BC.Game Casino - Player's account has been closed without explanation.

more than 1 year I play in BC Game, total withdrawal almost $ 10,000.

although I am a small player with VIP30 level. so far never experienced any serious problems. from the highest withdrawal of $ 3000 BC Game asked for KYC verification and I have verified KYC Identity and running for more than 1 year no problem. until the last I made a deposit of $ 10 and got more than $ 3500 in April. after that I no longer make deposits only follow the bonus program that is given every 6 hours with VIP30 level only getting $ 0.1 and also I often follow shitlink and global challenges, team challenges with prizes of $ 9.

until yesterday after I made a claim for a 6-hour bonus of $ 0.1 and in the original game from BC Game I managed to double it to $ 7 and from the bonus of $ 9 from the team challenge. from there it started to happen strangeness where to be able to make a withdrawal must bet $ 9 (rollover) but even though I had bet more than $ 29 the rollover did not work until finally I asked about this problem to their support they said to wait because BC Game at that time there were many BUG errors. after the rollover was completed my balance was only $ 20 I made a withdrawal and suddenly the account was locked could not make a withdrawal required to contact support. after I contacted support they told me to do advanced KYC and at that time I had sent the document and it was successfully verified but the account still could not make a withdrawal from the BC Game support team they told me to wait 24 hours so that the withdrawal could run again as usual. but after more than 24 hours I opened the account suddenly the account logged out itself and was blocked. really did block after receiving advanced KYC and without any details of the problem mentioned. I contacted support but there was no clear response. oh yes during the withdrawal freeze I played pragmatic slots from a balance of $ 20 to $ 40. until now BC Game has not responded about my account

Hello BanyMetal,

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

Thank you for your response. The problem occurred on Thursday 31 October 2024. At that time there was a bug where the $9 rollover bonus from the results of the team challenge didn't work even though I had bet more than $20 and at the same time BC Game also had an error where I couldn't share the betting results. all error betting history. At that time I contacted the support team to report that the rollover was not working, after more than 1 hour the rollover was complete at that time I made a withdrawal of $40. but it turns out that the account is frozen and no tips or withdrawals can be made. after that I contacted support again about the withdrawal problem from the support team telling me to carry out Advanced KYC verification and at that time I sent advanced KYC and everything was approved on the same day. I even received an email notification that the advanced KYC status was approved. After waiting several hours the withdrawal was still not open and I contacted the support team they told me to wait 24 hours and all problems would be resolved. but after more than 24 hours, precisely November 1, 2024, I couldn't log in to my account because the account was frozen (Risk). and no email notification. I even contacted the support team but there was no clear answer as to why my account was frozen? Before my account was frozen, I took a screenshot of my account as proof.

Hello BanyMetal,

Would it be possible to forward the mentioned evidence and the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

Thank You soon I will send him all the proof.

Thank you BanyMetal for all the information provided. As we need further information from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick