BigClash Casino - A conta do jogador permanece ativa apesar do pedido de encerramento.

I have requested the permanent closure of my casino account several times, as I no longer wished to gamble.

The casino sent me a confirmation email about the closure, but I saw it too late.

Despite my clearly stated intention to close the account, it remained active, and I was able to deposit another €695 via instant transfer.

I subsequently lost this amount.

I have contacted support multiple times and requested a refund as well as the permanent closure of my account.

The support team regrets the situation, but points out that I did not confirm the email in time and has not yet promised me a refund.

I see this as a failure on the part of the casino regarding player protection, as my request to close my account was not implemented in a timely manner.

I request that Casino Guru review my case and persuade the casino to refund the €695 or find a goodwill solution.

Ich habe mehrfach die dauerhafte Schließung meines Casino-Kontos beantragt, da ich nicht mehr spielen wollte.

Das Casino hat mir eine Bestätigungsmail zur Schließung geschickt, die ich jedoch zu spät gesehen habe.

Trotz meiner klar geäußerten Absicht, das Konto zu schließen, blieb es aktiv, und ich konnte erneut 695 € per Echtzeit-Überweisung (Instant Transfer) einzahlen.

Diesen Betrag habe ich im Anschluss verloren.

Ich habe den Support mehrfach kontaktiert und um Rückerstattung sowie endgültige Schließung meines Kontos gebeten.

Der Support bedauert die Situation, verweist jedoch darauf, dass ich die E-Mail nicht rechtzeitig bestätigt hätte, und hat mir bisher keine Rückerstattung zugesagt.

Ich sehe hier ein Versäumnis des Casinos beim Spielerschutz, da mein Antrag auf Kontoschließung nicht rechtzeitig umgesetzt wurde.

Ich bitte Casino Guru, meinen Fall zu prüfen und das Casino zu einer Rückerstattung der 695 € oder einer Kulanzlösung zu bewegen.

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Dear Karo05,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I already indicated in the chat that my account should be closed. I was then told that I had to do this via email. I simply wrote that my account should be blocked – I didn't provide any further details.

Despite my account suspension request and my Oasis ban here in Germany, I was able to deposit again the following Monday. I deposited €695, which I would like to have refunded.

Everything else I regularly lost before (approx. €3,000–€4,000) is irrelevant to me. My sole concern is the deposit that was still possible after my account suspension request – a deposit that could have been prevented if my account had been suspended as requested.

Ich habe im Chat bereits darauf hingewiesen, dass mein Konto geschlossen werden soll. Daraufhin wurde mir gesagt, dass ich dies per E-Mail erledigen müsse. Ich habe dann lediglich geschrieben, dass mein Konto bitte gesperrt werden soll – sonst habe ich keine weiteren Angaben gemacht.

Trotz meiner Sperrungsanfrage und meiner Oasis-Sperre hier in Deutschland war es mir am darauffolgenden Montag möglich, erneut einzuzahlen. Dabei habe ich 695 € eingezahlt, die ich gerne zurückerstattet hätte.

Alles andere, was ich vorher regelmäßig verloren habe (ca. 3.000–4.000 €), ist mir egal. Mir geht es ausschließlich um die Einzahlung, die nach meiner Sperrungsanfrage noch möglich war – eine Einzahlung, die hätte verhindert werden können, wenn mein Konto wie beantragt gesperrt worden wäre.

Thank you for your response. Please note that BigClash Casino operates under a license issued by Anjouan Gaming and therefore does not have access to the OASIS register of self-excluded players in Germany.

If you did not mention gambling addiction in your account closure requests, we will unfortunately not be able to assist with a refund of your deposit and any subsequent losses.

Could you please confirm whether your account is still open, or if it has been closed in the meantime?

Thank you for your feedback.

My BigClash account is no longer active, as I explicitly requested on November 3, 2025, that it be blocked or closed ("Please block my account").

Despite this clear request, I was still able to make deposits, totaling €695.

The ban was therefore not enforced, even though it was issued for player protection reasons. This constitutes a breach of fundamental protective obligations – regardless of whether BigClash has access to the German OASIS system or not.

I therefore continue to request a full refund of the €695 that were paid in after my blocking request.

Best regards

vielen Dank für Ihre Rückmeldung.

Mein Konto bei BigClash ist nicht mehr aktiv, da ich am 03.11.2025 ausdrücklich darum gebeten habe, es zu sperren bzw. zu schließen („Bitte sperren Sie mein Konto").

Trotz dieser klaren Anfrage konnte ich danach weiterhin Einzahlungen tätigen, insgesamt 695 €.

Die Sperrung wurde also nicht umgesetzt, obwohl sie aus Spielerschutz-Gründen erfolgte. Damit liegt ein Verstoß gegen grundlegende Schutzpflichten vor – unabhängig davon, ob BigClash Zugriff auf das deutsche OASIS-System hat oder nicht.

Ich bitte daher weiterhin um vollständige Rückerstattung der 695 €, die nach meiner Sperranforderung eingezahlt wurden.

Mit freundlichen Grüßen

Please specify the exact dates when you made these deposits and when the casino blocked your account. Thank you for your cooperation.

According to the available evidence, you submitted your self-exclusion request on November 3, and the casino closed your account on November 5. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, BigClash Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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