BigClash Casino - Pelaajan kotiutus viivästyy kohtuuttomasti.

Withdrawal requested on 16th October. It has been over 2 weeks of waiting (11 business days) when their terms and conditions says withdrawals are paid out within 3 business days. Iv contacted live support daily for the past 7 days and keep getting the same response. Iv also emailed them and was advised the delay is on the payment providers side and they are working to solve it.

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.

Dear Ellicul25, 

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.  

• 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, 

Katarina

Hi Katarina

Thank you for your quick reply.

I have not made any successful withdrawals before, this is my first withdrawal.

I keep going onto the verification tab on the site, and it says no verification required right now.

I have not activated any bonuses on my account therefore i have accumulated my winnings without bonuses.

I too hope you are able to help resolve the issue. If you require any other information, please do let me know.

Thanks

Dear Ellicul25,

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

Dear Ellicul25,

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,
Katarina
Casino.Guru