The player from Greece reported significant issues with Bigclash Casino, where he faced payment cancellations after both losing and winning money. He felt that the casino's customer service failed to provide clear answers, and despite taking protective measures against his gambling addiction, he was still allowed to deposit funds. He requested the return of his initial deposit of 3,500 euros, expressing frustration over the casino's lack of responsibility in the matter. The Complaints Team reviewed the situation and concluded that they were unable to offer a resolution, stating that the responsibility for managing deposits through payment providers like Revolut lay with the player and not the casino. The complaint was subsequently closed.
BigClash Casino - Player’s account handling leads to denied withdrawals.
Closed
Our verdict
Other
Amount: €3,500
BigClash Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Good evening, I faced a big loss at bigclash casino, I am addicted to gambling and I often fall back into addiction. The truth is that I have a large share of responsibility for what I am about to say, but the casino also has a large percentage. It all started when I started depositing at bigclash casino. I lost a lot of money at first, but then I started winning a relatively large amount, but most of it was really my own money. When I requested a statement, waiting for how many days, they started canceling one after the other in my main bank account. I asked them how many times why this is happening, because it is the first time this has happened to me, and they did not give me a clear answer. At some point, they answered me and told me that everything seems to be OK now, after they checked my account and everything, but my withdrawals were still being canceled. Terrible indignation while they take our money easily we have to go through hardships to get it back, since then I could not get my money back to my main bank where it would be safe there, I was desperately looking for a way to make a withdrawal unacceptable things for a casino with so many people, finally I found a way through revolut that I had created an account as a new user at that time without even knowing how it works, in short I was forced to put my money in a bank that I had no idea how it works and if it is 100% safe like my main bank is, then knowing myself I saw that it has a blocking function for gambling and I activated it to protect myself I think on July 18, 2025, and when I activated it they let me make a deposit normally at bigclashcasino that was it my disaster, while I won a very large sum of money somewhere around 11 thousand euros along with my own money that I put out of my own pocket, the 3500 euros, as an addict and without return I lost it all in one day, in summary forced to expose my money to an environment that I did not know and thought I was protected and essentially fell victim to my addiction on the one hand and on the other hand the casino's poor customer service and its lack of security, I cannot see how it is possible that it is my fault that a casino fails to make withdrawals in which it should have no problem making them and this leads me to a desperate move to recover my money in another environment in which I am not protected, how is it possible that this site passes the revolut gambling exclusion, even if It's not the casino's fault. I still can't see how it's my fault and how it's possible to know that they'll let me make a deposit with the exclusion open. It lasted until September 7th, when I deactivated it after it wasn't working anyway. I've spoken to Revolut and I have proof that I had it activated when I started making deposits at the casino. I've spoken to Bigclash Casino, which doesn't take any responsibility and I really doubt if they looked into my issue carefully. All I'm asking for is my clean money to be returned to me and not what I won! which is only 3 to 3 and a half thousand euros for all this torment and my exposure as a customer and as a human being to these miserable conditions that normally if I had them at my main bank with the limits I have set I would not have this loss of property, I will send you proof below, for starters the cancellations in my analyses at bigclash casino their response after that everything is fine when it was not, and the transactions from revolut and their confirmation that I had the exclusion active when I started making deposits at the casino, as well as some other information that you will see for yourself, I really do not justify myself that I am addicted and I am destroyed it is simply not possible while I have taken measures with my bank to protect myself somehow for this thing to happen to me in which I consider that it is not my responsibility 100% my fault that the cancellations are analysis while they can get the money without any problem and also where is this stated in the casino's terms? and where is it stated that this particular casino can bypass the gambling ban of Revolut which is a bank I recently learned is international and is now used by everyone around the world I am really angry that I am going through this ordeal again and no one is helping or taking responsibility thank you very much! The casino has refused to refund me any amount not even the minimum I am asking for compensation. I have submitted some image files but I see you have a limit and I cannot add them all, if they are requested in the process I will send them to you.
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4 months ago
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Dear masta93,
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.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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.
Regarding your Revolut issue, please note that we do handle complaints related to payment providers, as our platform focuses primarily on issues involving online casinos. Additionally, we were unable to mediate this particular issue directly with the casino or reach a satisfactory resolution.
Given the nature of your concern, we recommend contacting the relevant payment provider directly for further assistance.
Best regards,
Katarina
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4 months ago
TranslationGood evening, I didn't have an issue with the self-exclusion from the casino side, I think it was a little delayed, but this, I had lost a lot of money before, I think the last deposit was October 1-2, at the moment my account is closed, but here we are talking about a different issue, I have contacted Revolut and the casino, no one takes responsibility, so I would like the casino to take it as appropriate, I also had information from Revolut that my card details were leaked when depositing at this casino, which is an additional lack of security, what I have described to you is a casino issue, that's why I am addressing you, about the cancellations without explanation and the mockery that everything is OK, then about the fact that the company can bypass Revolut's exclusion and I didn't know about it and about the general lack of security. I have sent you all the information to e Thank you for your email. If there is something I don't understand, please enlighten me because I can't understand how it is possible that all of the things I describe are my own fault and that no one else takes any responsibility. How is it possible that I knew this would happen to me? How is it possible that I put my life's work into a casino and there are such serious problems? And how is it possible that the casino has no responsibility at all? Everything I am sending you, which is also in evidence and I show you of course, is my sincere complaint because I believe that I have been greatly wronged.
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4 months ago
TranslationI have also asked bigclash casino for a copy of our conversations in their live chat, because there is a lot of information there too!! A lot has been said that needs to come to light, something that has been ignored. I had asked for a copy as soon as I lost the money about 18-19 days ago and again 4 days ago, October 17, and they have written to me regularly and in general I have not received proper service on this issue, that is why I turned to you.
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4 months ago
TranslationAnd one more thing, I have also noticed that since I registered with this casino, I have been receiving many emails from different casinos, some anonymous people and agents, which are definitely scams. Also, today my mobile phone company informed me that someone is using the number through a method to scam other people. People have called me more than 3 times to ask me why I called them, even though I have never called them. This is the first time something like this has happened, that sensitive personal information has been leaked to strangers. All this since I registered with the casino. I cannot say for sure anything yet, nor do I have any personal evidence that the casino is responsible for the breach of my personal data, with which someone can harm me and other people. But I have started an investigation with the my mobile phone service to find out who and why leaked this personal information of mine, all I know is that the emails I receive are from the casino and that they started around the day I registered at bigclash casino. I hope the casino is not responsible for the leak of my personal data because it would be very sad and truly disappointing, which would further explain the lack of security that I analyzed in my original message.
Edited by a Casino Guru admin
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4 months ago
Dear masta93,
thank you for your messages and emails.
Do I understand correctly that you have lost all the funds that you deposited?
What was your account balance at a time when your self exclusion was granted?
Please be aware that we are unable to assist with complaints against Revolut, as our expertise is limited to issues concerning online casinos. The complexities of payment providers fall outside our area of knowledge. Regarding your concern that the casino should not have accepted funds from your Revolut account, it is unlikely that the casino would be aware of any restrictions you may have placed on your account. Therefore, they would not have been aware of your gambling restriction.
Looking forward to your reply,
Katarina
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4 months ago
TranslationGood evening, yes you must understand that it is impossible for me to know that this particular casino is not recognized by the revolut exclusion, to put it bluntly, the main issue is the withdrawal exclusion that has led me to this point in the loss of my property, it is unacceptable for the casino not to provide the services it promises, I am a customer who trusted the casino, deposited life's efforts and they ruined me in return, just as I deposit my money in the casino with ease, so they should easily not face any problem in depositing back to the customer, the withdrawal failure led me to put the money in revolut, the casino essentially forced me with the lack of proper service provision, if from the beginning the money had entered my Piraeus bank, which is my main bank, I would not have lost all this money, I have played almost In all the casinos I have never faced such a big problem with withdrawals, I have sent you the evidence, there is, they sent me an e-mail that everything is fine without looking into it in depth..how is it possible for them to mock me to my face, they told me everything is OK, but the casino should not have taken responsibility, since it did not work properly as provided by the law and there was a let's call it a technical error that led me to this financial disaster, I am entitled to a refund for all this pain and suffering that I am going through, and for the irresponsibility on the part of the casino to assume that there was a technical error, something that I could not control or know would happen, as I said, I am not ungrateful, I am asking for a very small amount for all that I spent, only 3 or 3.5 thousand of the large amount that was Normally, for all this hassle and the poor management of the issue by the casino, I don't want it all. I'm also still waiting for the check of the live chat of bigclash casino. I had stated that I had a problem and that I was going to eat all my money when I encountered the problem with the cancellations of my withdrawals. I hope that all customers see this message. The service and security must be PERFECT!!! not that a technical error occurs and they tell me that we don't know what is happening. As for your question, when the exclusion was approved, I had already lost all my money..in a few all because of the addiction...I really hope that the whole world sees this, that someone supports me and sees that no one takes the problem seriously, especially when there is evidence...!!thank you
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4 months ago
Dear masta93,
thank you for your messages.
After a further review of your complaint, we regret to inform you that we are unable to offer a resolution in this matter. While Revolut offers features that may assist with managing deposits to gambling establishments, this does not create an obligation for online casinos. As this feature is proprietary to Revolut, the responsibility for its enforcement rests with them. We are unable to definitively ascertain whether the casino in question was even aware of this feature. We understand this is likely unwelcome news, and we apologize for any disappointment this may cause. Furthermore, I strongly advise utilizing BetBlocker, the application previously mentioned. I encourage you to consider installing it on your devices.
I will now close this complaint.
If you ever need help with this or any other online casino, please do not hesitate to contact us.
All the best,
Katarina
