Legitimate winnings withheld and VIP status downgraded

My BigClash account was initially placed under review around 27 June 2026.

I contacted BigClash support several times to understand why I could no longer access my account. The initial case was handled under ticket 52646457. For several weeks, I received only generic responses stating that the review was ongoing.

On 23 July 2026, BigClash asked me to provide a screenshot of the message displayed when attempting to access my account. I provided the requested screenshot. A second case, ticket 53980990, was subsequently created.

BigClash then informed me that my account was under review because of "administrative decisions".

On 24 July 2026, BigClash finally confirmed that my account had been permanently closed. They refused to disclose the specific reason for the closure, citing their confidentiality policy.

I am not submitting this complaint merely because BigClash decided to close my account.

The unresolved issue is that there was a real-money balance remaining on my account when access was suspended, and the account was permanently closed.

I subsequently submitted a formal complaint to BigClash requesting confirmation of the exact real-money balance, payment of that balance, a complete transaction statement, and clarification of any amount that may have been voided, deducted, or confiscated.

I have also sent follow-up requests, but BigClash has not provided a substantive response concerning the disposition of my remaining funds.

BigClash's Terms distinguish between the operator's ability to close an account and measures involving the confiscation of a real-money balance. To date, BigClash has not informed me that my balance was lawfully confiscated under a specific provision, has not identified the amount allegedly confiscated, and has not provided an accounting of what happened to the funds.

I therefore respectfully request AskGamblers' assistance in obtaining one of the following outcomes:

1. Payment of the legitimate real-money balance remaining on my account at the time of closure; or

2. A complete written accounting from BigClash stating:

* the exact real-money balance at the time access was suspended;

* the balance at permanent closure;

* every subsequent deduction, voiding or confiscation;

* the contractual provision relied upon for each action; and

* the amount that BigClash considers payable to me.

I can provide the relevant support correspondence, the account-review screenshot, and evidence concerning tickets 52646457 and 53980990.

I remain willing to complete any legitimate identity or payment verification required solely for the purpose of receiving the remaining funds.

I’ve tried so many times to withdraw from this casino,

I won $900, and I was really excited to receive the funds.

I have tried VISA card withdrawal many times; that never worked. Have also tried Bank Withdrawal, also NEVER worked.

The funds keep showing back up in my account, and I don’t know what to do from here on out

I am seeking AskGamblers’ assistance regarding a delayed manual withdrawal from BigClash.

On 28 June 2026, I submitted a request to withdraw NZD $500. I requested a manual bank transfer from the outset because I had previously experienced issues with the withdrawal form used by BigClash’s related casinos, which was not compatible with New Zealand bank account formatting.

Throughout this process, I have fully cooperated with every request made by the casino. I provided my complete ASB Bank account details, including my SWIFT/BIC code, and when the Finance Department requested additional banking information on 3 July 2026, I supplied it immediately.

Since then, customer support has repeatedly told me that my request was forwarded to Finance, my details were received, the case was escalated, and reminders were sent. However, I still have no confirmation that the withdrawal has been initiated, and the NZD $500 remains in my casino account.

I also received conflicting information about withdrawal methods. I was told that depositing with Skrill would allow me to withdraw via Skrill, but after depositing, I was informed that Skrill withdrawals were not actually available to me, leaving manual bank transfer as my only option.

On 10 July 2026, after waiting 13 days, I contacted live chat again. The agent confirmed that my withdrawal was still processing, checked with the back office, and said Finance would only advise me once the request had been reviewed. No timeframe was provided, and the agent acknowledged that the 13-day wait was “too long and it was annoying.”

I have cooperated fully and provided everything requested, but I still have no clear explanation for the delay or any indication of when my withdrawal will be processed.

I would appreciate AskGamblers’ assistance in confirming the status of my withdrawal and helping facilitate the prompt processing of my NZD $500 manual bank transfer.

Thank you for your assistance.

I am waiting on a withdrawal from BigClash Casino. I submitted the withdrawal Sunday evening. According to their terms, it takes up to their business days to process. It is still not approved - this is the fourth business day.

It says in my account that verification is not needed at the time.

I was hoping that withdrawals would run as smoothly as deposits, but I was wrong.