BC.Game Casino - Player's account was closed due to a violation of the Terms and Conditions.

BC GAME locked my account on 2 june without any reason and after that they told me you have multiple account on our site ....as a loyal player of bc game i used only one account after 15 days they force me to use the word of suicide and after that they take the word as a strong reason to lock my account......

seriously, I was not aware about this.The word suicide is against terms and conditions of BC GAME and i apologise for my mistake from one month but they don't listen to me.

i submit complain here to find resolve my issue.

I also mentioned to the support team that i have some problems.

i have need of this account and my funds.

Thank you

Dear Zubi1122,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. First of all, allow me to ask you a few questions regarding the allegation of multiple accounts.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Have you used any VPN or IP-masking software to access the casino website?

Regarding the issue with you mentioning suicide in chat, I understand that you were frustrated and disappointed. However, the casino's actions were in line with its Terms and Conditions. It's important to recognize that the casino cannot risk allowing a player to continue gambling if they express thoughts of self-harm due to losses; this is a fundamental aspect of responsible gambling policies. Furthermore, the casino reserves the right to select the customers it serves and may close a player's account for any reason, ensuring all rightful winnings are paid out.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No i did not used any vpn

Didn't know

I Think My kyc was failed i did know why.

No there is chance to use same ip address.

Seriously, I was not aware about this.The word suicide is against terms and conditions of BC GAME and i apologise for my mistake from one month but they don't listen to me.I was frustrated that time that is why I mistakenly used the word suicide i apologise for that please I really need the funds for my child's treatment please help me 🙏.

I also mentioned to the support team that i have some problems.

i have need of this account and my funds.

It's my humble request to you please restore my account

mam i was a account i bc game before and that account was hacked by scammers and i contacted customer service they told me you can tranfer your kyc to this account when i transfer kyc they approve it after few days they only suspend my withdrawal when i contacted customer service about it they told me you are not eligible for kyc and rejected my approved kyc.

if this is the legit platform then why they make fun of there players mam i will give you All proofs .

i earn some some here that is why they locked it and given a baseless reasons of locking my account.

and yesterday one of there customer service told me that. ' be advised that your account is not currently locked'.

ma'am please read ut carefully i told customer service to close my previous account permanently that i have a scammer thread in that account . mam i have not taken a single bonus from bc ...

mam i will mail you and i will send you the proof in which situation they locke my account.

please i request Casino Guru Team to resolve my issue

thank you.

mam they will think of player when they loss and give suicidal threat but i have not lose my funds by my own they locked my funds that is why i was frustrated that time and mistakenly i used the word.

Ma'am they locked my account when my child was in critical condition in hospital 😭

He is a cancer patient with stage 3 i also sended All proofs to BC SUPPORT Mail TEAM but they make fun of my child it hurts me the most i am a bc player when i wager when i play when i trust when i choose bc why you punish my little child why i beg for my own money on your platform.

Dear,veronika.

Even they have not given me singel chance to submit my kyc again and suspend my withdraw and after 20-25 days they blocked my account.

ma'am i have withdrawn only 5000inr from this platform.

when i lose they never stop me to deposit funds again. when i recover our little bit loss they blocked my bc Game account.

1:-withdrawal proof of 5000rs only

2:-If they mentioned that we have reserve a cool-off period to a user if i am cool now why they are not restoring my account and releasing my funds.

3:- customer service told me yesterday. be advised that your account is not locked currently

it means they don't want to give me my money and make excuses



i was wrong when i told them i loss here return my funds and then i give suicide threat that is wrong.

i beg for my own funds i have in my BC Game Account

Please look this chat they are not giving me proper clarification now they are telling send another type of email ......they don't want to give me my funds.

Please if they don't want to open my account give my funds.



they reply me now you have given suicidal threat to us.

when they locked my account on 5th june they told me you have violated the terms and condition. when they are enable to give any clarification of this matter after that they make another excuse of suicidal threat.

its my humble request to CASINO GURU Team and Bc Game representative to resolve my issue as soon as possible.

i am waiting for your warm response.

mam today customer support told me the truth that you have to complete verification through link but email support don't want to give me my funds that is why they are giving baseless reasons.

Please see the chat with customer support of Bc Game..

They told me 'Email team must have sent a link to complete a kyc'.

but they are making baseless excuses about releasing my funds and unlocking my account.

i request to CASINO GURU Team to look in this matter as soon as possible i really need funds for my childs treatment.

I am waiting for your response .

Thank you.

DEAR,

Casino Guru Team.

I am waiting for you'r warm response.

DEAR, CASINO GURU TEAM

Today customer support told me that you have self excluded yourself for a specific time..

i have not self excluded. everyday they make new excuses.

i request CASINO GURU TEAM AND BC GAME representative please resolve my issue as soon as possible..

i already told you that i have urgent need of money 🙏



DEAR Veronika,

you told about suicide threat BUT i have not given any suicide threat.i have funds in my account why i will give suicide threat.

if they claim that i have given any suicide threat before locked my account i am wrong.

first they approved my basic kyc verification when i try to withdraw funds they reject my kyc..

i told customer support that i am using an account before but i clicked bot on telegram they claimed that you have a chance to get weakly bonus twice when i submit my login detals they hacked my account .then they wait for my deposite but i contact to customer support that i want to delete my this account permanently they told me you can and they deleted my account then i create new one with the help of customer service i have also all proofs that my account is still permanent deleted .

so i want to tell you what customer support told me i do the same i follow Customer support and i wi tell i a Loyal player of bc game i still want to use .

if they care of player then restore my account.

i will give you All proofs and That i have never told them about Suicide. why i harm myself if i have funds in the GAME ACCOUNT WHY . i have proofs that i beg Customer support email Support from one month please restore my account But they make fun of me fun of a user Fun of a loyal player

IF YOU NEED MORE EVIDENCE I AM HAPPY TO PROVIDE YOU

i request again CASINO GURU TEAM AND BC GAME REPRESENTATIVE please restore my account please

ma'am i don't loss any money in Bc game why i will give suicide threat.i recover my All losses on this account. All 2300000inr was in vault pro. if i don't trust BC GAME then why i transfer my All money in vault pro.

And you mentioned this It's important to recognize that the casino cannot risk allowing a player to continue gambling if they express thoughts of self-harm due to losses; 

'Due to losses'this matter's alot for me if BC GAME claiming that i have given any suicidal threat for losses please Give me evidence.

i am waiting for you'r warm response.

i send you all the documents for identity verification.



1

Mam contacted me through mail and t0d me submit your identity i think this mail.is send by casino GuRU TEAM .....please help me they take my all documents but i have not send him selfie with back side of my document please take an action please .......mam i have send you All conversation with him please check please

Dear Zubi1122,

Please stop adding comments to this thread every day if there is nothing relevant to the case. It does not help the investigation. Quite the opposite, it hinders it.

We need to know exactly what happened in chronological order.

First of all, you mentioned that you had a different account with BC.Game Casino in the past. Could you please specify when exactly you closed this account? Did you play with bonuses, were you verified, and did you make withdrawals from this account?

Do you have any communication with customer support after you found out that your first account was hacked? Do you have any evidence showing that the casino allowed you to create a new account?

Are you currently able to access your BC.Game casino account, or is it blocked?

Please try answering my questions as precisely as possible.

i closed my account permanent with the help of customer service on 06/04/2024

No mam i have not played with any bonus on my verified account.

i don't know i think i withdraw 1 or 2 times

mam i have not any evidence of that but i sent email TO EMAIL TEAM OF bc game and i mentioned there that my account was hacked and they approved my kyc first after 2 days they reject it again.

Ma'am i am not able to access my account its blocked.

i have funds in my account

but i have received mail from BC GAME About my successfull kyc transfer.

Thank you

mam i am not able to get my That chat its 3 months older and also i don't have access to my account

ma'am i am not able to get that chat because it is 3 month older....

i don't have access my account i can find that conversation in chat if i have access to my account

i checked my google photos also but its hard to find that but mam when my account works normally i don't care about that things but i don't know this will happen to me in future .....mam the only reason my account is blocked that i have funds in my account.

DEAR MA'AM VERONIKA,

On 8 june i told EMAIL Support of bc game that i legally surrender myself and closed my account because of scammer threat.On 12 june they reply my email that you'r account has been permanently locked because of suicide threat.



On 17 june i told Email support again that i have not given any suicidal threat why you are making excuses and again i requested them please give me my funds. then they replied On 18 june that you have used prohibited techniques that is why your account has been permanently locked.



They force there player's to harm himself i have sent them atleast 200 emails and in every email i beg them please unlock and release my funds i also requested there customer service from 2 months that please help me out but no one helped me.

i request All to raise a voice against this scam casino. They are doing alot of fraud with player's........

Today on 28th july One player Commits suicide in our state.because this scam casino blocked his account.

i request to All the user All over the world please raise there voice against this scam casino.

Don't promote such a fake casino's.

and i request to the CASINO GURU TEAM please help player's to get aware about these scam casino's...

my child is in hospital in critical condition if BC GAME will not release my funds next will be me.

Thank you.

Dear Zubi1122,

Do I understand correctly that your first account was closed on 06/04/2024? You sent us a screenshot with this date but the reason for closure is stated as "permanent self-exclusion". Did you activate self-exclusion in your first account alone?

Do I understand correctly that your first account was fully verified and you made several successful withdrawals?

Could you please send me the identity documents you sent to the casino from your second account, which were rejected during KYC?

DEAR Veronika,

I already told you that I locked my account permanent with the help of customer service because of scammer threat.

Yes i activate self-exclusion in my first account Alone.

my first account was not fully verified i only done my basic verification in my first account. and yes i made several withdrawal's on that but i was in big loss on my first account.

ma'am let me clear you first. i successfully transfer my basic verification of my first account to this account after that customer service told me to do advance verification on this account i mistakenly upload my fathers electricity bill because i was not able to get my 3 months bank statement that time and then they rejected it i will send you also my 3 month bank statement.

this is the electricity document they reject because its on my fathers name.

i also send you bank statement of 3 months on your email please check

thank you

why BC GAME representative is not giving any response on my complaint in public.....

DEAR CASINO GURU TEAM,

i have not given any suicidal threat on losses and why i harm myself if i have funds in my account.....i am begging and requesting BC GAME EMAIL SUPPORT TEAM from last 2 months please unlock my account they never listen to me....i think even they don't read my EMAILS and not giving a proper response.....

i request BC GAME representative PLEASE find a resolution for my issue🙏🙏🙏

as i mentioned before that i need funds for my child..

you will loose nothing but i can save my child's life🙏🙏🙏🙏🙏

Dear Zubi1122,

Do you have any transcripts or emails of your conversations with customer support that can confirm you were given permission to open a second account? Typically, opening multiple accounts is strictly against the Terms and Conditions, especially if the player is struggling with gambling addiction and has requested self-exclusion.

Regarding the KYC:

2.1.17. You are aware of that BCGAME.SK has the right to carry out "KYC" (Know Your Customer) verification procedures. The access to your user account may be blocked or closed if we determine that you have supplied false or misleading information.

Please send me the email you received from BC.Game after your second account was closed.

Dear VERONIKA,

mam i have not save that chat but GOD swear I ALL DO with the help of customer service when they told me your permanent self excluded account will not reopen.

I ALREADY told you that i have not self excluded my account because of gambling addiction i closed permanently because of scammer threat.

they approved my kyc when i tranfer to this account....mam i submit my fathers electricity bill in advance verification because i was in hospital that time and its true......mam after 2-3 hours when i reach my home i sent them 3 month bank statement also.....

Mam i have my All funds in my account i only withdraw 5000rs i have not played any sports betting or i have not played with any bonus.....

i have sended you on email also please check

Thank you.

Dear customer,

Thank you for being patient. Upon checking your account, we regret to inform you that your account has been permanently locked due to suicidal threats that concerned us. Please read our terms of service:

2.1.12. You are not diagnosed or classified as a compulsive or problem gambler. We are not accountable if such problem gambling arises whilst using our services, but will endeavor to inform of relevant assistance available. We reserve the right to implement cool-off periods if we believe such actions will be of benefit.

We care about our players' safety. If you need further help, please communicate with https://www.begambleaware.org/. Have a good day!

Best regards,

BC.GAME_Ivan

Dear customer,

Thank you for contacting us. We regret to inform you that after a thorough review of your account activity, it has been determined that you have violated our Terms of Service by engaging in prohibited techniques. This action is strictly prohibited and undermines the integrity of our website.

As a result, your account has been permanently locked. This decision is final and in accordance with our Terms of Service - which all players agree to adhere to upon registration.

We take these matters seriously to maintain a fair and secure environment for all our players. Please note that the decision to permanently lock your account has been made after a thorough and fair investigation.

We appreciate your understanding of our policies and thank you for your cooperation. Stay safe.

Best regards,

BC.GAME_Ivan

They only give me these two reasons but now they are giving another reasons....

they must have to send me the link for kyc verification.

DEAR VERONIKA,

I don't have Gambling addiction and i have not self-excluded for any Gambling Addiction i only self excluded that hacker hacked my account that is the reason for self excluding my account.

i only withdraw 5000INR. my All balance was in vault pro i trust this 100℅ that is why i have not withdrawn fast. But at the end the took it All

I apologize if i done any mistake i was frustrated that time i told you my All situation.....

i truely apologize please forgive me for my mistake.

i want to be a player of bc game forever.

GoD also forgive why you will not forgive your player. i wager 3 Crore but unfortunately i withdraw only 5000INR.

DEAR VERONIKA,

WHY YOU HAVE NOT invited bc game representative in this case.

why BC GAME REPRESENTATIVE is Not giving any response to me in public ...

Could you please explain why you received two different emails regarding your account closure?

There was an email stating that your account was closed due to engaging in prohibited techniques, and another one stating that your account was locked due to suicidal threats.

DEAR VERONIKA,

WHEN they locked my account they told me you have used prohibited techniques and we permanently locked your account this decision is final .......i beg Email support to unlock my account but they don't listen and make a decision final after sometime i contact customer service namely #jeo and she talk to me like i have 0 funds in my account and in frustration i used the word suicide and they take it as a strong reason till now they only response that you have given suicidal threat..

even they don't give me any clarification what prohibited techniques i used.....

Ma'am The locked amount i mention in complaint is without any bonus.my monthly ,weakly and daily recharge bonus was All pending..

Ma'am i wager over 3 Crore but i withdraw only 5000INR

mam to be honest i trust this casino by heart that is why i tranfer my All savings to vault pro to get some commission there also unfortunately they take it All.

Thank you.

Thank you for the clarification.

So first of all, your KYC verification failed because you provided a utility bill issued in your father's name? Have your other documents, including your Aadhaar Card been approved? Why did you send a document with your father's name to the casino? Do you have a utility bill or other proof of address issued in your name?

Second of all, what types of games did you play?

Dear veronika,

Yes ma'am.

yes mam my basic verification was approved, like My aadhaar card front photo and back side photo and selfie with aadhaar front and back.

ma'am as i already told you that time i was in hospital and i was need of funds that is why i submit my fathers utility bill..

Yes mam i have All documents in my name available.

Mam i like the one game most that is Crash that is my favourite ..and maximum the trend was stable in crash.

i send you 3 months bank statement also on you email..

if CASINO need any documents on my Name i will be happy to provide them.

Thank you

ma'am let me clear you my basic kyc was approved and then customer service told me to do advance verification in which i submit my fathers utility bill because i was unable to get my 3 months bank statement that time because i was in hospital.

i truly apologize for my mistake.i send you 3 months bank statement on your email please check.

Thank you.

mam my account was level 31 you talk to any player that how much you Wager to get that level but i withdraw only 5000Inr .

I Request Casino GURU TEAM AND BC GAME representative PLEASE for the SAKE OF GOD unlock my account🙏🙏🙏.

Thank you.

Dear Zubi1122,

Providing an identity document that does not belong to you is a serious breach of the casino's Terms and Conditions. This violation, along with the issue of having multiple accounts, can lead to the casino blocking your account and confiscating your funds. Unfortunately, due to these breaches, we are unable to continue with the investigation of your case and must reject your complaint.

I'm sorry that we could not be of more help on this occasion. I recommend you submit a complaint to the casino's Licensing Authority, Curacao Gaming Control Board.