The player from Italy has issues with account access and withdrawals at bc.game. After successfully completing the KYC process for a second account due to not receiving a password reset link for the first account, he now faces KYC verification issues that have blocked his funds of about 3K. Despite submitting the required documents and seeking support, he has received no resolution and is still waiting for a response.
BC.Game Casino - Player's account has been closed and funds blocked.
Amount: €3,178
BC.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
3d 21h 39m 25s
Case summary
2 days ago
Public
Public
4 days ago
Translation
I registered on bc.game in the past and completed the KYC verification successfully, allowing me to deposit, play, and withdraw without any issues. After a period of inactivity, I wanted to access my account again but couldn't remember my credentials. I attempted to reset my password but never received the reset link. I reported this problem to bc.game support but did not receive an initial response. Because of this, I decided to create a new account using a second email and completed the KYC verification under my name, which went smoothly. I deposited, played, and withdrew without problems. After some time, I emailed support to confirm if my second account was okay. They replied that it was approved. Later on, I received an email from support stating that my first account had no issues and that I could reset my password to regain access. I reset my password and this time successfully received the reset link. However, I had already been using my second account, where I have a balance of about 3K. Suddenly, two weeks ago, when I tried to withdraw, they unexpectedly requested KYC verification again. I submitted my documents and everything they requested, but the verification failed, stating I already had an active account. I didn't break any policies as my second account was under my name, and I created it because I initially didn't receive the reset link for my first account. Therefore, I find it unfair that my funds have been blocked. I reported this issue to support, who told me to email support with some information to withdraw the funds from my blocked account. I sent the email but have yet to receive a response. It has been quite some time, and despite my follow-ups, support keeps telling me to wait. How much longer will this go on?
Automatic translation:
Public
Public
3 days ago
Dear DRIMTip,
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.
- Did you accumulate your winnings with or without an active bonus?
- Did you inform the casino that you already had another account when creating the new one?
- Is it correct that you have not received any updates since September 10th?
- Could you please share your communication with the casino regarding the two accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Public
Public
3 days ago
Translation
I shared by sending email to the address you gave me.
I remain available for further clarifications and for a resolution to the problem.
Thank you very much
Automatic translation:
Casino Guru is examining the case
