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

Hello, on March 20, BC.Game restricted access to my account and asked me to fill out a questionnaire in which I indicated my email, account ID, last used IP address, a screenshot of the deposit.

On March 21, I sent a response to recovery@bcgame.com, where I indicated all the required data.

On March 22, I received a response that the account was still locked for security verification.

On April 10, I clarified by email at support@bc.game how much longer I should wait. There was no response to this email or any further ones at this address.

On April 14, I wrote to recovery@bcgame.com

On April 14, I received a response where I was again asked to fill out a questionnaire, this time with more questions

On the same day, I answered all the questions and sent an email

On April 15, I received a response that my account was closed (there is more than $20,000 on the account)

On April 15, I clarified what I violated and how I can withdraw the balance. I didn't get an answer.

April 19th I asked these questions again

April 20th I received the same automatic email as April 15th.

I created a ticket in the discord channel, but it was deleted.

I asked a question in the discord channel clarifying the situation, but the message was deleted.

I played poker from the account and won about $10,000 there, I also bet on MMA (no more than 20 bets) and played a little in the casino. Before that I made a couple of cashouts and deposits, there were no problems.

I didn't violate any rules. I am ready for video verification at any time.

I am attaching screenshots of emails (except for my completed forms, because they contain personal data)

I want to clarify that in the opinion of BC.Game I violated, why am I not receiving an answer, and how can I withdraw my balance?

Dear TOP_reg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that the casino didn't specify which rule you had breached?
• Could you please advise if you provided any documents to verify your identity? Have they all been approved?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello! Thanks a lot for the quick reply.

The casino did not specify which rule they thought I had violated. 

I went through full verification before the account was closed, made several deposits and cashouts. 

After that, identity verification was not required.

After closing my account, I received a request to fill out a questionnaire (screenshot "Apr 14").

I am attaching my reply email in the screenshot "Apr 14 2", there I answered all the questions and attached the requested screenshots with my deposits and cashouts from the crypto wallet.

I have accumulated the amount in my account without an active bonus. I played poker and made some successful sports bets.

Sincerely, Pavel.

Hello,

This account was fixed after the provider checked.

Best Regards

BC.GAME

Logged into account

When trying to withdraw funds, the account was blocked again, asked to fill out the same form that I filled out 2 times before

1. Username BCGame

2. Registered email address

3. One transaction to replenish the account (TXID)

4. Frequently used IP address

5. Frequently used device

Filled out for the third time, waiting for an answer

Please do not close the topic.

Hello everyone,

Thank you both for your replies.

TOP_reg, please keep me informed about any further developments.

Hello everyone,

Sent an email a week ago, haven't received any response yet

Thank you very much, TOP_reg, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear TOP_reg,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear BC.Game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 TOP_reg,

I have tried to contact the casino representative outside of the complaint thread one more time. Let's hope they will respond here as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Stefan, hello.

Today I received an email that the account has been restored. I have already withdrawn the money. I really appreciate your help!

Dear TOP_reg,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru