BigClash Casino - Spillerens anmodning om lukning af konto er blevet ignoreret.

Dear Casino Guru Team,

I am submitting a formal complaint regarding the online casino BigClash and its failure to act upon my repeated requests for account closure and self-exclusion due to gambling addiction.

On January 29, I contacted the casino support team and explicitly requested the permanent closure of my account. In this communication, I clearly stated that I was experiencing a gambling addiction and required my account to be closed in order to prevent further harm.

In early February, I sent an additional email reiterating the same request and again emphasized my gambling problem. Furthermore, I contacted the casino’s live chat support multiple times with the same request for account closure and restriction of access.

Despite these clear and repeated communications, my account remained open and fully accessible.

After I stopped depositing funds, promotional funds were credited to my account, which directly encouraged further gambling activity. Following this, after receiving my salary, I deposited funds again and within the last week alone I incurred losses of approximately €1500.

Over the course of approximately 6 months, I have deposited and lost more than €15,000 on this platform, which represents roughly my annual income. This highlights the severity of my situation and further emphasizes why my explicit request for account closure due to gambling addiction should have been handled with urgency and responsibility.

Following my formal complaint to the casino, I received a response confirming that my account has now been closed and that the matter has been forwarded internally for review. However, the casino failed to provide any explanation as to why my account was not closed earlier, despite multiple requests clearly referencing gambling addiction.

In my view, this represents a serious failure to comply with responsible gambling obligations and a failure to protect a vulnerable user after a clear self-exclusion request had been made.

Additional evidence – bank transactions:

Due to technical limitations, I am unable to upload all supporting documents directly through the platform.

Therefore, I have provided access to my bank transaction records (including dates and amounts of deposits made to the casino) via the following link:

[ https://limewire.com/d/AywEF#CbkP5GqLAo ]

These records clearly demonstrate the financial transactions and losses referenced in this complaint.

As I no longer have access to my casino account, I am unable to provide internal screenshots. I kindly request that you obtain and review all relevant communication records (emails and live chat logs) directly from the operator, as they should have full access to these materials.

Requested resolution:

I respectfully request a thorough review of this case, including all communication between myself and the casino. I also request consideration of reimbursement for the financial losses incurred after my initial self-exclusion request on January 29.

Thank you in advance for your time, attention, and assistance in resolving this matter.

Kind regards, 

Enes

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Dear Lucho777xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@bigclash.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem?
• Could you please confirm the exact date when your account was closed?
• Could you forward me the initial account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra