The player from Quebec had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported a delay beyond the casino's stated 3 business days despite having completed KYC and expressed frustration over the lack of VIP service response. We advised patience and cooperation, extended the review period, but due to the player’s lack of response to follow-up inquiries, the complaint was closed without resolution. The player was informed that they could reopen the complaint if further assistance was needed.
BigClash Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: C$25,232
BigClash Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
I'm a level 5 VIP player. With my previous VIP manager, withdrawals were almost instantaneous, but with my new one, he doesn't respond, just like the VIP service... They're probably doing this to get me to play again because I know they can speed up withdrawals if they want, but in my case, even at level 5, I'm treated like a level 0. It's false advertising when they say that with this VIP level we have lots of privileges; it's completely untrue! I don't understand your 9.6 rating here; it's pretty much the worst casino I've ever played at... So easy to deposit, but what a headache to withdraw! I'd like you to intervene; I'm pretty much at my wit's end with them.
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3 weeks ago
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.
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3 weeks ago
Dear davidtuna,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationLol, I'm level 5, it's not supposed to take this long, I have experience, ma'am... and it clearly says 3 business days... they're real dinosaurs... you should lower their rating, it's clearly a crappy casino... what are my rights in this? My KYC is long gone... and why isn't VIP service responding to me? After 50 emails, zero replies, this casino just doesn't make sense. Do you have the link to file a complaint against their license? Is my money safe?
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2 weeks ago
Dear davidtuna,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
Dear davidtuna,
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.
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18 hours ago
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,
Karla
Casino.Guru
