BigClash Casino - Il ritiro del giocatore è stato posticipato.

Hello,

I would like to make an official complaint about [your casino name]. I won a total of €13,500 on 27th September, but over a month later I have only received €2,000, paid in small €500 installments.

The casino website advertises fast withdrawals and promises that payments will be processed every 5 days at the latest, but in reality it has now been over two weeks since the last payment.

I have been in contact with the casino's live chat almost every day, but I always get the same answer: that "they will try to pay as soon as possible". I have also sent several emails, but they have not been answered at all.

I still have a balance of €10,000 in my account, and I also have 3 withdrawal requests waiting to be processed.

At no point have I been asked for identity or other documents, so delays cannot be justified by them.

I ask Casino Guru to investigate this case, as this behavior does not meet their advertised terms and conditions or fair customer service. I am attaching some customer service discussions, but there are many more!

Hei,

Haluan tehdä virallisen valituksen [kasinosi nimi] -kasinosta. Voitin 27.9. yhteensä 13 500 €, mutta yli kuukauden kuluttua olen saanut vain 2 000 €, maksettuna pienissä 500 € erissä.

Kasinon sivuilla mainostetaan nopeita kotiutuksia ja luvataan, että maksut hoidetaan viimeistään 5 päivän välein, mutta todellisuudessa viimeisestä maksusta on nyt yli kaksi viikkoa.

Olen ollut yhteydessä kasinon livechattiin lähes joka päivä, mutta saan aina saman vastauksen: että "he yrittävät maksaa mahdollisimman pian". Olen myös lähettänyt useita sähköposteja, mutta niihin ei ole vastattu lainkaan.

Tililläni on edelleen 10 000 € saldo, ja lisäksi minulla on 3 nostopyyntöä odottamassa käsittelyä.

Minulta ei ole missään vaiheessa pyydetty henkilöllisyys- tai muita dokumentteja, joten viivästyksiä ei voi perustella niillä.

Pyydän Kasino Gurua tutkimaan tämän tapauksen, sillä kyseinen toiminta ei vastaa heidän mainostamiaan ehtoja eikä reilua asiakaspalvelua. laitan liitteksi jotain asiakaspalvelu keskustelu mutta niitä on lisää vielä paljon!

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.

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.

What is your VIP level at this casino?

When was the last time you submitted a withdrawal request at this casino?

How long did it take for your previous withdrawal requests to be processed and paid out?

Could you please send me a screenshot of your transaction history, showing the current withdrawal requests?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

Best regards, Tim

Terveisin Tim

Is there any information you still need? Payments are waiting again in withdrawals without approval. They are dragging this out on purpose!

Best regards, Tim

Onko Mitään tietoja jota vielä tarvitset ? Maksut odottavat taas nostoissa ilman hyväksyntää. he pitkittelevät tätä tarkoituksella!

Terveisin Tim

Thank you very much, MIKOTIM, for providing all the necessary information. I will now transfer your complaint to my colleague, Martina ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear MIKOTIM,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

Can't you do anything else? I've been bombarding the casino with messages but they don't respond! They're just delaying payments.

Tim

Hei!

Ettekö voi tehdä mitään muuta ? olen pommittanut kasinoa viesteilläni mutta he eivät vastaa ! Viivyttelevät vain maksujen kanssa

Tim

Dear MIKOTIM,

I understand you are desperate, We are trying to contact the casino on different channels, so hopefully, it will work and they will let us know soon.

Dear MIKOTIM,

we got in touch with the casino outside of this thread. Once I have some update, I will let you know. Thank you so much for your patience.

Dear MIKOTIM,

I as I mentioned earlier, I got in touch with the casino. Unfortunately, they are having some technical issues with posting directly to our website. Here is what they ask me to post:

" Dear Mikotim,

Thank you for reaching out to us. 

We kindly inform you that your pending withdrawals have been successfully completed. The last two pending withdrawals from 30 November and 1 December are now finalized. We have also notified the relevant department to speed up your future withdrawal requests. Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind regards,

Bigclash Casino "

So, those are some good news. At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thank you very much in advance

Dear MIKOTIM,

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,
Martina
Casino.Guru