BigClash Casino - Pelaajan kotiutus viivästyy kasinon vastaamattomuuden vuoksi.

I sent my identification documents 10 days ago, everything is correct, and the casino ignores me, and doesn't give me any answer. All they tell me is to wait. I talk to the company's chat every day, and it doesn't lead anywhere.

Έστειλα εδώ και 10 μέρες τα έγγραφα μου για ταυτοποίηση,είναι όλα σωστά,και το καζίνο με αγνοεί,και δεν μου δίνει καμία απάντηση.Το μόνο που μου λένε είναι να περιμένω.Μιλαω κάθε μέρα με το chat της εταιρίας,και δεν οδηγεί πουθενά.

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Dear Vaios43,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your verification process and the lack of response from the casino.

In order to understand the situation better, could you please clarify the following:

• On which exact date did you submit your documents for verification?
• Which documents did you send (ID, selfie, proof of address, payment method, etc.)?
• Has the casino ever requested any additional documents or explanations from you after your initial submission?

If you have any screenshots or emails that show the communication with the casino, please upload them here or forward them to petronela.k@casino.guru so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Vaios43,

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.

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,
Petronela
Casino.Guru