BC.Game Casino - Player’s account has been blocked.

BC.GAME has played with me quite a lot. From glitching balances to slow support, BC.GAME has finally cursed me.

After not logging in for a while, one day, I decided to come back to BC.GAME. Upon logging in, I learned that my account had it's password changed, 2FA removed (because BC.GAME sends your 2FA keys in PLAIN TEXT in your EMAIL), and account banned.

I had a high level, wagering around $50k in one year. I had gone through slow support who didn't care at all, redirecting me to a support email which would take over a week to respond and unlock my account.

Their support remains not helpful, and I have not received a response after 3 days of waiting. This is completely unacceptable for the amount of money going through this casino. Their support is unresponsive, and they simply don't care about player security.

Dear aliensatoshi,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please? Are there any funds being held by the casino?

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

Petronela,

I registerred my account around a year ago (I don't know the exact date, as I have no access to my account). I completed their KYC process fully, but they never accepted or denied it, it has stayed that way for around 4 months or so. I have played slots maybe once or twice, where around 25% of my bets are on their sportsbook, and 75% on live casino games on Evolution. Winnings were always accumulated from crypto deposits (all of their bonus funds were lost in bets). The casino is not holding any funds at this time.

Thanks!

Thank you very much, aliensatoshi, for the clarification.

We regret to inform you that the casino cannot be held responsible for the closure of your account. It is within their rights to restrict or terminate player accounts based on suspicion of irregular play or other questionable activities, or even without any specific reason.

If the casino has already paid out all your winnings and no funds are being withheld, unfortunately, we are unable to assist you further.

If there is any additional information that you would like to provide, please do so. However, we may not be able to proceed with your complaint as it may be considered unjustified. We appreciate your understanding in this matter and thank you in advance for your response.

The casino isn't responsible for account security? The whole issue is someone taking access to my account and messing with multiple of the accounts. Apart from BC.GAME, I've lost ~3k CAD on casino accounts that don't mean much to me. I played on BC.GAME and would like to continue playing with my secured account at my current level.

It makes no sense why they aren't responsible for recovering my account. It's been over a week and they continue to be silent. Also, to mention, they didn't cashout any funds for me, I had no money in the account.

They didn't terminate my account under suspicion, I had seen history of a chat made requesting closure for underage usage. I would also like to point out they clearly don't care about processing the KYC I submitted months ago, which most likely would have made this process much easier.

I acknowledge that you have informed us that your password has been changed without your consent. However, please understand that investigating how someone else may have gained access to your account is not within our expertise. Cybercrime is a complex issue that requires specialized knowledge and resources beyond our scope.

Additionally, if the casino does not hold any of your funds, we regret to inform you that we cannot proceed with a follow-up on this complaint.

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.