BigClash Casino - Player’s withdrawal has been delayed.

Hello,

I would like to make an official complaint about [your casino name]. I won a total of €13,500 on 27th September, but over a month later I have only received €2,000, paid in small €500 installments.

The casino website advertises fast withdrawals and promises that payments will be processed every 5 days at the latest, but in reality it has now been over two weeks since the last payment.

I have been in contact with the casino's live chat almost every day, but I always get the same answer: that "they will try to pay as soon as possible". I have also sent several emails, but they have not been answered at all.

I still have a balance of €10,000 in my account, and I also have 3 withdrawal requests waiting to be processed.

At no point have I been asked for identity or other documents, so delays cannot be justified by them.

I ask Casino Guru to investigate this case, as this behavior does not meet their advertised terms and conditions or fair customer service. I am attaching some customer service discussions, but there are many more!

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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.

What is your VIP level at this casino?

When was the last time you submitted a withdrawal request at this casino?

How long did it take for your previous withdrawal requests to be processed and paid out?

Could you please send me a screenshot of your transaction history, showing the current withdrawal requests?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Hi, thanks for your quick message! here is the whole history of withdrawals! yesterday suddenly 3 withdrawals were approved after the notification. but they also took 2 weeks to receive, so they really came really late! the dates there are when they were paid, otherwise it does not indicate when they were withdrawn. I won the money from the Grazytime game, I think there was a bet of 15 and it came to Pachinko 700X. So I have currently received 3500 and it has been a month and 3 days. I don't think I am a VIP customer at all!

Best regards, Tim

Is there any information you still need? Payments are waiting again in withdrawals without approval. They are dragging this out on purpose!

Best regards, Tim

Thank you very much, MIKOTIM, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear MIKOTIM,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BigClash Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Hello!

Can't you do anything else? I've been bombarding the casino with messages but they don't respond! They're just delaying payments.

Tim

Dear MIKOTIM,

I understand you are desperate, We are trying to contact the casino on different channels, so hopefully, it will work and they will let us know soon.

Dear MIKOTIM,

we got in touch with the casino outside of this thread. Once I have some update, I will let you know. Thank you so much for your patience.

Dear MIKOTIM,

I as I mentioned earlier, I got in touch with the casino. Unfortunately, they are having some technical issues with posting directly to our website. Here is what they ask me to post:

 

" Dear Mikotim,

Thank you for reaching out to us. 

We kindly inform you that your pending withdrawals have been successfully completed. The last two pending withdrawals from 30 November and 1 December are now finalized. We have also notified the relevant department to speed up your future withdrawal requests. Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

 

Kind regards,

Bigclash Casino "

So, those are some good news. At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thank you very much in advance

Dear MIKOTIM,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru