BigClash Casino - Player's account has been closed without explanation.

Background & Self-Exclusion: On September 25, 2025, I requested self-exclusion and permanent account closure due to problem gambling issues. As clearly shown in my deposit history, I completely stopped playing and making deposits as of that date. 

Breach & Unsolicited Reopening: Despite my permanent exclusion, the casino failed to keep my account closed. Following promotional emails, my account was effectively reopened without my consent, allowing me to log back in and make new deposits totaling 1,700.02 $ CAD

Ignored Support & Sudden Ban: I contacted customer support explaining the situation, and they referred me to the VIP department by email. However, on November 8, 2026, they did absolutely nothing and left me without any follow-up. Today, November 10, 2026, when I reached out to customer support via live chat and started asking questions about my unrespected self-exclusion from September 2025, they abruptly banned and deleted my account access without any explanation. 

Recent Casino Response: On November 10, 2026, a support representative named Wilder also emailed me stating that any account balance would be voided during the process and asked for confirmation to proceed with the closure.

My Request: I am seeking Casino Guru's mediation to investigate this case, hold the casino accountable for failing to enforce my self-exclusion since September 2025, stop their unfair practices, and secure the full refund of the 1,700.02 $ CAD deposited after my account was improperly reopened.

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Dear Veekey2026,

Thank you very much for submitting your complaint. I'm sorry to hear about the situation you're experiencing.

To better understand your case, could you please clarify the following:

• Did you explicitly inform the casino about your gambling problem when you requested self-exclusion on September 25, 2025?
• Did you receive any confirmation that your account had been permanently closed?
• Approximately when did you regain access to your account, and did you request the reopening yourself?

Thank you very much for your cooperation.

Karla M.