BC.Game Casino - Player is experiencing difficulties accessing her account.

Signed up and registered with BC.Game. deposited $10 worth of bitcoin to get started.

When I tried to actually play, I kept getting an error message saying the site doesn't support where I live.

Funny how that didn't pop up when I was depositing. Now I can't withdraw my initial deposit because my "account isn't supported in my region".

I tried to contact them but they want a transaction number for the failed withdraw.

I cant even get that far in the process.

I'd like for them to either allow me to play or withdraw my initial deposit.

Dear TBdiv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

"3. Restricted Territories

3.1. Blacklisted Territories: China, Netherlands, Dutch Caribbean Islands, Curacao, France, United States and/or any other restricted by law country or state. Note that it is strictly forbidden to play on BC.GAME games in blacklisted countries mentioned above.your personal data for the purpose of executing their duties and providing you with the best possible assistance and service. You hereby consent to such disclosures."

Since there is no possibility to register an account from a restricted country (see the screenshot below), as the IP address is blocked automatically, could you please advise if you used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

No, absolutely did not use a VPN. I'm surprised they allowed the deposit if my ip address was clearly from a restricted area. I would just like my deposit back.

If the US is blacklisted, then why does it say they accept players from Pennsylvania?

Pretty sure I set up my account through a 3rd party link similar to this site. Wondering if this is a common thing for them.

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

Hello TBdiv,

I will assist you with the complaint from now on. I familiarized myself with the situation and I will do my best to help you. First, I will contact the casino representative in order to ask them whether it's possible to enable you to play or to return your deposit.

BC.Game Casino,

Could you assist TBdiv with her issue? How can she continue to play or request a refund of her deposit?

Hello TBdiv,

Could you check the login information for the casino account? Do you have a confirmation email from the casino, that the account has been created?

Email sent

Thank you for your time and help

I never heard a reply from BC.Game

Hello all,

thanks for the reply to the BC.Game Casino team.

TBdiv,

Did you receive a reply from the casino since your last message? Were they able to arrange a refund?

Hi Tomas,

Yes, they sent an email and are requesting several screen shots. I'm wondering if they can't find my account. Otherwise, I'm not sure why they need all of that.

I'll send the info over and update if and when I hear something back.

Thank you for your help with this.

Hello,

I can confirm the refund has been issued to the player.

Best wishes,

BC.GAME

Thanks for the reply to BC.Game Casino.

TBdiv,

Let us know when the refund reaches you. Much appreciated!

I did receive the refund back to my account, and I appreciate both Casino Guru and BC.Game for their help!

I did receive the refund back to my account and appreciate both Casino Guru and BC.Game for their time and help in the matter. Thank you!

Dear TBdiv,

I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.