BC.Game Casino - Player is blocked after age misunderstanding.

Hello! I am a recent player at BC GAME casino. I came in on the recommendation of a streamer who promised quick withdrawals and no KYC for playing. Today I faced an issue: my friend had explained this whole world to me, as I had no previous experience with casinos. I wanted to clarify if it was legal for him to participate in games being only 17 years old. The operators interpreted this question as if I asked it personally, and they blocked my plus account with my winnings.

The operators requested me to write a letter to their email. After sending it and replying to the first letter, no more than three minutes had passed. The relevant material is attached in the media.

As they claim, I am underage. However, upon my argument that I had turned 18 and am ready for verification, they stopped responding to my emails. The support team simply started excluding me from the conversation, and that was the end of it.

When I tried to log in to verify my identity, nothing happens. I initially registered through WalletConnect.

The money I deposited was transferred via an exchange (Bybit), where I registered, providing my documents. I will also attach this material along with the deposit information.

At present, I'll resend the email, attaching all the necessary information and my documents. You may also take a look at the attached tab.

I request you to resolve this situation. The money involved is extremely important to me and I thank you for your understanding.

I have written them from two email addresses - the first one at the time of the block, after receiving a standard message they stopped replying. I wrote from a second email, the result was the same - they are not being cooperative, they do not allow me to go through verification. I've attached tabs with a letter where I wanted to go through verification. They are giving me no chance to verify.

Dear valino2,

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.

• Could you please clarify how old you were when you opened your casino account?
• When did you open your casino account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear valino2,

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.

Hi,

The user was asked for advanced KYC a while ago, but they have failed to update that, and we are unable to unlock this account if the user is unable to prove that they are 18 years old. I have attached their chat with our CS for your reference, where the user stated they are 17 years old, and upon that, our team acted quickly and locked the account for KYC.

Best Regards

PANDA - BC.GAME

Thank you very much, BC.Game Casino Team, for your reply and supporting evidence.

Dear valino2,

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.