The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. We had explained that withdrawal delays of several days or weeks were common due to KYC verification or high withdrawal volumes and had advised the player to wait at least 14 days before filing a complaint. The player later marked the complaint as resolved, indicating that the issue had been addressed without further intervention.
BigClash Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €185
BigClash Casino
Safety Index:Very highCase summary
Discussion
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4 weeks ago
Complaint against BigClash Casino
Subject: Unreasonable withdrawal delay (185 €) despite "instant" payment claims
Dear Casino Guru Team,
I am filing a complaint against BigClash Casino regarding a withdrawal that has been pending for a week, directly contradicting the casino's advertised processing times.
Details:
Date of request: January 24, 2026
Amount: 185.00 EUR
Payment Method: Crypto USDT (ERC20)
Account Status: KYC not required
Description of the issue: On their official payments page, BigClash Casino claims that withdrawals via e-wallets or cryptocurrencies are usually credited "within a few minutes." This promise of fast payouts was my primary reason for playing there.
However, since January 24th, my withdrawal has remained stagnant.
The Live Chat support offers no real assistance, only repetitive scripted answers like "your withdrawal is in the final stage and will be with you soon." After seven days, it is clear that these are delay tactics rather than genuine updates.
Desired outcome: I request the immediate processing of my 185 EUR withdrawal.
Kind regards, R0UNDER
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4 weeks ago
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.
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4 weeks ago
Dear R0UNDER,
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
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear R0UNDER,
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
