The player from Romania had their account locked by BC Game and faced multiple KYC verification failures, along with issues accessing their account due to 2FA problems. The casino labeled the player as a high-risk user, which resulted in the locking of their funds. The issue was resolved after the player confirmed that the verification process had been completed successfully. The Complaints Team marked the complaint as 'resolved' in their system.
BC.Game Casino - Player's account has been closed with funds locked.
Amount: 1,450 USDC
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
4 weeks ago
Public
Public
1 month ago
Bc game locked my account! After that sended me a sumsub link for kyc! With no reason kyc failed! After fail they asked me for few transactions! Sended! Account unlocked! When tryed to login 2fa not work! They sended me again a sumsub link for kyc! Again fail! Afterr all of this they say i am high-risk user! My funds now locked in account! I can prove everything to show i am the owner of account!
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Public
1 month ago
Hello gabiburzo,
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 since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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Public
4 weeks ago
Dear gabiburzo,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
