BigClash Casino - Pelaajan tili on suljettu.

I’m coming back here after some time. I’ve had similar issues before, and they also happened on a widespread basis with casinos from this same company. This time, my account was closed due to an administrative decision on the casinos https://bigclash1.com/ca/, https://mafiacasino1.com/en/ and https://7836neon54.com/en/sport.

My activity on these casinos doesn’t vary much. I continued using them because I’m familiar with their similar system compared to other casinos from the same company that I’ve used before. I sometimes use them for card games, mainly Baccarat and its variations, some slots (usually bonus-buy slots), and occasionally I also tried some other miscellaneous games. Saying exactly what I played in the specific casino I’m filing a complaint about is difficult now, especially because I don’t have access to the account to check the history. I also used the sportsbook very little, I think only for fights, and not much at all. The amount I placed in dispute is an approximation. The account is closed and I lost all access to the data.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted VIP support via email, as suggested by the live chat agent, to ask why your account is suspended?
• When was the last time you successfully accessed this account?
• Have you accumulated your winnings with or without a bonus?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have been using BigClash for a short time, I believe less than one month. However, it is likely that I have been using other casinos from the same company for more than one year.

I found out about the issue when I tried to log in and my account was simply inaccessible.

I did contact VIP support by email as suggested, but so far I have not received any response.

The casino did not request KYC from me, and I have not submitted any identity documents.

I did not use any bonuses, and I have been unable to access my account since yesterday.

Have you received any response from the casino customer support in the meantime? If so, kindly forward all the communication to me at veronika.f@casino.guru. Thank you for your cooperation.

After some time following my email to them, they requested KYC documents from me, including a selfie, an ID, and a selfie holding the ID with their website visible in the background (which was very difficult to do). However, I have already submitted all the documents they requested. I am now waiting again.

Thank you for letting me know. What is the current status of your verification? Have you received any updates from the casino's relevant department in the meantime?

Dear MarlonUser,

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.

Ive sent all documentarion 12/02... Still waiting for BigClash verification.

Thank you for your reply. Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

I sent you an email with the last communication. They paid a withdrawn peding on value of 300USDT, but i still have balance and still with unacess to my account.

Dear MarlonUser

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, Martina (martina.b@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,

Veronika

Dear MarlonUser,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BigClash Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player cannot access his game account?

Thank you in advance for providing the information.