The player from Cuba faced issues with the reactivation of his BC.GAME casino account, which had restricted functions such as withdrawals. He had initially created an account that was put at risk status after meeting rollover requirements. Forced to create a new account, he then found it restricted due to KYC complications, as the KYC process had previously been completed for the first account. He requested the transfer of KYC from the risk account to his active one. The issue was not resolved as the creation of multiple accounts breached the casino's terms, leading to potential permanent restrictions and forfeiture of funds.
BC.Game Casino - Player’s account functions restricted due to KYC issues.
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I am writing to file a complaint regarding the reinstatement and reactivation of my account in all its functions such as withdrawals, tips, deposits, etc. However, I am required to complete the KYC process, and this is where the problem begins. I will explain everything in detail. I created an account on BC.GAME casino on March 31, 2021, which was verified via email, phone, and had 2FA (two-factor authentication) activated. However, here's where the issues started.
Before this account, I had registered another one using the email cohoyma1985@gmail.com and completed the basic KYC with identification documents and facial recognition. This account was put at risk status when I met the rollover requirement for a no-deposit bonus of approximately 1200 TRX. I claimed my winnings but received no response from support, forcing me to create a new account, which is a violation caused by their own unjust actions of putting my account at risk. Five days ago, functions on my account created on March 31, 2021, using the email lic.reynaldovaleragonzalez@gmail.com were limited, specifically, withdrawals and KYC processes, which is unfair since I only encountered this problem due to their support's actions. This time, after winning about $90 in BRL (Brazilian currency), withdrawals have been restricted again. My gameplay is primarily with crypto, so the currency is not a concern.
I have explained the situation up to this point. They are now telling me that KYC will not be approved for the account associated with lic.reynaldovaleragonzalez@gmail.com because it has already been approved for the cohoyma1985@gmail.com account. I understand that one cannot have multiple accounts in the casino, but if the other account is at risk —which they themselves caused without giving any convincing explanation while I was following the no-deposit bonus rules— they should transfer the KYC from the account at risk to my active account. As it stands, I have no access to the blocked account. I am simply asking them to delete the account at risk and allow the proper KYC for my current account, preventing further issues that their poor support and communication are causing. Resolving my issue is straightforward—just transfer the KYC from the account at risk to my active account.
I want to emphasize that I fell into the multi-accounting situation because they put my original account at risk and did not respond to my claims, even though I had met their requirements precisely. Attached are my documents for KYC to prove my original ownership. Take note that I am renouncing any funds in the account at risk to have my current account active. My casino BC ID is 2538562.
This ID is from the account they put at risk to avoid paying my winnings after I met their requirements, and they restricted my access without any valid excuses or concrete evidence. They claim that this account is authorized to use my KYC ID 20396885 but have restricted my access to it. My question is, why do they create such problems for users who come to play freely and securely? This is my second complaint to BC; the first was about a deposit, and now it is due to account issues. I hope they understand and resolve this misunderstanding promptly.
I only want the KYC to be transferred from ID 20396885 to my longstanding account ID 2538562 and to have all functions enabled. I will attach all relevant documentation to prove that I am the original owner of this account.
Automatic translation:
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3 months ago
Hello Reynaldovg2023,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if both of your accounts are fully verified? Do you have any kind of balance on any of the accounts? When was the last time you spoke to the casino and what was it about?
Please note that creating multiple accounts is strictly forbidden in every single online casino and data transfer is not possible at all and the casino can now block you forever and confiscate any balance.
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Only the one they put at risk has approved basic KYC, I want to do advanced KYC for the one I use and remove the KYC from the one that is at risk. The one with funds is the one they put at risk, it has no funds but it is the one I want to keep since I have adapted to playing with it and I have friends in the chat who know me through it. And I would lose access to my friends' chat and contacts. I'm not interested in the funds, I just want to transfer the KYC.
I just want you to transfer kyc from this account ID 20396885 to my lifelong account which is this ID 2538562.
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3 months ago
Hello Reynaldovg2023,
I'm sorry but we can't further assist you with such request as you breached the casino terms by creating multiple accounts and they are free to do anything they want with your accounts and funds from now on.
Please keep in mind that you can never own more than 1 account in any online casino.
Wish you best luck resolving it.
Regards,
Nick
