The player from Belgium was unable to log in due to an account verification error despite already being verified. After contacting support and providing the requested information, he did not receive a response for over a week. The casino provided evidence that the account was blocked due to a breach of terms in sports betting and slots. We concluded that we could not assist further as the issue was related to sports betting, which was outside our expertise. The player was advised to seek resolution through specialized sports betting complaint platforms.
BC.Game Casino - Player’s account verification remains unresolved.
Amount: 4,375 ₮
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 closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
When i try to login i get a error saying account verification required. My account is already verified.
i contacted support they told me to mail them i mailed them with the info they requested i would get a reaction within 1 week. It is being 1week now and no answer received.
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2 months ago
Dear papizinci,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Did the casino inform you your account is blocked due to verification-related reasons?
- Which documents have you already submitted to the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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,
Tomas
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2 months ago
this is the reaction i got from them, i havent done anything wrong and they arent giving a clear reason, its okay if i am not able to play anymore just give me my money back.
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2 months ago
Thank you very much, papizinci, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello papizinci,
I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite BC.Game Casino to join the conversation.
Dear BC.Game Casino,
We kindly request that you provide us with all relevant details, along with any evidence, regarding the player's involvement in the prohibited techniques as outlined in the email they received.
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2 months ago
i just had 300$ bonus from them thats it. My money is earned from betting on sports. Yes i played on casino too but that is not always my money is just earned from sports you need to check better. The money i have deposited is more then i have withdrawed. So i dont understand why they keeping my balance i have just 300$ from them as bonus if they want they can keep it and release my remaining balance. Because the money is played on games without any techniques. They can show history how much i lost on sports and earned.
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Hi,
The user has been blocked for breach in the terms of conditions for sports betting and slots. We have already provided the necessary details to Michal, and also our email team has informed the user with the breach information.
Best Regards
Panda
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2 months ago
Thank you for your messages and the provided evidence, BC. Game team.
Dear papizinci,
Although I can understand your frustration, unfortunately, we have received evidence from the casino team that your complaint was purely sports betting-related. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.
We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino Guru
