The player from Germany had accumulated around 30,000 bonus points, valued at approximately €500, but was unable to redeem them because his account was deemed ineligible for bonuses. Despite having contacted support for clarification and a potential solution, he did not receive a satisfactory response or explanation for this decision, which he believed was unjustified. The Complaints Team had made multiple attempts to engage with the casino for a resolution, but received no response. Consequently, the case was classified as unresolved due to the casino's lack of transparency and cooperation, which did not align with expected professional standards. The player had been informed that if the casino chose to respond, the complaint could be reopened. The casino team requested a reopening of the case and provided additional information and evidence that shed a different light on the situation. It turned out that the player had requested the closure of their account. The casino team offered the player a temporary break, but the player refused that and confirmed he wants to close his account, acknowledging that this will mean the forfeiture of all the funds in the account balance. Ultimately, the player decided to close his account after understanding the implications, and he marked the complaint as resolved.
BigClash Casino - Player’s bonus redemption is blocked.
Case closed
Amount: ??
BigClash Casino
Safety Index:Very highCase summary
Translation
Hello,
I've played a lot at this casino over the past few days and won big. Unfortunately, I lost my winnings again, but that's my problem and not the reason for the complaint.
Due to the high winnings, I collected a lot of bonus points through the bonus program. Unfortunately, I can't redeem them, so I've contacted support.
The feedback was:
However, according to the website administration's decision, your account is currently ineligible to receive bonuses or free spins. This decision is final and, unfortunately, cannot be revised (see attached response).
I have not received any response to a further inquiry as to the reason for this and how to find a solution (see also appendix).
I haven't violated any bonus agreements or anything like that, which makes the whole issue even more bizarre.
Currently, I have about 30,000 bonus points in my account, which I estimate is about €500 in bonus money. It could be much more; you can't see how much more is coming.
I can't understand why a casino advertises a bonus program and then simply shuts it down for customers without giving any explanation. I'm happy to compromise, but I expect some monetary value in return.
Thank you for your support.
Hello,
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 describe your recent activity on your account in the casino? (volume of bonuses, deposits, payouts)
- Is your player's account verified? Were you able to pay out winnings recently or in the past?
- Could you please share a screenshot of what it looks like when you attempt to redeem the loyalty points, including any errors the website gives you? Send the information to my email at tomas@casino.guru, or post screenshots here
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.
Best regards,
Tomas
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TranslationHello Tomas,
Thank you very much for your quick reply and support.
Briefly to your questions:
- I registered with the casino around the end of August. In September alone, I deposited around €4,000 and withdrew about €500. I'm at level 3 in the VIP program. I've also taken advantage of many bonuses, such as a few percentage deposit bonuses or numerous free spins for new registrations. I've also used the offered bonus program several times (see image). I always complied with the bonus terms and conditions. Most recently, I made a deposit and earned around €40,000. Unfortunately, as already described, I lost it all again, and subsequently, the bonus program stopped working. I already included the support response in the first message.
- My player account is registered, or rather, a one-time registration is required within the casino group. No documents are required as proof, and a withdrawal has also been successful.
- First I get an error message with no content and then it tells me to contact support (see pictures), which I have already done several times.
I will send the pictures by email afterwards.
I'm happy to answer any further questions. Thank you for your support.
Best regards
Christopher
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello masterengel1988,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I can see why you feel unhappy with the casino team's choice to deem you ineligible for bonuses or free spins at the moment. However, it's important to note that this policy is outlined in their terms and conditions, which you accepted when you created your account.
Bonuses and promotions
7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.
This being said, I will still contact the casino to shed more light on this matter and see if I can help somehow.
We would like to invite BigClash Casino to join the conversation.
Dear BigClash Casino,
I would appreciate it if you could provide further details regarding the decision to deem the player to be ineligible to receive bonuses or free spins. If there are any factors influencing the situation that cannot be shared publicly, please forward the information and any evidence to me directly at michal.k@casino.guru
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear masterengel1988,
Thank you for your continued patience.
I wanted to update you on my efforts regarding your bonus issue with BigClash Casino. It appears the previous contacts we had in our system are no longer responding, so I have proactively reached out through other channels to seek an explanation on your behalf. To ensure they have every opportunity to provide one, I am extending our deadline by three more days.
I can certainly understand why this situation feels unfair, and I recognize your frustration in not receiving a bonus you were expecting.
At the same time, I want to be transparent about the framework we're operating within. The casino's Terms and Conditions, which all players agree to upon registration, explicitly state that the granting of any bonus is at the sole discretion of the casino. This means that, ultimately, the decision to award a bonus or offer rests entirely with them, and there is basically no right for any player to receive bonuses.
While this can be disappointing, my role is to ensure they at least provide you with a clear answer. I am continuing to reach out to them for that clarity and will update you immediately if I receive a response.
TranslationThank you for your commitment, but I still hope for a response from the casino. This kind of behavior definitely doesn't retain players long-term.
Dear masterengel1988,
Unfortunately, I have yet to receive any feedback from the casino team. I made one final effort to contact them today, but if this too goes unanswered, my only recourse will be to mark your case as unresolved, which could adversely affect the casino's safety index rating. I truly wish I could assist you further, but we cannot force them to respond to us.
Dear masterengel1988,
Unfortunately, I have not received any feedback from the casino team, which is both surprising and somewhat disappointing. In the past, we have successfully addressed or clarified nearly every player complaint that came our way; thus, their lack of communication is unexpected. As stated previously, technically, the granting of any bonus remains entirely at the casino’s management discretion. Consequently, the decision to issue a bonus or promotional offer rests solely with the casino, and players do not possess any "legal" entitlement to receive such bonuses. Rule 7.3 is essentially a standard industry rule that can be found in the majority of casinos and is explicitly outlined in the casino's terms and conditions, which you accepted upon creating your account. Nevertheless, the lack of transparency and cooperation displayed by the casino in this instance does not meet the professional standards we anticipate from reputable, highly-rated casinos. Consequently, I have no alternative but to classify this case as unresolved.
I understand this isn't a satisfactory solution to your issue. However, a decline in the rating due to unresolved complaints may prompt a change in the casino's approach. Should the casino choose to respond, we will reopen the complaint, and you will be informed via email. I regret that we could not provide more assistance on this occasion. If you experience any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to help.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of BigClash Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear masterengel1988,
I have received a response from the casino team:
Dear Michael,
Please reply to the player that as per administrative decision we have closed his account and that:
We would like to draw your attention to the following Terms & Conditions, which player accepted upon registration:
7.3: We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.
We appreciate your understanding regarding this matter.
Kind Regards,
BigClash Team
This said, I'm awaiting clarification on some questions I have raised. I hope to provide you with an update soon.
Dear masterengel1988,
I have received confirmation from the BigClash Team regarding your request to close your account.
I understand your reasoning for choosing this option, given the restrictions you experienced on receiving bonuses across the casino group. However, as previously noted, the casino reserves the right to deny bonuses to any customer, reject any type of bonus, cancel participation in promotions, and may also temporarily or permanently restrict customers from promotional programmes at its sole discretion.
The support team has clearly communicated that closing your account would result in the forfeiture of all funds in your balance, which would be permanently lost. They offered you the option of a temporary break instead, but you declined and requested immediate account closure, which you have acknowledged. Your account was subsequently closed almost immediately.
I regret to inform you that, due to this situation (even though your reasoning is somewhat comprehensible), it will greatly restrict any additional support we can provide.
Can you please share your point of view on this?
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear masterengel1988,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
Casino Guru
