BigClash Casino - Player's account closure request has been ignored.

Dear Casino Guru Team,

I am submitting a formal complaint regarding the online casino BigClash and its failure to act upon my repeated requests for account closure and self-exclusion due to gambling addiction.

On January 29, I contacted the casino support team and explicitly requested the permanent closure of my account. In this communication, I clearly stated that I was experiencing a gambling addiction and required my account to be closed in order to prevent further harm.

In early February, I sent an additional email reiterating the same request and again emphasized my gambling problem. Furthermore, I contacted the casino’s live chat support multiple times with the same request for account closure and restriction of access.

Despite these clear and repeated communications, my account remained open and fully accessible.

After I stopped depositing funds, promotional funds were credited to my account, which directly encouraged further gambling activity. Following this, after receiving my salary, I deposited funds again and within the last week alone I incurred losses of approximately €1500.

Over the course of approximately 6 months, I have deposited and lost more than €15,000 on this platform, which represents roughly my annual income. This highlights the severity of my situation and further emphasizes why my explicit request for account closure due to gambling addiction should have been handled with urgency and responsibility.

Following my formal complaint to the casino, I received a response confirming that my account has now been closed and that the matter has been forwarded internally for review. However, the casino failed to provide any explanation as to why my account was not closed earlier, despite multiple requests clearly referencing gambling addiction.

In my view, this represents a serious failure to comply with responsible gambling obligations and a failure to protect a vulnerable user after a clear self-exclusion request had been made.

Additional evidence – bank transactions:

Due to technical limitations, I am unable to upload all supporting documents directly through the platform.

Therefore, I have provided access to my bank transaction records (including dates and amounts of deposits made to the casino) via the following link:

[ https://limewire.com/d/AywEF#CbkP5GqLAo ]

These records clearly demonstrate the financial transactions and losses referenced in this complaint.

As I no longer have access to my casino account, I am unable to provide internal screenshots. I kindly request that you obtain and review all relevant communication records (emails and live chat logs) directly from the operator, as they should have full access to these materials.

Requested resolution:

I respectfully request a thorough review of this case, including all communication between myself and the casino. I also request consideration of reimbursement for the financial losses incurred after my initial self-exclusion request on January 29.

Thank you in advance for your time, attention, and assistance in resolving this matter.

Kind regards, 

Enes

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.

Dear Lucho777xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@bigclash.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem?
• Could you please confirm the exact date when your account was closed?
• Could you forward me the initial account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Dear Petra,

Thank you for your response.

Yes, I clearly informed the casino multiple times that I had a gambling addiction and explicitly requested that my account be closed.

The initial request was sent on January 29, followed by another email in early February. I also contacted live chat support several times with the same request.

However, my account was only closed on March 26, 2026, which is nearly two months after my initial self-exclusion request.

During this period, I still had full access to my account and was able to continue gambling, which resulted in financial losses.

I will forward all available communication records to your email as requested.

Additionally, I would like to inform you that today I received a response from the casino offering a partial refund of 750€ as a "gesture of goodwill".

In my opinion, this confirms that the casino acknowledges there was an issue with how my self-exclusion request was handled.

However, considering that my losses after my initial request amount to approximately 1500€, I believe that a full reimbursement would be a fair and appropriate resolution.

Kind regards, 

Enes

Dear Lucho777,

Thank you for your reply and for providing the previous details.

In order to proceed with your case, I kindly ask you to provide your initial self-exclusion request from January 29, where you clearly stated your gambling problem. Without this document, I will not be able to proceed with your case.

Additionally, could you please clarify the following:

• Have you received any confirmation emails or messages regarding your self-exclusion request from the casino?
• Could you provide a timeline of events, including your initial self-exclusion request, any deposits made afterward, and the final closure of your account?
• You mentioned a link to Transactions previously; however, it is not accessible on my end. Could you please resend it?

Furthermore, could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send the documents to: petra.h@casino.guru or upload them directly to the complaint thread.

Thank you again for your cooperation.

Dear Petra,

Thank you for your reply.

Yes, I informed the casino multiple times about my gambling problem and requested account closure via live chat and email (January 29 and early February). Unfortunately, I no longer have access to the original email.

I did not receive any confirmation at that time, and my account remained active until March 26, 2026.

Timeline:

- January 29: first request (email + live chat)

- Early February: second request

- February–March: continued gambling and deposits

- March 26: account closed

- After complaint: casino offered 750€ refund

I have sent you all available evidence, including communication and transaction records, via email.

Thank you for your assistance.

Kind regards, 

Enes

Dear Lucho777

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 Matej (matej.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,

Petra

Hello Lucho777, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of BigClash Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message.

To clarify, I requested account closure multiple times starting from January 29 via email and live chat due to gambling addiction.

However, my account remained active until March 26, 2026, during which I was still able to deposit and gamble, resulting in losses.

Additionally, I received a free bet after my initial request, which encouraged further gambling.

The casino has already offered a refund of 1510€, which I believe confirms that there was an issue.

Thank you for your assistance.

Kind regards,

Dear Lucho777,

Thank you for contacting us.

We kindly inform you that we are deeply sorry for this event and we re-assure you that your account has been permanently closed without the possibility to be reopened.

Moreover, we have initiated a 1510 EUR refund for your account which will be completed as soon as possible.

Thank you so much for your patience and excuse us for the inconvenience caused.

Best regards,

BigClash Casino Team

Thank you for looking into this issue for us, BigClash Casino, much appreciated. Please, let us know once the refund has been processed on your end. Cheers.