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

They've blocked my account. I also completed KYC. They tell me I've violated the terms and conditions, but they don't tell me what or why. I had about $2,300 and they let me log in to the account. I only had $1,000, which is what they let me withdraw. They immediately blocked the account again, and I can't access it.

Me han bloqueado la cuenta, hice el KYC tambien. Me dicen que he infringido los terminos y condiciones pero no me dicen el que y porque. Tenia unos 2300$ y me han dejado iniciar sesion en la cuenta y tenia solo 1000$ que ha sido lo que me han dejado retirar. Acto seguido han bloqueado de nuevo la cuenta y no puedo acceder

Dear nsapuestas0124,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you more effectively, could you please provide some additional information?

• When did you receive the notification that your account was blocked?
• What specific terms and conditions are you accused of violating?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

When did you receive the notification that your account was blocked?

I realized when I went to withdraw and it was blocked, it didn't let me bet either, only casino

What specific terms and conditions are you accused of violating?

they do not specify it

What kind of games did you play? Slots, live casino, or sports betting?

live casino and sports betting

Did you accumulate your winnings with or without a bonus?

without bonus

Cuándo recibiste la notificación de que tu cuenta estaba bloqueada?

me di cuenta cuando fui a retirar y me salía bloqueado, tampoco me dejaba apostar, solo casino

¿Qué términos y condiciones específicos se le acusa de violar?

no lo especifican

¿A qué tipo de juegos jugabas? ¿Tragamonedas, casino en vivo o apuestas deportivas?

casino en vivo y apuestas deportivas

¿Acumulaste tus ganancias con o sin bono?

sin bono

Have you contacted customer support after you found out your account was blocked?

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Kindly note that without any information from your side, we won't be able to pursue the investigation and request the casino to participate in the resolution of your case.

You already have it in your email

Ya lo tienes en tu correo

Thank you for your email. Could you please specify why the casino initially agreed to refund you the amount of money you had in your account? Was it before your account was blocked, or after?

Which live casino games did you play?

Have you received any successful withdrawals from this casino before?

They agreed to refund me but when I logged in I only saw the money i did deposit not my real saldo which was around 2300$.

i played sport bets and live roulette.

this was the only time I withdrew as my account was blocked and I couldn’t place any bet anymore, not even 1$.

Thank you very much, nsapuestas0124, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you nsapuestas0124 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank 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.

Hello,

The user has been abusing the sportsbook and has been locked by the provider. The user has already withdrawn their principal amount, and we have permanently closed their account due to this breach.

Best Regards

BC.GAME

Dear nsapuestas0124, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter