BC.Game Casino - La cuenta del jugador ha sido cerrada y las ganancias desaparecieron.

Hello,

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 provide evidence that the casino vip manager advised you to create a second account?
• Did the manager explain why there was only 750 USD left on your original account?
• Were you informed about the reason why your account was 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 with me your communication with the casino regarding the issue, including the casino's responses and the communication between you and the vip manager as evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Files sent to : tomas@casino.guru

Hello,

It appears that the user has fallen for a scam, as our team would never advise creating a new account or depositing anything. We always share information to help you avoid scams on social media channels. Unfortunately, there is not much we can do in this case, as the amount has already been withdrawn from our site, and we cannot be sure if the user withdrew the balance themselves or if someone else withdrew it.

Best Regards

BC.GAME

Thanks for your reply.

I apologize for not replying sooner. I am sorry about the recent development. Thanks for sharing the email. The email is indeed not sent from casino.guru, as we would never ask you to consider such a solution as acceptable for you.

The phishing attempt you sent me will be analysed so that no further information will leak.

• Have you used the newly created account for gaming activity, or only for depositing money?
• Have you made sure to use only the payment information found in the cashier of the casino?
• Is the money you deposited in your player's account?

Looking forward to your reply.

Dear Norman6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru