The player from Germany had requested a withdrawal of €500 from Big Clash Casino on October 11, eleven days prior, and had not received a response despite making four inquiries through chat. He reported that verification was not required for his account and expressed frustration over the delay in receiving his winnings, which eventually increased to €4,500. The Complaints Team intervened and even the payout took a lot of time, it was successfully completed and the complaint was marked as resolved.
BigClash Casino - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €4,500
BigClash Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
Hello
I'm having problems withdrawing at Big Clash Casino.
I tried the casino because it has very good reviews.
I really liked it too, the rating is justified.
Unfortunately, the casino has not responded to my withdrawal request.
I submitted it on October 11, eleven days ago.
I started playing at the casino on October 4th and received the €500 welcome bonus.
On October 11, I cleared the bonus and also made a profit.
I then requested a withdrawal of €500; the balance is currently €5,380.
Since then, I've asked four times in the chat, but I'm always put off.
I saved the chat logs.
The casino advertises payouts within 5 days at the latest, but now it's taken 11 days.
Since I simply haven't received any response from the casino, I'm turning to you.
I would be very grateful for support.
Best regards.
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4 months 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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4 months ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
TranslationHello
Thank you very much for your answer.
Verification is not possible.
My game account says "Verification not required".
I didn't know about the 14-day deadline; the casino advertises a maximum of 5 days.
I'll wait until next week and get back to you.
I'm sure nothing will happen until then.
Best regards
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4 months ago
TranslationHello
After asking the casino again today without success, I am turning to you again.
I now have five chat logs saved in which I am promised my payout.
Nothing happened.
Verification is also "not necessary," according to my account.
The application was submitted 15 days ago.
The value in dispute now amounts to €4,500. I was foolish enough to play again and lost a bit. That seems to be the casino's strategy, too.
I won't play there again until I get paid out.
I think that's a shame; I actually like the casino.
I hope you can help me now.
Best regards
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4 months ago
Thank you for the update. I'm sorry to hear that you have not yet received your winnings.
Have you made any successful withdrawals from this casino before?
Could you please forward me the conversations with the casino customer support regarding the delay in processing your payments? My email address is veronika.f@casino.guru, or you may post screenshots here.
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4 months ago
TranslationHello
I have sent you the requested chat logs. I hope you can open them.
I asked at the casino every other day, but it just doesn't happen.
I find that very unfortunate, I actually like the casino.
Please let me know if you need anything else.
Best regards
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4 months ago
TranslationHello
Quick update.
Today, the first payout was made unexpectedly.
After 24 days!!
I hope that the next payments will be processed more quickly.
I would like to leave the complaint open for that long.
Best regards
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4 months ago
I'm glad to hear that you have now received the first part of your winnings, although it took quite a long time.
Could you please specify how many pending withdrawal requests you currently have in your account? If possible, kindly send me a screenshot of your transaction history. Thank you for your cooperation.
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4 months ago
TranslationHello
I still have a balance of approximately €3800 and will submit the next withdrawal request tomorrow.
I can only withdraw in €500 increments per day, or so I believe.
Let's see how quickly the next application is processed; I'll let you know.
The casino promises to pay out within 3 days, maybe it will work this time.
Best regards
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3 months ago
Dear Chemiker
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
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3 months ago
TranslationHello
I received a payout this morning.
Now there's only one more to go. I hope it continues at this pace, then everything will be okay.
I will request the final payment tomorrow and let you know.
Best regards
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3 months ago
Dear Chemiker,
My name is Martina and from now on, I will assist you with resolving your complaint.
I am truly happy that the things moved forward and you have received one of your payouts.
Please keep me updated regarding the last payout.
Thank you in advance
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3 months ago
TranslationYes, I will do that.
Thank you so much for your help.
Best regards
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3 months ago
TranslationHello
The final payout was completed today.
In the end, the casino's strategy worked. During the long wait, I continued playing and lost quite a bit more.
The casino's behavior of delaying payouts for so long is very bad form.
I thank Casino Guru for his help.
Best regards
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3 months ago
Dear Chemiker I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, 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.
