The player from Greece had requested a withdrawal of 1000 euros on October 28, with part of the funds arriving on November 7. However, her subsequent withdrawals of 200 euros had not been processed as she continued to face delays and vague responses from the casino regarding the situation. The Complaints Team intervened, and after reviewing the communications and verifying her account status, the issue was resolved, leading the player to mark the complaint as resolved.
BigClash Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €900
BigClash Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
Good evening, I had made a withdrawal request on 10/28 for 1000 euros that I won. Divided into two withdrawals of 500 euros due to the limit. The money has arrived on November 7, it has not arrived on November 9, and since I have contacted them countless times and the answer is sorry, yes we know we are late, but there is a heavy workload and a high rate of withdrawals. Is it possible now? Anyway, after a lot of patience, I decide to make the withdrawals of 200 euros in case the money arrives. It is November 13 and I have not seen any money at all. (I have made a withdrawal from this company again but I have never had such a problem. Now, after so many days, the money is now 900 euros. The bad thing is that I do not see it arriving
Automatic translation:
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3 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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3 months ago
Dear Dimitra_Rafaela_Koim,
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.
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- 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
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3 months ago
Translation
Good evening Katarina
1) The method was the same as that of the deposit to the same card that I made a deposit with and in the past I withdrew 700 euros and it arrived within the 3-5 days mentioned.
The first attempt, which was from October 28 to November 9, said "under review", I waited and sent them messages. Their response was "yes, sorry, they will be in in a few days, be patient, there is a high load of withdrawals on the website."
2)From November 9th until now it still says under review
3) I asked them if they needed any further documents for my account and they said no, your account is verified.
4)My winnings were from a simple deposit without an active bonus
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2 months ago
Dear Dimitra_Rafaela_Koim,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. 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
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dimitra_Rafaela_Koim,
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,
Katarina
