BigClash Casino - general discussion (page 3)

KoliagiannisChat started on 04 Feb 2026, 11:52 AM (GMT+0)

(11:52:18)*** Christos Koliagiannis joined the chat ***(11:52:18)Christos Koliagiannis

What happens with the withdrawal?

(11:52:31)*** Pandora joined the chat ***(11:52:33)Pandora

Good evening! Welcome to Customer Support!

My name is Pandora and I will help you today.

(11:52:37)Pandora

Hello, what are you doing?

(11:52:40)Pandora

I'll take a moment to check it please and get back to you shortly. Thank you.

(11:54:16)Pandora

Thank you for your patience! After checking your account, I see that your withdrawal is being processed by our financial department. There is no need to worry, your withdrawal will be processed as soon as possible. I apologize for this delay and ask for a little more of your patience.

(11:55:05)Christos Koliagiannis

Yesterday you said it is in the final stages and will be implemented immediately.

(11:55:16)Christos Koliagiannis

Now you tell me it's under control

(11:55:23)Christos Koliagiannis

Are you kidding me?

(11:57:10)Christos Koliagiannis

It is a continuation from the previous quarter.

(11:57:50)Pandora

I completely understand the confusion and I apologize for this inconvenience and delay. However, I would like you to know that there is no reason to worry. I would ask for a little more of your patience and an update will be received very soon.

(11:58:31)Christos Koliagiannis

The thing is, you say something different every time and I don't see any takeaway.

(11:58:38)Christos Koliagiannis

How much patience do I have to have?

(11:59:38)Christos Koliagiannis

You say withdrawal in 3 days?

(11:59:54)Christos Koliagiannis

Tell 10 to 15 if you can't.

(12:00:11)Pandora

I completely understand you and I would like you to know that if I were in your position, I would feel the same way. The relevant department is aware of the disruption that has occurred and will do its best for you.

(12:01:21)*** Christos Koliagiannis left the chat ***

they say the same thing patience and patience

This surely must be frustrating to hear the same thing all over again.

Have they explained, though, what exactly causes the delay?

Have you ever withdrawn from this casino before, and is your account fully verified there?

Yes, I had made a withdrawal before.

Everything is ok, the takeover took place today after so many complaints.

I'm glad that everything is ok then.

How long exactly did you have to wait, please?

We are struggling with the one withdrawal from 20/1.

The bad thing is that every time they give you a different excuse

So, you still didn't get the money?

I thought that it was finally ok.

Are you going to wait more, or are you thinking about filing a complaint?

The money just came in. It took a little while, but at least it came in.

Oh, finally. That's great.

Took a while, right?

If you'd like to describe the whole experience, please write your user review here at any time so also others can read about it.

Are you still staying at this casino, by the way?

Hello everyone,

I wanted to share my experience with BigClash because my situation is becoming very concerning.

I have been playing on BigClash for several months. During that time I deposited and played normally.

Before this current situation, I had already managed to withdraw around 600€. However, even before receiving those 600€, several of my withdrawal requests had already been cancelled by the casino.

Each time a withdrawal was cancelled, I contacted customer support. Every time I received a different explanation and was told that the issue would be fixed soon. I was even told that because I was considered a VIP player, my case would receive special attention and that someone would intervene. Unfortunately nothing actually changed.

After some time playing, I gradually accumulated winnings and my balance eventually reached around 3100€.

When I attempted to withdraw this amount, the same pattern started again: withdrawal requests being cancelled repeatedly.

Another important point is that several months ago I had already requested to be self-excluded from the casino. That request was never processed and I was still able to continue playing normally.

However, once my balance reached approximately 3100€, my account was suddenly placed under review and then completely banned. According to the email I received, this was done because my messages suggested that the situation might be dangerous for me and that the exclusion was done for my own protection.

What I find strange is the timing. My self-exclusion request months ago was never processed, but right after I accumulated 3100€ in winnings, my account was suddenly excluded.

Another strange point is that in the email informing me about my account exclusion, there is absolutely no mention of the remaining balance on my account. It is as if the funds simply do not exist.

At this point I simply want the remaining balance that was in my account to be paid out.

I have already contacted support and opened a complaint through Casino Guru.

If anyone has experienced a similar situation with BigClash, I would really appreciate hearing how it was resolved.

In that case, I hope our complaints team can help you.

How did you request the self-exclusion, please? Was it by email or through the live chat?

I'm just being curious about the fact that they did not act promptly, actually.

Dear Veronika,

Thank you for your message.

My self-exclusion request was made by email on December 18. In that email I clearly stated that I wanted to self-exclude and have my account closed as soon as possible.

I have attached a screenshot of this email as proof.

However, the casino did not act on this request at that time. My account remained fully accessible and I was able to continue playing normally after that date.

The casino only replied to this email much later, on January 28, and even then they did not actually close or restrict my account.

If you don't mind, I would like to know if in that self-exclusion request you sent to the casino was also mentioned that you have gambling issues.

Because it is very important to state that clearly, you know.

Thank you for your question.

In my self-exclusion request sent on December 18, I did not specifically state that I had gambling problems. I simply requested to be self-excluded and asked for my account to be closed as soon as possible.

In my opinion, when a player clearly asks for their account to be closed or self-excluded, the casino should process that request promptly regardless of the specific reason given.

However, in my case the request was not applied. My account remained fully accessible and I was able to continue playing normally after that date.

Only later, after I had accumulated winnings of 3100€, my account was suddenly excluded for "my protection".

This situation is confusing to me, because my request to close the account had already been sent more than a month earlier but was not acted upon.

So, let's start with the self-exclusion request. It is important to state the reason, because if a player requests exclusion because they no longer want to play there, the casino will take time to close the account, even if they don't want to lose that player.

It is completely different, though, if the reason is gambling issues. In that case, the account should be closed as soon as possible to avoid any harm.

As I look at your case now, I believe that it is good for you that they haven't closed the account, and you should be able to withdraw your winnings. Let's see how our complaints team will go, though.

Just, please, next time state clearly the reason for your request.

Thank you for your explanation.

I understand what you mean regarding the difference between a self-exclusion request due to gambling issues and a general request to close the account.

In my email on December 18 I simply asked to be self-excluded and have my account closed. I did not specifically mention gambling issues.

As you mentioned, since the account remained active and I was able to continue playing normally after that request, I believe that the winnings accumulated afterwards should remain valid.

Thank you again for your help and I appreciate the work your team is doing to review this case.

We will need to wait and see what the casino tells us when we contact them.

Please stay patient; your complaint will move forward soon.

If you have any updates from the casino, please let us know.

I understand and I will remain patient while waiting for the casino’s response. At the moment, I have not received any updates from BigClash, but I will inform you immediately if I do.

If you don’t mind, I would like to ask based on your experience, how likely is it for cases like mine to be resolved successfully? Also, what is the usual timeframe for this type of situation?

Thank you again for your assistance.

Thank you.

Unfortunately, I have no answer for your questions because every case differs, and therefore, the time frame also differs, actually.