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

I made a withdrawal of €501 at BigClash casino.

First of all, I should point out that this isn't the first time I've withdrawn money, and in fact, it's the first time the money has arrived properly after 5 working days.

We are now at a point where 8 working days and 10 total have passed and still no news of this amount.

I was not asked for any verification by the gaming room.

They told me that the withdrawal is in queue and will be processed soon, given the high number of requests they have at the moment.

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Dear Alessandra85,

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

Good morning, as of today the withdrawal is still pending and two weeks have passed since the request.

Can you please proceed with the complaint?

A thousand thanks!!

Dear Alessandra85,

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.

Good morning, the money hasn't arrived yet, so we're still at the same point. Thanks!!

Good morning, Karla. Can you give me some information on the progress of my request? Thank you so much!

Alessandra

Good morning, could you provide some clarification regarding my request? Thank you very much, and I look forward to hearing from you!

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

Dear Alessandra85,

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