BC.Game Casino - La cuenta del jugador está bloqueada y se ha denegado el retiro.

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did the casino provide more details regarding the incorrect information?
• You set the dispute value to 0. Can you please clarify how much money is being withheld in your casino account at the moment?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I have since discovered through their own KYC provider (Sumsub) that my account is linked to my Egyptian Passport. It appears the casino is using this as a pretext to keep my account blocked despite my willingness to provide the correct document.

Hello everyone,

Thank you both for your replies.

Peacock1988, could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Our team has reviewed the video provided by Peacock1988 and found discrepancies between the information presented and our records. The user provided two ID numbers, both of which are incorrect.

Therefore, after our team's second review, we believe his application is unsuccessful.

Martin,

BC.GAME Support Team

Additionally, I discovered that my verification data (Passport and ID) is already stored in the system of their third-party provider, Sumsub ID. When I accessed Sumsub using the same email address registered with BC.GAME, I was able to retrieve the exact data they previously used to scan my identity. I have already contacted Sumsub to clarify how they obtained and stored this data, and I am currently awaiting their official response."

Dear Kristina,

​I am shocked by Martin's response.

What EXACTLY is the discrepancy ?

I recorded this video from my wallet showing casino wallet address with txid and big Amount long Time ago.

He claims the ID numbers are "incorrect," yet:

​The number 677 they rejected is the exact last three digits of my National ID (٦٧٧).

Or they mean (039)

mention under my picture which not id number it's only physical id serial number

​Their own support team recently confirmed that my ID is already registered in their system when I tried to verify a new account.

​Sumsub ID sent me a welcome email using my full legal name, proving my identity is verified in their records.

​Martin's claim of "discrepancies" is an attempt to ignore the physical evidence I have provided. I request a manual review of the Arabic numerals on my ID card by someone who can read them correctly.

Forget about the passport for a moment; your own customer service stated that it wasn't connected to any account. However, when I tried to verify a different account using my National ID, your system blocked me, claiming that this ID is already linked to another account.

​If my ID is 'incorrect' as you claim, then how is it already registered in your system?. I challenge you to disclose which account is using my National ID. If you cannot, it proves you are intentionally obstructing my access to my rightful funds."

​

Dear Martin and BC.GAME Support Team,

Could you please forward supporting evidence to me? My email address is kristina.s@casino.guru. Thank you for your assistance.

Thank you, Kristina. I am waiting for the casino to provide their evidence. In the meantime, I have received an email from them stating that my account is reopened. I am currently completing the security steps they requested to enable my withdrawals. I will keep you updated

Dear Kristina,

I am happy to inform you that after following the security steps (2FA and password change), I have restore my account

However, I want to emphasize that this result only came after more than two months of intentional stalling and false accusations from the casino's team. They repeatedly claimed my legal ID numbers were "incorrect" despite clear evidence to the contrary.

Because of the psychological stress and the long delay I endured, I am requesting a "Goodwill Gesture" or compensation from the casino before this complaint is officially closed. Their initial denial and the "discrepancies" claim were proven false by their own action of reopening my account.

Thank you for your support in getting my rights back.

Dear Peacock1988 and Kristina:

Thank you for your letter.

We are pleased to learn that your account access has been successfully restored after completing the necessary security steps, including enabling two-factor authentication and updating your account password.

Regarding the compensation request, while the temporary restriction on your account is part of our standard security verification process, we understand that this process may have caused you inconvenience and stress.

To express our sincere gratitude and appreciation for your cooperation during the investigation, we would like to offer you a small compensation payment once the verification code is confirmed and the account security process is fully completed. This payment will be sent directly to your email address: martin@bcgame.com. Please check your inbox.

Thank you for your patience and cooperation throughout this process. Once verification is complete and the compensation payment is issued, we believe this matter will be fully resolved.

Martin

BC.GAME

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

Dear Peacock1988,

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,

Kristina