The player from Russia had his account blocked without further explanation, seemingly due to not passing the KYC process. The casino team later informed us the player's account was unlocked, without further explaining the circumstances. The complaint was closed as 'Resolved' after the player confirmed the issue was in fact resolved.
BC.Game Casino - Player’s account has been blocked.
Amount: 762 ₮
BC.Game Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
BC.Game Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I placed a bet and she won. I wanted to withdraw my money. and my account was closed. I couldn't even enter it. I was told to email in the chat. I wrote to them, provided all the documents, filled out kyc, even sent a video. and today they answer me that my account has been blocked without a refund, any funds. help me solve this problem. I provided all the documents that they asked me.
Automatic translation:
Public
Public
2 years ago
Dear dinar,
Thank you very much for submitting your complaint and forwarding all the relevant communication. 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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
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
Public
Public
2 years ago
Translation
Registered about a week ago. I placed only one bet, in the sports section. and lost about 120 usdt in baccarat. I didn't use any bonuses. I think that I passed the account verification successfully. because I sent them everything they asked for
Automatic translation:
Public
Public
2 years ago
Thank you, dinar, for your reply. Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino directly?
Public
Public
2 years ago
Thank you very much, dinar, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.
Public
Public
2 years ago
Dean dinar,
I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.
I would like to invite the representatives of BC.Game Casino to join this conversation.
Dear casino team,
Can you please specify the reason why dinar didn’t pass the identity verification process and advise if further action is required?
Public
Public
2 years ago
Hi Dinar,
We've looked into your account (Player ID: D*** | Player e-mail: l***@yandex.ru) and there's no restrictions on your account. Please check and confirm.
Warm Regards
BC.GAME
Public
Public
2 years ago
Translation
Indeed, you unblocked my account. thanks for that. And many thanks to the specialists of Casino Guru. the problem is solved
Automatic translation:
Public
Public
2 years ago
Thank you, BC.Game Casino team, for the reply. We’re glad to hear the good news!
And dinar, thank you for the confirmation and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
