BigClash Casino - Player's withdrawals are delayed.

Hallo zusammen. Ich eröffne heute diese Beschwerde da Bigclash meine Auszahlungen dauerhaft langsamer bearbeitet als angegeben und ich das monatliche auszahl Limit von 7000€ nicht erreichen kann. Ich habe seit Ende September bis heute (6 Wochen) nur 3000€ ausgezahlt bekommen. Jede Auszahlung hat bisher mindestens 14 Tage gedauert und das Casino gibt an 72 Stunden für die Bearbeitung. Währenddessen erhalte ich alle paar Tage eine Email mit Cashback angeboten wenn ich mich entscheide weiterzuspielen.

Bitte helfen Sie mir meine Auszahlungen den Limits entsprechend zu erhalten.

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Dear Blizzard44888, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BigClash Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed? 
• 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, 

Katarina

Hallo Katarina, meine Gewinne habe ich mit einem VIP Einzahlungsbonus erreicht. Es wurden keine Dokumente von mir angefordert und in meinem Account steht dass momentan keine Verifizierung notwendig ist.

Am 13.10. habe ich Auszahlungen beantragt die erst am 5.11. ausgeführt wurden. Und seit dem 5.11. wurden keine Auszahlungen mehr bearbeitet. In diesem Tempo ist es unmöglich das angegeben Limit von 7000€ pro Monat zu erreichen.

Dear Blizzard44888,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hallo Katarina, ich habe vor langer Zeit den Live Chat kontaktiert und es kamen nur Copy Paste antworten dass es in Bearbeitung ist aber ich habe zu diesem Zeitpunkt keine Screenshots davon gemacht.

Es hat sich immer noch nichts verändert. Schon wieder warte ich 12 Tage auf meine Auszahlungen und so geht es schon seit Anfang an

Dear Blizzard44888

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, Samuel (samuel.s@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,

Katarina

Dear Blizzard44888,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BigClash Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BigClash Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Blizzard44888,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

BigClash Casino Team

Dear BigClash Casino,

thank you for your update. Since the withdrawal exceeds your standard monthly limit, could you please clarify what specifically caused the delay and how the remaining amount will be processed?

Blizzard44888, please continue to keep us informed once you receive any further updates, so we can monitor the case until it is fully resolved.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samuel,

Please note that we have informed you twice via private email that we were experiencing technical issues, which prevented us from logging in and responding within the thread. However, you failed to communicate this information with the player.

Dear Blizzard44888,

Kindly note that all your previously requested withdrawals have been successfully processed and completed.

Your current pending withdrawal has been forwarded to the relevant department and will be processed at the earliest opportunity

Kind regards,

BigClash Casino Team

Dear BigClash Casino and Blizzard44888,

Thank you for the clarification.

For transparency and proper case tracking, I primarily rely on communication within this public complaint thread. As there were no updates posted here and no response from the player at that time, I proceeded based on the information available in the thread.

BigClash Casino, thank you for confirming that the previous withdrawals have been completed and for the update regarding the currently pending withdrawal.

Blizzard44888, could you please confirm whether the completed withdrawals have been received and let us know if there have been any further updates regarding the remaining pending amount?

Once confirmed, I will be able to determine the next steps.

Dear Blizzard44888,

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.

Hi es sind noch 7480€ ausstehend. Allerdings habe ich seit 1 Woche keine Auszahlungen mehr erhalten.

Dear Blizzard44888,

thank you for your update. To help us assess the situation, could you please confirm the total amount you have successfully withdrawn over the past month? If possible, providing a brief proof of these withdrawals (such as screenshots or bank/transaction statements) would be helpful.

Please note that while the casino should respect the published withdrawal limits, processing times can sometimes take up to 14 days, depending on the payment method and internal procedures.

Hallo, im Dezember habe ich 7000€ erhalten. ich habe auch schon neue Auszahlungen diesen Monat beantragt. Derzeit Müssen noch 5980€ ausbezahlt werden.

Dear Blizzard44888,

thank you for the update and for confirming the amounts received so far.

Based on your message, it appears that withdrawals are being processed and paid out, although part of the balance (€5,980) is still pending. Given this, would you be comfortable with us closing this complaint for now, with the option to reopen it later in case the remaining withdrawals are not completed or if any further issues arise?

Please let me know how you would like to proceed.

Nein, bitte lassen Sie die Beschwerde geöffnet. Die Zahlungen werden vernachlässigt. Ich habe Auszahlungen die 8 Tage alt sind und noch nicht bearbeitet wurden . Seit meinem letzten Update wurde nur eine einzige Auszahlung über 500 € ausgeführt.

Dear Blizzard44888 and BigClash Casino,

Thank you for your update, Blizzard44888. I understand that several withdrawals are still pending and that only part of the balance has been processed so far.

BigClash Casino, could you please provide an estimate of how long it will take to process the remaining €5,480? This will help the player know what to expect and will allow us to monitor the situation properly.

For now, we will keep the complaint open until the remaining funds are fully processed.

Dear all,

Kindly note that based on the player's level withdrawals are applied accordingly.

Based on our Terms & Conditions :

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

The current withdrawal limit for the player's level is 500 EUR per day and 7000 EUR per month.

Dear Blizzard44888,

We are pleased to inform you that your previous withdrawal requests has been successfully completed.

Additionally, your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Kind regards,

BigClash Casino Team

Dear BigClash Casino Team,

thank you for the clarification and for your cooperation in this case. I appreciate the update and the confirmation regarding the processed withdrawals.

Dear Blizzard44888,

I kindly ask you to keep me informed about how the withdrawals are currently progressing. Please let me know whether new withdrawal requests are being processed and what the current balance on your account is compared to the originally disputed amount.

This will help me continue monitoring the case properly.

Thank you both for your cooperation.

Dear Blizzard44888,

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.

Hello Blizzard44888,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear Blizzard44888,

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,

Samuel