BC.Game Casino - La cuenta del jugador ha sido cerrada.

Hello, good evening

I am sending you this complaint is for help to solve my account, I have been waiting almost 2 months and they do not give me an answer by email. My problem is the following, I was playing in sports when suddenly the session left and he didn't let me in anymore, when I re-enter I get how much at risk and now I don't know what to do, I also have the account with a balance.

I need help with my account problem.

I hope for a prompt response

Dear SMach-B,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

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

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• How did you learn about your account being 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 supporting evidence such as screenshots of your blocked account and your attempts at communication with casino support to resolve the issue?

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,

Tomas

Hello,

We cannot assist the user due to a breach in our terms of service. The user has created multiple accounts on our platform. I have shared the details with Tomas regarding this.

Best Regards

Panda - BC.GAME

Hello, good morning

- Could you please advise how long were you a player of the casino and when exactly your account was blocked?

I have been a bc.game user since 2019 and the account has been blocked since January 13 of this year.

- How did you learn about your account being blocked?

I was betting on the sneakers and suddenly they closed my session and I couldn't enter anymore.

- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

In all, but most of it in the original bc games like HILO.

- Did you achieve your current balance with the help of a bonus?

No

- Could you please share supporting evidence such as screenshots of your blocked account and your attempts at communication with casino support to resolve the issue?

TO CLARIFY that the accounts I created, were closed more than 2 years ago by them because they informed me that they were going to close them and I would only keep one, that is, this one and that more than 2 years ago.

I think the problem was because I changed my address and connected to a new WiFi and because of the new IP they took me out.

I hope you help me

Thanks both parties for the reply.

The activity of the multiple accounts seems to be from several years ago.

Dear SMach-B,

Do you have any proof or communication from the casino where they allow you the use of this account despite previously having multiple accounts open?

Please let me know.

Hello good night Tomás and Bc.game

Below I send proof of the casino where they enable me to use my UID 390654 account and the others permanently closed that was on 31/01/2022 that is, more than 3 years.

I hope for a prompt response and that they solve my access to my BC account

Thank you

Dear BC.Game casino,

Could you please comment on the assertion from SMach-B, that it was allowed for him to use this account despite previous use of multiple accounts?

Please let me know.

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 SMach-B,

I got a response from the casino representative, however I requested further evidence outside this thread.

I appreciate your patience in this matter.

Hello good morning Tomás

I send the test again in English since I previously sent the one translated into Spanish.

In the email I received 3 years ago as seen in the email where I was authorized to use my UID account 390654

The casino has yet to provide further proof or to acknowledge making a mistake. We'll give them time to react. Thanks for your patience and understanding.

Hello,

Unfortunately, we cannot assist the user with account reopening due to a breach in terms of services. The user can provide the TRC-20 USDT address, and we will initiate the refund to them with the balance of $21. The user can provide the address here in the thread or via email to panda@bcgame.com

Best Regards

BC.GAME

Hello

That's how it comes out now, but they don't answer the email

Dear SMach-B,

Has the casino refunded your balance to your USDT wallet?

Please let me know.

Hello Tomás

I didn't receive anything, and it's over $50 with the sports bet I had won.

Thank you very much, SMach-B, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, SMach-B!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello Bc.game

It will be creating another account because this one no longer has a solution, and I hope they give me my BC of coco Rush.

I need them to give me my BC because it says that you can't change your account, so if it closes this how am I going to recover my BC from Coco Rush

SMach-B, please, do not create another account. It is unfair and you will lose all your funds if you do so and we will not be able to help you.

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.

We have reached out to the casino representative one more. Give that they respond to my colleagues, I guess they will respond to me as well. I am extending the timer for 7 more days.

Hello,

The refund was already done 21 days ago https://tronscan.org/#/transaction/fdf851b2d79a168065c1a9caf7bbf0be23678e11b7b1187a7d638a0f2dd2ec18 . Regarding the bet, the user says there is no such balance in their account. I have sent Pavel the screenshot of the details via email.

Also, I suggest users stop making accounts, as we will not be able to assist them in the future.

Hi, I have not received any e-mail, could you, please, re-send it? My e-mail address is pavel.k@casino.guru.

Hello, SMach-B,

I have received proof from the casino that there was no other balance at the moment of refund other than the disputed amount. Given that the casino also sent proof that they have sent you the refund, I will close this complaint as resolved.

Please, note that opening multiple accounts is a very unfair behavior. If you will do so in the future in another casino or open more account in BC Game, it will only be justified if they confiscate all your funds and we will not be able to help you.

Have a nice day!