BigClash Casino - Player’s withdrawal is delayed.

I requested a withdrawal three weeks ago and it still hasn't been paid, even though my previous withdrawal was almost immediate. They keep telling me everything is okay and to just wait, but days go by and nothing changes.

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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.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for KYC?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Which payment methods did you use for depositing and withdrawing funds at this casino?

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

Best regards

Veronika

- They didn't ask me for anything for KYC, they told me everything was OK and last time they paid me quickly, but now they ask me for time but the days go by and they don't pay.

-Roulette

-Do not use any type of bonus

-Bank card

Dear robentt

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,

Veronika

Dear robentt,

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 robentt,

We kindly request to provide us your registration email as we cannot find an account with this email.

Thank you for your cooperation.

Kind Regards,

BigClash Casino Team

Dear robentt,

We are pleased to inform you that your payment has been successfully completed.

Thank you for your cooperation and patience.

Kind Regards,

BigClash Casino Team

Thank you BigClash Casino Team, for the good news!

Dear robentt

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.

I finally received the payment from the casino. Thank you for your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear robentt,

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,

Martina