BigClash Casino - Player's account has been closed.

Casino name: BigClash

Description:

Hello,

I would like to submit a complaint regarding BigClash casino.

I have been playing on the platform for several months and have deposited and played regularly without any issues during that time.

Over these months I gradually accumulated winnings, and my balance eventually reached approximately 3100€.

When I attempted to withdraw these funds, my withdrawal requests were repeatedly cancelled by the casino.

Shortly after this, my account was suddenly placed under review and then completely closed. I can no longer access my account or see my balance.

An important point is that several months before this situation I had already requested self-exclusion from the platform. This request was never processed and I was still able to continue playing normally.

However, after I accumulated the 3100€ balance, the casino suddenly decided to exclude my account for "my protection".

Because of this, I now have no access to my account and my remaining balance of approximately 3100€ has not been paid.

I am simply requesting the withdrawal of my remaining balance.

I am willing to provide any information, screenshots, or verification required to help resolve this situation.

Thank you for your assistance.

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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.

• Have you made any successful withdrawals from this casino in the past?
• What was the exact real-money balance in your account when the casino closed it? Was the €3,100 still in your balance at that time, or did you lose part of it in gameplay after your withdrawal requests were repeatedly cancelled?
• What types of games did you play to accumulate your winnings?
• Could you please clarify when exactly you requested self-exclusion and how you submitted the request (for example via email, live chat, or through a self-exclusion tool in your account)?
• Did the casino confirm receipt of your self-exclusion request at that time?
• Could you share your communication with customer support from the time shortly before your account was closed, especially regarding the self-exclusion request and the cancelled withdrawals? You may send it to my email at veronika.f@casino.guru.

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