BigClash Casino - Player's account has been closed, and the refund is delayed.

The casino closed my account "due to an administration decision." They sent me a message asking me to provide information for a manual withdrawal of the remaining funds in the closed account. It's been over three weeks and I haven't received a withdrawal or any response to the withdrawal email. Additionally, in addition to the remaining balance, there should be an additional amount unknown to me from the monthly tournament from the Crab Claw Machine monthly race. I know I won't get any other answer regarding closing my accounts, I just want to recover my current remaining balances

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When was the last time the casino communicated with you regarding the payment of your remaining balance?

Have you passed the full KYC verification at this casino?

Have you made any successful withdrawals from this casino before?

What types of games did you play?

Did you participate in the monthly tournament before your account was blocked? Was the tournament finished only after the casino closed your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Since I sent my withdrawal details over three weeks ago, there has been no contact. Yes, I'm not required to complete additional KYC. Yes, as long as my account was open, withdrawals were successful. Before the closure, I mainly played Cash Crab Football. Before closing my account, I participated in the monthly paid Crab Claw Machine tournament. The tournament ended after the administration closed my account.

Please forward me the entire email communication between you and the casino regarding the closure of your account and the payment of your winnings at [email protected]. Thank you for your cooperation.

Ok, I sent it.

Thank you for your email. However, the message about closing your account is from BassBet Casino, not from BigClash Casino. Could you please check if you received an email from BigClash after your account was closed and forward it to me? I appreciate your patience and cooperation.

Thank you for your help, I finally got my withdraw from Bigclash.

Dear yuhastus,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru