BigClash Casino - Player's withdrawal has been delayed and blocked.

Good evening, I have made a withdrawal from 4/12 €500, I had won more but they blocked my withdrawal immediately after 3 days, they asked for certification and I sent them all the documents they asked for after 10 working days exactly without being informed by email or anything, they simply told me that the photo I sent was blurry (it really wasn't blurry but I got past it), I sent them again by email 3 times and they replied to me in the 3rd email that it would take 3 working days and then I replied again to the same email that it takes 10 days to understand there that it is money that some people have worked for and we deposit it to you with such great ease, they should be ashamed of themselves for deceiving people like this. In the chat, on the other hand, everyone says something of their own, one casino representative tells me that he doesn't want certification, the other tells me that he has a workload, the other says that he doesn't The photos are good and this is the same day these answers please if you can do something I would appreciate it thank you very much.

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.

• Could you kindly specify which documents you sent to the casino for verification, and when exactly did you send the last one?
• Which of your documents have been approved?
• Which of your documents are still pending verification?
• Could you please forward me the documents that have not yet been reviewed and approved by the casino at [email protected]?

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

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.

Good morning, I sent the last documents again on 19/12, they haven't told me which documents have been certified and which haven't. I'm really at a point where I don't know what's going on. They asked for a document from the bank that says it shows the transaction with their casino. I sent them in PDF format. A two-sided photo of my ID, two-sided photos of my card, and a selfie of me holding the ID, which are visible from another mobile phone or the bigclash website. I'll forward them to you. What I've sent to the casino and what they've sent to me.

Hello manolismix09,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good evening, I can't wait any longer, my patience really has its limits, I've been waiting for 26 days, I've issued and sent official documents from the bank directly with the bank employee, and whenever I send an email or message in the chat on the page, they don't even tell me the reason why the bank's document is delayed. A few days ago they told me that my account was certified, and now they say they want a bank document and I've sent them over a week, I've been waiting for 26 days, I can't find a solution, please whoever comes in, don't give your money to these companies, you will lose it.

Thank you for your patience while I was out of the office.

To continue with the investigation, kindly forward me all the communication between you and the casino customer support regarding the verification of your account at [email protected]. This includes emails, chat transcripts, screenshots, or any other relevant correspondence.

I have sent you again and again that I have been waiting a month with no response.

Dear manolismix09

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, Mirka ([email protected]). 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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BigClash Casino representative to join this conversation.

Dear BigClash Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Thank you for contacting us .

We kindly inform you that the players withdrawal is paid from the date 05.01.2026 the amount of 500 euro.

Kind regards,

Bigclash Casino Team.

Dear manolismix09,

Could you please confirm, if you received the withdrawal?

Dear manolismix09,

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.

Dear Mirka,

Please note that we have sent you an email regarding the matter. Please review it at your earliest convenience.

If there are any further questions or concerns, we will be happy to address them.

Kind regards,

Bigclash casino

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,

Mirka Dubasova

Casino.Guru