generic automated response telling me to be patient, i tried the next day and got the same response and then a couple hours later the funds were back in my big clash account, i made a 2nd attempt on the 25th via bank transfer, the only other option available to me, i waited 4 days again and then messaged them and was given the exact same reply i got the first time around, day 5 and i messaged them again and got the exact same reply, later that day it was returned into my big clash acc, i messaged them and they are trying to tell me it was my bank, i have contacted my bank and they have no record of any such deposit request into my account, i have never had a problem withdrawing into my bank because of bank issues, they told me it was cancelled after being in the 'processed' part of the withdrawal however i checked the status 30min prior to the funds showing up in my big clash account and the withdrawal status was still at the 'under review' stage which is only 2nd on their5 step withdrawal process. I have just made a 3rd attempt via bank transfer but lowered the withdrawal amount to $500 in the hopes that might help them figure out what they are doing. Any help wityh this situation would be greatly appreciated.

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Dear charleegirl,

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 charleegirl,

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.

Hi, no I still have not recieved any funds or headd anything regarding this 3rd attempt of $500.

Hi, update, they have declined my 3rd attempt for withdrawal and the funds are back in the casino acc, They just don't seem to wanna pay me out.

Dear charleegirl, 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

So I initiated a 4th attempt via skill back on the 4th, I just checked the status and it is still under review. I am new to the casino so it is my first withdrawal, when I go to verification unit says it is not required, I can email through a screenshot of this, I have only saved the one lot of messages I've sent which I already sent through to u but I will check if a transcript was emailed to me. I think I rid get a bonus with the deposit but I definitely completed the wager requirements, and the winnings were all from playing the games. Thanku for your help, I will get an email sent off shortly

Dear charleegirl,

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.