BigClash Casino - Player's withdrawal has been delayed.

Hallo zusammen,

ich hatte großes Glück und habe einen hohen Gewinn gewonnen.

Bei Play id habe ich bereits 500€ gewonnen. Nur jetzt braucht es Ewigkeiten habe schon seid 21.03. mein Konto erneut bestätigt.

War leider so voreilig das ich jeden Tag eine Auszahlung von 500€ getätigt habe.

Hatte eben diese 3 Anfrage wieder storniert und nochmal erneut probiert 400€ zu überweisen mit Bank Transfer mit Angabe meiner Bankverbindung.

Leider muss ich sagen bin ich auf den Gewinn echt angewiesen was soll ich denn noch machen?

Liebe grüße

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear Lenchen2610, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Additionally, could you please clarify whether you wish to raise a complaint against BigClash Casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hallo,

ich habe gestern nochmal eine Nachricht von Play Id mit der Bitte um eine erneute Verifizierung.

Soll ich Ihnen die Bilder nochmal zukommen lassen. Ich hoffe einfach das es jetzt reicht.

Ich möchte einfach meine Auszahlung. Passiert was wenn ich eine Beschwerde einlege. Mir wird immer meistens identisch oder anders beschrieben über den Support Chat geantwortet. Ich weiß das das online spielen kein Hobby ist nur muss ich doch glauben das ich einen großes Gewinn gemacht und mir das Geld obwohl es ,, nur online „ ist auch einen Anspruch auf meinen Gewinn habe. Meine finanzielle Situation wäre weg. Schuldenfrei und das ist mein Ziel. Das müssen Sie doch verstehen, das man mit so einen großen gewinn diese Sorgen nicht mehr hätte.

Ich bitte nochmal um dringende Unterstützung und Verständnis zu meinen Sorgen.

Liebe Grüße

Thank you for your reply. Has the casino indicated that there might be a problem with approving specific documents? Additionally, could you please attach a link to the casino you wish to raise a complaint against?

Thank you in advance for your response.

Am 29.03. kam nochmal von dem Casino Play id eine erneute Verifizierung meines Kontos und das wurde auch taggleich von mir beantwortet. Seid warte ich auf Rückmeldung.

Dear player, could you please attach a link to the casino in question?

Folgender Link

https://bigclash1.com/de/?sessionToken=TU1BS1c2VjFNTUIxWFJXMTo0ZmI0YzJlMy1iYTQxLTRkNGItYTI1Yi1kY2Q4MzVmYzY0NDQ%3D

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Lenchen2610,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Lenchen2610,

Thank you for reaching out to us.

Please be informed that we are currently reviewing the issue of the verification and will contact you as soon as possible with further information.

Please be informed that your withdrawal requests have been forwarded as priority and we expect the finalization in the nearest time.

Thank you for your understanding.

Kind regards,

BigClash Casino Team

Dear BigClash Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Lenchen2610,

Thank you for your patience.

We kindly apologize for the delay of your payment.

Please be informed that we are currently investigating the delay of your transaction and will contact you as soon as possible with further information.

Thank you for your understanding.

Kind regards,

BigClash Casino Team

Dear Lenchen2610,

Thank you for your patience.

We would kindly ask you to check your emails where we informed you about the documents which are needed in order to complete the verification of your account.

Kindly upload the requested documents on your profile.

Once your account is successfully verified your withdrawal requests will be completed.

We thank you for your understanding.

Kind regards,

BigClash Casino Team

Dear Lenchen2610,

Could you please let us know once you have provided all the requested documents to the casino?

Thank you very much in advance for your cooperation.

Dear Lenchen2610,

Thank you for the provided documents.

We would kindly ask you to check your emails again where we provided you with further information about the requested documents.

Thank you for your understanding.

Kind regards,

BigClash Casino Team

Dear Lenchen2610,

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.

Dear Lenchen2610,

Thank you for the provided documents.

We are happy to inform you that your account has been successfully verified.

We thank you for your cooperation.

Kind regards,

BigClash Casino Team

Thank you very much BigClash Casino for the good news!

Dear Lenchen2610,

let me know once you request the withdrawals. Thank you

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. 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.