BigClash Casino - Player’s withdrawal is delayed.

I have been happy with BigClash for a long time. I have been a loyal customer for almost 1 year. Suddenly I have been limited and therefore I have to withdraw the money. It has now been over a week and they are coming up with new excuses all the time. It's just piss. If the money doesn't come soon I will make a formal complaint and I want to advise everyone that this is just a scam and not recommended.

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Dear Oleforsberg,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify whether you currently have access to your casino account?
• Do I understand correctly that you requested a withdrawal a week ago?
• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes to all the questions. Withdrawl soon three weeks ago.

And now after three weeks, this is the reply:

are they allowed to ask me about all this?Nr3 is crazy..

Thank you for your reply, Oleforsberg. Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

Have you already provided all the required documents, please?

No active bonus. Yes all has been sent in

Halo?

Thank you for your reply, Oleforsberg. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Oleforsberg,

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.

I have answer you in mail. And I can’t get login because it’s under review. It’s the same that’s has been in 2 weeks now. So I can’t show you my withdrawl history

Dear Oleforsberg,

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,

Kristina

Thanks a lot. They are stop answering or late answering and my account is still under review. It’s almost a month now.

Dear Oleforsberg,

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?

Thank you in advance for providing the information.

Dear all,

We will need bank details for the manual withdrawal of client's remaining balance.

Upon review, our KYC and finance teams have informed us that we are unable to process this manual transfer to a Revolut account. To proceed with the payout of your balance, client will need to provide one of the following alternative options:

-A Standard Norwegian Bank Account.

Full name (please provide all names, including middle name)

Email address

Bank account holder name

IBAN/account number

Bank name

Bank location (country)

SWIFT/BIC

-Skrill: We will need registered Skrill email address.

-A Crypto Wallet: We can process the funds to a crypto wallet. The available cryptocurrencies for this transaction are:

BTC (Bitcoin)

LTC (Litecoin)

DOGE (Dogecoin)

ETH (Ethereum)

USDC - ERC20 (USD Coin via the Ethereum network)

Dear Oleforsberg, please ,provide the corresponding details so our payments team can finalize your manual withdrawal immediately.

Best regards,

BigClash Team

Thank you, BigClash Casino, for the update!

Dear Oleforsberg,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Dear BigClash Casino Team,

Could you please confirm whether the money has been sent?

Thank you very much in advance.

They have also closed my account for one month now. And I have money there that I will take out.

Dear Oleforsberg,

Do I understand correctly that you have not received any money yet?

Thank you in advance for confirming.

I am not sure if it is spinit or BigClash that I have received 15k nok. Because both account is «closed» and not allow me to login. I have still money left on the accounts. And of them has not accepting the withdrawl.

Dear BigClash Casino,

have the money been sent to the player, please?

Dear all,

We kindly inform you that we have forwarded the relevant details to our payments team and the payment is about to be completed as soon as possible.

Thank you for your patience and understanding on the matter.

Best regards,

BigClash Team

Dear Oleforsberg,

We are happy to confirm that the payment has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Kind regards,

BigClash Team

Thank you BigClash Casino Team, do the good news!

Dear Oleforsberg

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. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thanks. The money has come. I don’t know if I have more money on the account because I can’t login.

Dear Oleforsberg! I'm so glad to hear that your money has arrived!

Dear BigClash Casino,

Could you please provide us with more information regarding why the player is unable to log in to his account?

Thank you very much in advance.

Dear Oleforsberg,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Moreover, we kindly inform you that all funds that were inside your account have been paid successfully.

Kind Regards,

BigClash Team

Yes I was accepting it and I have just played legal - nothing else. If you see my history, I have played Norwegian football from 1-3divisjon, yellow cards all around Europe and casino. So my conscience is very fine.

Thanks for help with my withdrawl. Your partner Spinit does not accepting my withdrawl after 3-4 months.

Thank you both for cooperation!

I'm so glad to hear that money from BigClash Casino has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If the problem with Spinit Casino remains, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.