The player from Germany had requested a permanent closure of her casino account multiple times, but the account remained active, allowing her to deposit €695, which she subsequently lost. Support had not guaranteed a refund and cited her late confirmation of the closure email as a reason, which she viewed as a failure in player protection. The Complaints Team determined that the casino had acted within a reasonable timeframe to process her self-exclusion request and thus could not be held responsible for the deposits made during that period. Consequently, the complaint was rejected as unjustified.
BigClash Casino - Player’s account remains active despite closure request.
Closed
Our verdict
Unjustified complaint
Amount: €695
BigClash Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
I have requested the permanent closure of my casino account several times, as I no longer wished to gamble.
The casino sent me a confirmation email about the closure, but I saw it too late.
Despite my clearly stated intention to close the account, it remained active, and I was able to deposit another €695 via instant transfer.
I subsequently lost this amount.
I have contacted support multiple times and requested a refund as well as the permanent closure of my account.
The support team regrets the situation, but points out that I did not confirm the email in time and has not yet promised me a refund.
I see this as a failure on the part of the casino regarding player protection, as my request to close my account was not implemented in a timely manner.
I request that Casino Guru review my case and persuade the casino to refund the €695 or find a goodwill solution.
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2 months ago
Important notice:
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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.
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2 months ago
Dear Karo05,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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2 months ago
Translation
I already indicated in the chat that my account should be closed. I was then told that I had to do this via email. I simply wrote that my account should be blocked – I didn't provide any further details.
Despite my account suspension request and my Oasis ban here in Germany, I was able to deposit again the following Monday. I deposited €695, which I would like to have refunded.
Everything else I regularly lost before (approx. €3,000–€4,000) is irrelevant to me. My sole concern is the deposit that was still possible after my account suspension request – a deposit that could have been prevented if my account had been suspended as requested.
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2 months ago
Thank you for your response. Please note that BigClash Casino operates under a license issued by Anjouan Gaming and therefore does not have access to the OASIS register of self-excluded players in Germany.
If you did not mention gambling addiction in your account closure requests, we will unfortunately not be able to assist with a refund of your deposit and any subsequent losses.
Could you please confirm whether your account is still open, or if it has been closed in the meantime?
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2 months ago
Translation
Thank you for your feedback.
My BigClash account is no longer active, as I explicitly requested on November 3, 2025, that it be blocked or closed ("Please block my account").
Despite this clear request, I was still able to make deposits, totaling €695.
The ban was therefore not enforced, even though it was issued for player protection reasons. This constitutes a breach of fundamental protective obligations – regardless of whether BigClash has access to the German OASIS system or not.
I therefore continue to request a full refund of the €695 that were paid in after my blocking request.
Best regards
Edited
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2 months ago
Please specify the exact dates when you made these deposits and when the casino blocked your account. Thank you for your cooperation.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
My account was closed on November 5th.
Edited
Automatic translation:
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2 months ago
According to the available evidence, you submitted your self-exclusion request on November 3, and the casino closed your account on November 5. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, BigClash Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Best regards
Veronika
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