BigClash Casino - Povlačenje igrača je odloženo u kazinu BigClash.

BigClash Casino not paying promised up to €11,000 reward after completing all levels.

Hello,

I would like to file a complaint regarding BigClash Casino (bigclash.com).

I participated in a promotional game that stated players could earn monetary rewards of up to €11,000 by completing all levels. I successfully completed all the required levels and accumulated a large number of points, but I never received any payout.

I have contacted BigClash support multiple times over the past few weeks. They replied once that my request was forwarded to another department, and later sent a generic message asking me to "be patient," but there has been no resolution or payment.

I am attaching screenshots of my account, my communication with support (including the last email from November 1st, 2025), and any relevant evidence.

Please investigate this issue and contact the casino to ensure I receive the promised reward or an official explanation.

Thank you for your time and assistance.

Best regards,

(Photos of prove of completed levels.)

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Dear Vasas,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BigClash Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the promotion you participated in?
• Could you please specify the date on which you participated in this promotion?
• Have you successfully passed the KYC verification, please?

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

Best regards,

Katarina

Dear Katarina,

Thank you for your message and for taking the time to handle my complaint.

Here are the details you requested:

• Promotion link: The link is available on the BigClash website. It is a game featured directly in my account under the "Big Clash Game" section, where players could complete levels and earn points, with a stated reward of up to €11,000 upon finishing all levels.

• Date of participation: I started playing in early October 2025 and completed all the levels by the end of October (around October 28–30, 2025).

• KYC verification: I have not completed KYC, as the casino never requested verification during registration or gameplay. My account has been fully functional for deposits and withdrawls without any verification request.

Please let me know if you need screenshots or copies of my communication with BigClash support.

Thank you very much for your assistance.

Dear Vasas,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I have forwarded all the requested communication and screenshots to your email.

Thank you.

Dear Vasas

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, Matej (matej@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,

Katarina

Hello Vasas,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Dear Vasas,

The casino is unresponsive, and I am exploring alternative ways to reach their representative. I apologize for the delay and appreciate your patience.

Dear All,

Sorry for the delayed answer.

We experienced issues with our CasinoGuru login credentials and attempted to contact Matej privately on Tuesday, 16/12/2025, regarding this case.

At present, there is an open task related to the player’s technical issue, which has not yet been resolved.

We will keep you informed of any updates as we work toward resolving the matter.

Thank you for your patience and understanding.

Best Regards,

Bigclash Casino Team

Thank you for the update.

I would like to clarify that I was never informed of any technical issue by the casino before or after completing the game. My account functioned normally throughout the entire gameplay, and I reached the final stage without any warnings or restrictions.

Additionally, for approximately the past two months, I have been able to log into my casino account normally, however I am unable to access the specific game in which I reached the final level. This issue has never been clearly explained to me by the casino.

I kindly ask the casino to clearly specify:

• What exact technical issue is being referred to

• When it occurred

• Why access to the game is restricted after reaching the final stage

• How this issue affects my completed gameplay and earned rewards

• And when this issue is expected to be resolved

I am fully willing to cooperate and provide any additional information if required, however I would appreciate a clear explanation and a concrete timeline.

Dear Bigclash Casino Team,

Regarding the CasinoGuru login credentials, I replied on the same day, and I have not received any further communication from your side.

We hope you will be able to investigate the issue soon and inform us of your findings.

Dear Vasas,

please note that during the Christmas holidays, response times are usually longer than usual.

In the meantime, I wish you a Merry Christmas and a Happy New Year.

Dear Vasas,

We would like to kindly apologize for the delay.

At the moment, our team is carefully checking the technical issue. We’ll return to you shortly with a clear update.

Thank you for your patience and cooperation.

Kind Regards,

BigClash Casino Team

Dear Vasas,

Thank you for your patience.

We would like to kindly inform you that the relevant team is still working on the issue.

Excuse us for the inconvenience caused and thank you for your understanding again.

Best regards,

BigClash Casino Team

Dear Matej,

We would like to provide a transparent update regarding the current status of this complaint.

We can confirm that the player’s winnings are fully recognized and will be settled. However, we are unable to provide a guaranteed timeframe for completion at this moment.

Given the uncertainty of the resolution timeline, we would appreciate your insight or recommendations on the best way to manage this case on your platform while our technical team works toward a fix.

We remain committed to resolving this and will keep both you and the player updated as progress is made.

Best regards,

Bigclash Casino Team

I understand that technical issues may take time; however, I would appreciate an update or guidance on the next steps.

Thank you for your assistance.

Dear Bigclash Casino Team,

Could you please provide at least an approximate estimate of how long you expect this process to take?

Dear Vasas,

Thank you for your patience.

Question: You have provided us with screenshots, but would you also be able to provide a video of the situation in question?

Dear Matej,

Regarding the estimated time for the case to be processed, I will try to find out.

Best regards,

BigClash Casino Team

Dear Vasas,

Thank you very much for providing the video.

We have forwarded it to the relevant department for further investigation. We will notify you as soon as there are any updates.

Thank you for your cooperation.

Kind regards,

BigClash Casino Team

Dear Vasas,

Just a brief update to let you know that we are still working with the relevant team regarding the video you provided.

We remain in contact with them and will get back to you as soon as a conclusion is reached.

Thank you for your cooperation.

Dear Matej,

As our technical team is still working toward a definitive fix, the resolution timeline remains uncertain. In the interest of maintaining a smooth process on your platform, we would appreciate your insights or recommendations on the best way to manage this case in the interim.

We remain fully committed to resolving this matter and will ensure that both you and the player are kept informed as progress is made.

Thank you for your continued cooperation.

Best regards,

BigClash Casino Team

Hello Matej,

Thank you for the update.

I would like to confirm that the issue remains unresolved, as the event winnings have still not been credited.

I understand that technical investigations may take time; however, I would appreciate your guidance on the next steps or any interim solution while the casino works on a fix.

Thank you for your assistance.

Best regards,

Vasas

Dear BigClash Casino Team,

If the player’s winnings have been fully recognized, but there is still uncertainty regarding when they will be formally settled, perhaps you could consider crediting at least a portion of the winnings to Vasas’ account and allow him to begin withdrawing the amount he has won.

Once the remaining winnings are fully settled, you could deduct any amount already withdrawn, in line with your withdrawal policy.

Considering how long he has already been waiting, this would be a reasonable and fair interim solution. Can you imagine the frustration of waiting half a year for the winnings to be credited, and then potentially another extended period to complete the withdrawal process.

Dear All,

Thank you for your patience while we conducted a thorough investigation into the complaint regarding the player's rewards for the BigClash league levels.

Following a review by our relevant technical department, we would like to provide the following clarification:

Reward Distribution: Prizes in the BigClash league are awarded immediately upon completion of each stage/victory in battle, rather than as a lump sum upon completion of the entire league.

Bonus Credit: As shown in the attached screenshot of the "Bonuses" section, the player successfully received their rewards throughout the indicated period. These rewards include Bonus Money, Free Spins, and Real Money prizes (with potential total values up to €11,000 across the levels).

Usage history: Our records confirm that several of these bonuses were credited to the player and subsequently used, while others were not.

System Integrity: We have double-checked our logs for the period in question and can confirm there were no malfunctions or technical errors. The player successfully reached the final level and unlocked all eligible rewards as intended.

In conclusion, all rewards associated with the player’s progress have been correctly credited to the "Bonuses" section of the account. There are no outstanding bonuses or rewards left to claim within this specific league.

We trust this clarifies the matter.

Kind regards,

BigClash Casino Team

Hello Matej,

I would like to clarify that I do not dispute receiving free spins, as shown in the bonus history.

However, my complaint concerns the cash/real money winnings related to the BigClash league progression. While free spins were credited, the corresponding cash rewards were never made available.

Therefore, although some rewards were received, the core issue regarding the settlement of real money winnings remains unresolved.

Best regards,

Vasas

Dear BigClash Casino Team,

Vesas is claiming that €11,000 is missing. However, based on your last message, it is unclear what total amount of missing winnings your team has identified.

Could you please clarify the exact amount of missing winnings you were able to verify? As mentioned, he is specifically claiming missing real-money winnings related to the BigClash League progression.

Thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vasas,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej