BC.Game Casino - Player’s account was blocked.

Good afternoon, my level 38 account was hacked. I contacted support, and they told me that my account had no problems. I had to investigate on my own to prove that my account had indeed been hacked, and now they don't want to return it to me just because I don't have a proof of address document in my name. I don't think there's anything wrong with being poor and not being able to buy a house or have a phone service, since all services are in the name of the house owner. I sent them one with my father's name since he is the owner, and they blocked my account, in addition to expelling me from their social networks just for informing them about what was happening with my account. I believe that the account hacking is quite suspicious since they expelled me from their social networks.

Dear gudeliamondragon64,

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. 

• Do I understand correctly your account has been blocked due to failed verification?
• Are you able to supply a document confirming your residential address issued by your municipality?
• Was there any balance on your account you wished to cash out before your account has been blocked?
• Could you please share your communication with the casino support? Send emails or chat transcripts to my email at tomas@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,

Tomas

Ok, look, I just want my account and all the bonuses that I lost during its blocking or that they refund me all the deposits that I have spent on the account because their great team, when I wanted to complain, expelled me from social networks and they blocked me in the images you can see clearly how his team ignores me

I sent my documents but it says that I am not the owner and it rejects the verification and I don't think they want more proof that the account is mine. I can send proof of all the deposits that I have made to the account so that they can compare the time and date with those of the game and from what I see, their security as well as their team are not that good

Furthermore, my account was blocked because I asked for it since a hacker had stolen my account, which the support people did not believe and told me that my account was fine. I had to show them that the account had been stolen from me, just like I'm going to show you that it's mine and that your team expelled me from their social networks when I wanted to ask for reports on how to solve it. I don't know what the hell the hacker did to my account but I can't verify with my official documents what he had already done in the past and now it doesn't accept them and I hope you don't think I'm lying to you about the hacker

Hello,

Please provide valid email or UID so we can check and assist you. Also I noticed some kind of bot link in your screenshots above which is not official or related to BC.GAME so please provide more information on that.

Best Regards

Panda

Bc games you stole my account after a hacker stole it and I don't know what he did to my account. The support contact tells me that the verification data I sent is from another account and not from my account which I am claiming but It doesn't matter, it is clear to me that there is no hacker, but bc he is the one who steals the accounts and even more so when they have this amount of junk casino money and to think that I deposited so much money in a scam casino

Dear Panda from BC.Game team,

could you please give us an overview of the situation from your point of view? What was the reason for blocking the player's account?

Were any funds withheld?

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.

Dear gudeliamondragon64,

I spoke with the casino representative in a private conversation and he assured me their team is working on a solution to restore your account.

Since we believe the true nefarious party is not the casino but the perpetrator of the scam, we can't penalize the casino. Since your account was presumably closed without any withdrawable balance we'll close the complaint as rejected. I hope similar issues avoid you in the future. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.