BigClash Casino - O pedido de retirada do jogador está atrasado.

Hello

I'm having problems withdrawing at Big Clash Casino.

I tried the casino because it has very good reviews.

I really liked it too, the rating is justified.

Unfortunately, the casino has not responded to my withdrawal request.

I submitted it on October 11, eleven days ago.

I started playing at the casino on October 4th and received the €500 welcome bonus.

On October 11, I cleared the bonus and also made a profit.

I then requested a withdrawal of €500; the balance is currently €5,380.

Since then, I've asked four times in the chat, but I'm always put off.

I saved the chat logs.

The casino advertises payouts within 5 days at the latest, but now it's taken 11 days.

Since I simply haven't received any response from the casino, I'm turning to you.

I would be very grateful for support.

Best regards.

Hallo

Ich habe Probleme mit der Auszahlung im Big Clash Casino.

Das Casino habe ich probiert da es bei Ihnen sehr gut bewertet wird.

Mir hat es auch sehr gefallen,die Bewertung ist berechtigt.

Allerdings reagiert leider das Casino nicht auf meinen Auszahlantrag.

Den habe ich am 11.10. gestellt,also vor elf Tagen.

Ich habe am 4.10.angefangen im Casino zu spielen und habe den Willkommensbonus von 500€ erhalten.

Am 11.10. hatte ich den Bonus frei gespielt und auch Gewinn gemacht.

Ich habe dann eine Auszahlung von 500€ beantragt,das Guthaben beträgt im Moment 5380€.

Seitdem habe ich 4 Mal im Chat nachgefragt,doch dort werde ich immer vertröstet.

Die Chatprotokolle habe ich gespeichert.

Das Casino wirbt damit spätestens nach 5 Tagen auszuzahlen,jetzt sind es schon 11 Tage.

Da ich einfach keine Reaktion vom Casino erhalte,wende ich mich an Sie.

Für Unterstützung wäre ich sehr dankbar.

Best Regards.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hello

Thank you very much for your answer.

Verification is not possible.

My game account says "Verification not required".

I didn't know about the 14-day deadline; the casino advertises a maximum of 5 days.

I'll wait until next week and get back to you.

I'm sure nothing will happen until then.

Best regards

Hallo

Schönen Dank für Ihre Antwort.

Eine Verifizierung ist nicht möglich.

In meinem Spielekonto steht "Verifizierung nicht erforderlich ".

Dad mit der 14 Tage Frist wusste ich nicht,das Casino wirbt ja mit einer Frist von maximal 5 Tagen.

Ich werde dann bis nächste Woche warten und mich dann wieder melden.

Ich bin mir sicher das sich bis dahin nichts tut.

Best Regards

Hello

After asking the casino again today without success, I am turning to you again.

I now have five chat logs saved in which I am promised my payout.

Nothing happened.

Verification is also "not necessary," according to my account.

The application was submitted 15 days ago.

The value in dispute now amounts to €4,500. I was foolish enough to play again and lost a bit. That seems to be the casino's strategy, too.

I won't play there again until I get paid out.

I think that's a shame; I actually like the casino.

I hope you can help me now.

Best regards

Hallo

Nachdem ich heute wieder im Casino,ohne Erfolg, nachgefragt habe, wende ich mich wieder an Sie.

Mittlerweile habe ich 5 Chatprotokolle gespeichert,in denen mir meine Auszahlung versprochen wird.

Passiert ist gar nichts.

Auch eine Verfizierung "ist nicht nötig",so steht es in meinem account.

Der Antrag ist mittlerweile 15 Tage her.

Der Streitwert beläuft sich jetzt 4500€.Ich war so dumm und habe nochmal gespielt,und etwas verloren.Das scheint auch die Strategie des Casinos zu sein.

Bis zur Auszahlung werde ich nicht mehr dort spielen.

Ich finde das sehr schade,eigentlich gefällt mir das Casino gut.

Ich hoffe Sie können mir jetzt weiter helfen.

Best Regards

Thank you for the update. I'm sorry to hear that you have not yet received your winnings.

Have you made any successful withdrawals from this casino before?

Could you please forward me the conversations with the casino customer support regarding the delay in processing your payments? My email address is veronika.f@casino.guru, or you may post screenshots here.

Hello

I have sent you the requested chat logs. I hope you can open them.

I asked at the casino every other day, but it just doesn't happen.

I find that very unfortunate, I actually like the casino.

Please let me know if you need anything else.

Best regards

Hallo

Ich habe Ihnen die gewünschten Chatprotokolle gesendet. Ich hoffe Sie können sie öffnen.

Ich habe jeden zweiten Tag im Casino nach gefragt,es passiert einfach nicht.

Ich finde das sehr schade,eigentlich gefällt mir das Casino.

Sagen Sie Bescheid wenn sie noch etwas benötigen.

Best Regards

Hello

Quick update.

Today, the first payout was made unexpectedly.

After 24 days!!

I hope that the next payments will be processed more quickly.

I would like to leave the complaint open for that long.

Best regards

Hallo

Kurzes Update.

Heute gab es überraschend die erste Auszahlung.

Nach 24 Tagen!!

Ich hoffe jetzt,das die nächsten Auszahlungen schneller bearbeitet werden.

So lange würde ich die Beschwerde gerne auf lassen.

Best Regards

I'm glad to hear that you have now received the first part of your winnings, although it took quite a long time.

Could you please specify how many pending withdrawal requests you currently have in your account? If possible, kindly send me a screenshot of your transaction history. Thank you for your cooperation.

Hello

I still have a balance of approximately €3800 and will submit the next withdrawal request tomorrow.

I can only withdraw in €500 increments per day, or so I believe.

Let's see how quickly the next application is processed; I'll let you know.

The casino promises to pay out within 3 days, maybe it will work this time.

Best regards

Hallo

Ich habe noch ein Guthaben von ca 3800€ und stelle morgen die nächste Auszahlungsanfrage.

Ich kann nur in 500 € Schritten pro Tag auszahlen,glaube ich jedenfalls.

Mal sehen wie schnell der nächste Antrag bearbeitet wird,ich gebe Ihnen Bescheid.

Das Casino verspricht ja innerhalb von 3 Tagen auszuzahlen,vielleicht klappt es ja jetzt.

Best Regards

Dear Chemiker

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, Martina (martina.b@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,

Veronika

Hello

I received a payout this morning.

Now there's only one more to go. I hope it continues at this pace, then everything will be okay.

I will request the final payment tomorrow and let you know.

Best regards

Hallo

Ich habe heute früh eine Auszahlung erhalten.

Jetzt ist nur noch eine weitere offen.Ich hoffe das es in dem Tempo weiter geht,dann ist alles ok.

Ich beantrage dann morgen die letzte Auszahlung und gebe Ihnen Bescheid.

Best Regards

Dear Chemiker,

My name is Martina and from now on, I will assist you with resolving your complaint.

I am truly happy that the things moved forward and you have received one of your payouts.

Please keep me updated regarding the last payout.

Thank you in advance

Yes, I will do that.

Thank you so much for your help.

Best regards

Ja,das werde ich tun.

Vielen Dank für Ihre Hilfe.

Best Regards

Hello

The final payout was completed today.

In the end, the casino's strategy worked. During the long wait, I continued playing and lost quite a bit more.

The casino's behavior of delaying payouts for so long is very bad form.

I thank Casino Guru for his help.

Best regards

Hallo

Heute wurde die letzte Auszahlung abgeschlossen.

Am Ende ist die Strategie des Casinos aufgegangen.Während der langen Wartezeit habe ich dann doch weiter gespielt und noch einiges verloren.

Das Verhalten vom Casino die Auszahlung lange herausszuzögern ist schon sehr schlechter Stil.

Casino Guru danke ich für die Hilfe.

Best Regards

Dear Chemiker I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.