BC.Game Casino - Player's account was locked.

My account has been locked for an unjust reason, and there are still funds left in it.

I am currently unable to log in.

Hello tenpa5040,

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 if your account is already verified and if yes, since when exactly? How much is your remaining balance on your casino account? 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.

Regarding your account confirmation, the last login date

It's July 25th.

The balance is about $6,000.

The last time I had a live chat with support was

It's July 27th.

Please see the screenshot for details.

Regarding counting in the conversation

I don't recall seeing it.

Thank you.

Dear tenpa5040,

Is there any e-mail communication regarding the account closure where the casino explains it a little further? If yes, please forward it to nikolas.b@casino.guru.

How about this?

Dear tenpa5040,

We are currently in touch with the casino and awaiting their answer regarding your issue.

Nick

Thank you for your response!

I know it may be difficult to communicate with the casino, but thank you for your help!

Dear tenpa5040,

We are still awaiting the requested information from the casino. I will update you as soon as possible.

Nick

Thank you for your response!

Are you waiting for a response from the casino?

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.

Has there been any response from BCgame?

Hello tenpa5040,

The casino should soon join us and further explain the situation.

Has there been any action from the casino?

Has there been a response from the casino?

Hello tenpa5040,

We have received some information regarding the matter but still not enough proof to conclude the case. I also requested the casino again to provide some kind of statement here as they did not respond here in the complaint so far.

Hello,

We will send further information to Nick soon then we will provide an update here.

Best Regards

BC.GAME

Nick

Has there been any action from BCgame?

Hello

BC Games

My Account

Hello

BCgame

Did you have any funds left in my account when you locked it?

Hello tenpa5040,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Nick

Thank you for all your efforts.

I will continue to fight until this issue is resolved!

Dear tenpa5040,

We have received further information from the casino but unfortunately, still not enough. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick.

Thank you Peter for your continued support!

Hi tenpa5040,

I'm taking over your complaint and I will do my best to help you.

Dear BC.Game Casino team,

Was any software used to count the cards? Could you please forward the player's game log to my email address (peter.m@casino.guru)?

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.

I'm losing credibility because I don't respond.

If there is nothing I would like you to reply immediately.

Hi tenpa5040,

We are discussing the issue with the casino on Skype. We are waiting for additional information. I will keep you updated.

Peter, what are you talking about?

Please tell us the name of the person you are calling.

Hi tenpa5040,

The casino provided evidence that suggests you were counting cards. We are trying to find out if you used your head (this is OK) or if any type of software was used (this is not OK). The lengthy process is due to the time it takes to figure this out. I will keep you updated.

Thank you for your research Peter!

Of course, no software is used!

If I am cheating, I want the casino to provide evidence!

Hi tenpa5040,

I'm currently waiting for a reply from the casino.

Thank you very much Peter.

Hello,

This account was activated on 14th October, and the user has already withdrawn money. Can you please tell me what issue the user is facing now?

Best Regards

Panda - BC.GAME

BCgame

Thank you for activating your account!

Please tell us how it became effective.

Hi all,

Thank you for your replies.

Dear tenpa5040,

Do I understand correctly that you received your winnings?

Peter

thank you!

Your account has been unlocked and your funds have been returned!

I truly appreciate it!

Dear tenpa5040,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter