The player from Germany had experienced delays with a withdrawal request from Big Clash casino, which he had made two months earlier. Despite having sent the required PDF file for his September deposit multiple times, the casino had continued to request it, causing suspicion of fraudulent activity. He had been waiting for his €3900 payment for months. The complaint was closed due to the player's lack of response to the Complaints Team's requests for additional information and documentation. It was communicated that the complaint could be reopened if he chose to resume communication.
BigClash Casino - Player’s withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,900
BigClash Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 month ago
Translation
Hello, I've had a problem with the online casino Big Clash for about 3 months now.
Every time they write to me saying they want the PDF file for the September deposit. I've already sent it several times, and again and again they tell me I have to send it. To me, this is clearly fraud; they're trying to delay me from getting my money paid out.
I request your assistance in examining this casino more closely.
I have been waiting for months for my payment of €3900.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
1 month ago
TranslationMy account is verified and I haven't had a single withdrawal from it except for this one.
The bonus was redeemed, resulting in an additional balance, which I then managed to reach. The only thing they keep saying is that they want the September deposits as a PDF file, which I've already sent them at least 10 times.
People constantly think I'm stupid and dumb because I'm supposed to keep sending this stuff back.
I'm really fed up.
That just sounds like fraud to me, and they want to break my nerves.
Automatic translation:
Public
Public
1 month ago
TranslationThe deadline is in 6 hours, will I still get a response?
Automatic translation:
Public
Public
1 month ago
Dear player, thank you for your response.
- Could you please attach a screenshot of your pending withdrawal?
- Has the casino indicated any reason why is the document getting rejected?
- Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
Thank you very much in advance for your reply.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
I've already sent the September PDF files at least 20 times.
Automatic translation:
Public
Public
3 weeks ago
Dear player,
Thank you for your response.
Could you please also provide a screenshot of your pending withdrawal? Additionally, I would appreciate it if you could share your submitted transaction history as well.
Thank you in advance for your cooperation.
Public
Public
2 weeks ago
Dear player,
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.
Public
Public
1 week 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,
Attila
Casino.Guru
Public
Public
1 week ago
We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear player, could you please answer my previous message?
Thank you in advance.
Public
Public
yesterday
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,
Attila
Casino.Guru
