BC.Game Casino - La cuenta del jugador ha sido cerrada, bloqueándose sus ganancias.

Hi, I received an exclusive bonus on my account. They required almost $2500 in wagering, which I did. I received $124 USD in winnings. I proceeded to withdraw, but the money never arrived. When I contacted support, they told me my account was permanently blocked due to terms and conditions. I think this is a lie because I played legally and won legitimately.

I've attached screenshots showing the wager money before the withdrawal, and the first image says my account was temporarily blocked.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play with your exclusive bonus?
• Has the casino specified the reason for blocking your account?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for verification?

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

What types of games did you play with your exclusive bonus?

Play the original casino games

Has the casino specified the reason for blocking your account?

According to them, the block is due to terms and conditions, which they never told me what they were.

Have you completed the KYC verification process at this casino, or at least submitted any identity documents for verification?

No

Qué tipos de juegos jugaste con tu bono exclusivo?

Jugue los juegos originales del casino

¿El casino ha especificado el motivo del bloqueo de su cuenta?

Según ellos el bloqueo es por términos y condiciones lo cual nunca me dijeron que era

¿Ha pasado la verificación KYC completa en este casino, o al menos ha enviado algún documento de identidad para su verificación?

No

Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your cooperation.

I received nothing from the casino after my account was closed, which I mentioned earlier was because I contacted support through the casino's website.

Dear yuditmar,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved".

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of BC.Game Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino representative sent us the following message:

Dear Veronika,

We kindly request that this thread be reopened, as we are now in a position to proceed with a final resolution.

A specialized internal audit has been conducted regarding the player’s claims, and we are prepared to provide a transparent clarification of our current findings.

We appreciate your patience and the opportunity to resolve this matter effectively.

Dear yuditmar,

We are pleased to inform you that we have conducted another internal review of your account. Following a comprehensive team evaluation, your account has now been reinstated.

We will continue to optimize our service policies and procedures to ensure the best possible user experience.

Should you require any further assistance, please feel free to contact us at any time.

Martin

Dear yuditmar,

Can you please confirm that your account is now open again? Have you been informed about the status of your winnings?

Dear yuditmar,

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,
Veronika
Casino.Guru