BigClash Casino - A conta do jogador foi encerrada.

Hi, I won some slots, but after a few days, my casino account was blocked. I can no longer log in to withdraw funds.

Salve, ho ottenuto alcune vincite alle slot ma dopo qualche giorno il mio conto del casino è stato bloccato. Non riesco più ad accedere per prelevare i fondi.

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 Sasaplay97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you provide the date when your account was blocked?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

The account was blocked at the end of January and first week of February. I can't tell you the exact date.

I was never asked to verify my account when it was still open, but it was requested later via email support. I then sent all the required documentation via email.

My winnings mostly come from real money.

L'account è stato bloccato ha fine gennaio e prima settimana di febbraio non so dirle una data esatta.

La verifica non mi è stata mai richiesta quando il conto era ancora aperto, ma è stata richiesta in seguito tramite supporto e-mail, ho proceduto a inviare tutta la documentazione richiesta tramite email.

Le mie vincite derivano per lo più da saldo reale.

Thank you for your reply and for providing the previous details, Sasaplay97.

• Have you received any communication from the casino regarding the reason for the account block and additional verification?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No, I haven't received any communication from the casino regarding the reason for my account being blocked. I was told my account was under review, but I wasn't given any reasons for any additional verification requests. Verification wasn't requested while my account was still open, but was requested later via email support. I sent all the requested documentation via email.

I attach screenshot

No, non ho ricevuto comunicazioni dal casinò in merito al motivo del blocco dell'account, mi era stato detto che l'account era in revisione, non mi sono state date motivazioni per eventuali richieste di verifica aggiuntiva, la verifica non mi è stata richiesta quando il conto era ancora aperto, ma è stata richiesta in seguito tramite supporto e-mail, ho proceduto a inviare tutta la documentazione richiesta tramite email.

Allego screenshot

Dear Sasaplay97

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 (miroslava.d@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,

Petra

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 Sasaplay97,

We are writing to formally notify you that additional account verification is required in order to proceed with your withdrawal. Please be advised that we have successfully located the email you provided containing your identification documents and have escalated them to the relevant department for a priority review.

Our team is currently working to authenticate your information as quickly as possible. Once we receive an update from the reviewing department, we will inform you immediately regarding the status of your withdrawal. No further action is required from your side at this time.

Thank you for your cooperation.

Best regards,

BigClash Casino Team

Dear BigClash Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience.

Thank you for your attention to this matter.

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Bigclash

Dear BigClash Casino,

We would greatly appreciate it if you could provide specific information and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient clarification or steps leading to resolution of the complaint in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sasaplay97,

We are writing to inform you that we have initiated the process for the manual withdrawal of your active account balance.

To proceed with this transaction, we have just sent a separate email requesting your bank details. Please check your inbox (and your spam folder, just in case)and reply directly with the requested information so our finance team can process your funds as quickly as possible.

Thank you for the patience.

Best regards,

BigClash Casino

Thank you for the update, BigClash Casino.

Dear Sasaplay97,

Can you please confirm, if you have ben able to provide the casino with the requested details, and if you have been seen progress in your withdrawal process?

Thank you.

Hi, I just replied and sent all the requested data

Salve, ho appena risposto e inviato tutti i dati richiesti