BigClash Casino - プレイヤーのアカウントは閉鎖されました。

Hi, after winning at the casino my account was blocked and I can no longer access it.

Salve dopo aver fatto delle vincite al casino mi e stato bloccato il conto e non vi posso piu accedere

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 your complaint. I’m sorry to hear about your negative experience with BigClash Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have been using the casino for a few days or weeks and it was blocked on 02/02/26, the winnings come from the slots, I played both with real balance and with bonuses, the casino no longer communicates with me except via live chat

il casino lo utilizzo da qualche giorno settimane e mi e stato bloccato in data 02/02/26 , le vincite derivano dalle slot, ho giocato sia con saldo reale che con bonus , il casino non comunica piu con me se non via live chat

Thanks for your reply.

• Could you please share any details of the discussion between you and casino support regarding the reasons your account was blocked and payouts withheld?
• Post screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

They said that I violated these terms and conditions, which is partially false. The only thing I did was to place some sports bets at low odds (higher than 1.20), but I don't understand why, if they don't like it, they quote certain markets that they consider unfair.

hanno detto che ho violato questi termini e conzizioni cosa parzialmente falsa l'unica cosa che ho fatto e stata giocare qualche scommessa sportiva a quota bassa (maggiore di 1.20) ma non capisco come mai se non e di loro gradimento quotano ceri mercati che loto ritengono sleali

Thanks for your reply.

You previously wrote:

The winnings come from slots.

Afterwards, you wrote:

The only thing I did was to place some sports bets at low odds (higher than 1.20)

• Could you please explain this discrepancy?
• Could you please explain in more detail which bonus you accepted?
• At which point have you made deposits?
• Which activities led to your winnings?

Looking forward to your reply.

Hi, I played on low-odds sports betting just for fun. I didn't use any sports bonuses. 90% of my winnings were on slots.

Salve ho giocato su scommesse sportive a quota bassa solamente per divertimento non ho utilizzato alcun bonus sport il 90% delle vincite le ho effettuate sulle slot

Dear Mando001,

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, Igor (igor.p@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,

Tomas

Dear Mando001,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BigClash Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BigClash Casino representative to join this conversation and participate in resolving this complaint.

Dear BigClash Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out to us.

We are currently conducting a detailed review of your claim to ensure all information is thoroughly evaluated.

We will provide you with a formal response as soon as the investigation is complete.

Thank you for your patience.

Kind Regards,

BigClash Casino Team

Dear BigClash Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Mando001,

We are contacting you regarding the recent closure of your account, We have sent the evidence supporting this decision to Igor privately.

Following a review by our relevant department,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

7.19 : It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:

• any and all minimum risk strategies, for example, low risk roulette bet (any bet spread combination on roulette games covering 24 (twenty-four) or more of the 37 (thirty-seven) unique spots on the table);

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

<...>

Therefore, according to the aforementioned article, there is no refund available for your account or possibility to reopen it.

We hope this helps clarify the matter for you.

Best regards,

BigClash Casino Team

Dear BigClash Casino,

Thank you for your email and the detailed explanation.

I would like to clarify the following points:

In your email, you mentioned that the player used the casino bonus solely on high-volatility slots. If this was prohibited, was the player informed about such a restriction?

Additionally, section 9.1 refers to the fraudulent use of payment methods and/or collusion with other players.

Could you please specify whether there were any further actions that fall under this category?

Thank you.

Dear Igor,

Thank you for your reply.

I accidentally missed the relevant part of the T&C for this player. Please see the bolded text below.

9.1: The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

- using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

- engaging in money laundering, terrorism financing or any other criminal activity;

- threatening, harassing or abusing other customers or members of our staff;

-attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;

- attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;

We hope this clarifies our decision.

Best Regards,

BigClash Casino Team

Dear BigClash Casino,

May I ask whether there was anything else suspicious or irregular about the player’s activity, or if the account was blocked solely due to wagering a bonus with low-risk bets?

Thank you for your cooperation.

Dear Igor,

Further details regarding our decision have been sent to your private email.

Thank you for your cooperation.

Kind Regards,

BigClash Casino Team

Dear all,

I would like to inform you that the conversation with the casino is currently occurring outside of this thread.

I have reached out to the casino for additional information.

I will keep you updated as soon as there is any news to share.

Dear Mando001,

After carefully reviewing all the submitted documentation, we regret to inform you that we are obliged to reject your complaint. The casino has provided evidence indicating that the Terms and Conditions were breached.

As the violation of the Terms and Conditions has been sufficiently demonstrated, we are unfortunately unable to assist you further in this matter.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding.

Best regards,

Igor