BC.Game Casino - Player faces issues with bonus and account access.

When I visited the BC Game website, logged in, and created an account, the first thing I did was contact support to ask if I needed to complete any KYC or similar process right away, to avoid any issues with bonuses later. I also inquired about potential bonuses, such as whether they offered a KYC bonus or a deposit bonus. Additionally, I asked about the spin feature. After creating my account, I received a spin, and when I used it, I won 5 BC Coins. However, instead of receiving the reward, I got a notification saying that the spin prize could not be credited to my account because someone had already created an account using my device ID or IP address.

This message was unclear—it didn’t confirm whether the previous login was actually me or someone else. It could have been one of my friends who, by clicking on one of their promotions, ended up on their site using my IP address. That’s why I was trying to complete the KYC process, to prove my identity and avoid any further issues.

A bigger issue arose when I tried to claim the advertised deposit bonus. When I visited the deposit section, it said I would receive a 180% bonus on my first deposit if I deposited more than $10, in any currency. After selecting my amount, which converted to the required minimum of $10, I completed the deposit. However, I didn’t receive the bonus immediately. Instead, I got a notification saying that my deposit was locked in a vault, and from what I could understand, I needed to wager the amount to unlock it.

I proceeded with the wagering requirements using my $10. I entered one of the games, played, and lost the entire amount. Even after that, the bonus remained inaccessible, and I never received it. I reached out to support again, and when I mentioned Casino Guru, they escalated the issue to a supervisor. I waited for around 20 minutes, and just before I was about to leave, I notified them that I could wait only 5 more minutes. Unfortunately, no one responded, and I didn’t receive any further assistance.

It wasn't BC Japan, I'm using VPN. It was a BC.game.

Dear Kpioudyvgtac,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I want to ensure we can assist you as effectively as possible, so I have a few follow-up questions that may help us better understand your case.

Have you ever created or opened any accounts with BC.Game Casino before? Additionally, is there any possibility that someone from your household could have created an account there? Sometimes, friends or family members might use the same device, like a mobile phone, tablet, or PC, to create their own accounts—do you think this might have happened in your case?

Could you also provide the link to the bonus you were hoping to activate and play with? If it’s easier, feel free to send us a screenshot of the bonus offer along with the Terms and Conditions for that bonus.

Lastly, have you successfully completed the full KYC (Know Your Customer) verification process, or have you submitted any identity documents to the casino yet?

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

Best regards

Veronika

 1. Correction of Residency Information

 • I am a resident of Serbia, not Japan. The assertion that I utilized a VPN or proxy service to register or access your platform is incorrect. I did not employ such tools at any point during my registration or gameplay.

 2. Privacy Preferences on Casino Guru

 • I value my privacy and prefer not to display personal information, including my country’s flag, on my profile at Casino Guru. For this reason, I have opted to use a VPN exclusively on that site. This decision is unrelated to any activity on your platform.

 3. Wagering Requirements

 • The claim that I fulfilled the wagering requirement is inaccurate. It was not feasible for me to meet the wagering criteria with the small deposit I made. I request that this information be amended to reflect the actual circumstances.

 4. Previous Account Allegation

 • I have reiterated several times that I have never created another account on your platform. Although I do not know how long your site has existed, over the past seven years, many friends have visited my home, and it is possible that someone may have accessed your site at some point using my internet connection.

 • As I previously mentioned, I am more than willing to complete KYC verification to obtain the bonus and prove that there are no other accounts associated with my information. However, your support team informed me that KYC verification is unnecessary at this time and that I would be contacted if it becomes required.

5. Spin Screenshot and Availability

 • I currently do not possess a screenshot of the spin that was referenced. However, I am prepared to provide both a link and screenshot of the spin at any moment, as it remains available for me to use repeatedly. I am refraining from accessing your site further at this time.

 • I recommend that you thoroughly review the transcript of our conversation with your support team. Please rest assured that I will promptly correct any inaccuracies in your findings, as I have already taken screenshots of the conversation for my records.

I trust that these clarifications will be reflected accurately in your records moving forward. Should you have any further questions or require additional documentation, I remain at your disposal.

Addition to the previous message

I would also like to add that I unintentionally opened both a thread and a ticket. I was unfamiliar with how the Casino Guru platform operates, which led me to provide more detailed information in the thread than I did here. It would be beneficial if those additional details from the thread are taken into consideration as well.

Thank you for the additional information.

Just to clarify, the 5 BC Coins bonus you won was from a free spin, not a deposit bonus, correct?

Regarding the other $10 bonus you wanted to use, I still have not received any link or screenshot confirming this bonus. Could you please send it to me?

Additionally, please forward all relevant communication between you and the casino's customer support regarding your issues to my email at veronika.l@casino.guru.

Are you still able to access your casino account? Do you currently have an active balance in your account?

Dear Kpioudyvgtac,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.