BC.Game Casino - Player is locked out of their account.

Dear Bc Casino, I have been enjoying playing on your website for the last few months but I cant access to my account anymore even with the resetting password it doesn't work.

I want to continue playing but i am not allowed to reenter the website, how can we deal it?

Dear erwin96,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BC.Game Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate?

• Since when is your account unavailable?
• Did you contact the casino regarding this matter, if yes, what was their response?
• Dou you have any remaining balance on your casino account?

I will be waiting for your reply patiently.

Best regards,

Nick

Hello,

Have you connected with our email support regarding this? If not, then please email to support@bc.game first, then we will be able to assist you further. Please email from the registered email address.

Best Regards

Panda - BC.GAME

Hi,

I have been unable to connect to my account for 3 to 4 weeks maybe. I didn't change my password and it says login or password wrong. Then I tried to reset my password but I don't receive the reset password email.

I did contact BC game using the support email. First reply was kind of a generic email. So I replied with all the details of my situation asking if my account was blocked or something. A week later or so, they replied saying my account was fine but with no solution on how to have access to my account.

I don't really understand what the issue can be.

I still have a 4 figure amount in the account.

I also have the 2FA in case it could be of help.

I really would like to be able to use the account again

Dear erwin96,

Can you advise whether you have any remaining real money balance on your casino account or not?

If possible, please forward the communication between you and the casino to nikolas.b@caisno.guru for further review.

Best regards,

Nick

I forwarded you the emails exchange as requested.

hoep you can help

Hello,

Please email us at support@bc.game again with the KYC details. We will assist you further upon successful verification of your details.

Best Regards

Panda - BC.GAME

Hello Panda at BC game,

Can you tell me which Kyc details do you need from me and I will gladly give them to you.

Dear erwin96,

Did you contact the casino on their e-mail address as they recommended?

If yes, can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi, I did contact bc game 8 days ago and still waiting for their reply; i forwarded you the email

Dear BC.Game Casino,

Could you kindly provide an update on the status of the player's verification? Additionally, have you clearly specified which documents are required from the player?

Best regards,

Nick

hi,

i have now completed the full verifications kyc as requested by BC game and sent a proof of deposit that i made.

I now hope BC.game will find a way for me to get access to my account/funds since I completed all their requests.

Dear BC.Game Casino,

Could you kindly provide an update on the status of the player's complaint since the verification has been successful?

Looking forward to your response.

Regards,

Nick

Hello,

Unfortunately, it seems like the user is from a restricted place, so we will not be able to provide the services to the user according to our license requirements. User can provide their crypto address via the same email and here as well for the refund of their balance.

Best Regards,

Panda - BC.GAME

hi,

Please refund the usdc/usdt balances to my solana address EvfSXMq8E9mzkKHicjw1rHAm8ZqEuovRThgEFqYMKj1n

can you let us know when it is done?

hI Panda from BC GAME,

your colleague Chloe doesnt seem to be aware of your message since she just asked me an extra proof of deposit. i just did sent her screenshots of my wallet sending money to bc game but it wasnt mentionned in your message.

Anywy, It would be great if the situation can be finally fixed soon.

Dear BC.Game Casino,

Is there any update regarding the player's refund request? Has it been processed already or does the player need to provide any additional information?

Looking forward to your response.

Regards,

Nick

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Now, BC game is asking for a proof of deposit from october 1st 2024.

i cannot get access to my account from at least august 2024.

How would i be able to deposit money and why would i deposit money?

it doesnt make any sense?

to summarize the situation:

i followed why bc game asked for to get access to my account/ fund

i did send my id for proof of identity

bc.game agreed to send money back after i send my wallett address

i sent my wallet address

BC.game doesnt send the remaining balance but sks for a proof of deposit

i sent details of it

bc.game asks for a proof of deposit from october 1st 2024 which i never did since i cant have access to my account!

I cannot say BC.game is treating fairly a supposedly VIP customer.

Dear erwin96,

I hope this message finds you well.

Please note that the casino is not requesting your deposit history from your casino account but from your payment provider. Kindly provide this information to them as soon as possible to facilitate the processing of your refund.

Additionally, please forward the communication from the casino where they confirmed their agreement to refund your deposit. This will help expedite the process.

We look forward to your prompt response.

Best regards,

Nick

Dear erwin96,

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.