The player from South Korea had two accounts at BC Games that were closed due to KYC issues, preventing access and a withdrawal of $140,000. The player felt that the situation was unfair and had not received proper responses. The Complaints Team reviewed the case and found that the closure was due to a breach of the casino's terms and conditions regarding multiple accounts. As a result, the complaint was rejected, and the player was informed that further assistance could not be provided.
BC.Game Casino - Player’s accounts have been closed due to KYC issues.
Amount: 10,000,000 ₩
BC.Game Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
BC.Game Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Hello, I bet millions of dollars on BC games and lost a lot of money. I opened 2 accounts, and both levels are 69 and 67. In this situation, the account was closed due to KYC issues. They don't even respond properly. It says KYC failed, but I can't even log into the account. No
I couldn't even withdraw $140,000 and lost it all to baccarat because the KYC issue wasn't resolved. It's really unfair.
I think I even ordered an IP ban.
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2 months ago
Dear dlqwlf2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Were you aware that you had two accounts in this casino? Have both of your accounts been closed?
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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2 months ago
Dear dlqwlf2, I understand your frustration, but I would like to emphasize again that you seriously breached the General T&Cs, therefore we aren't able to assist you further. I have checked the terms and conditions, and this is what I found:
"5.1. PERSONAL USE. The Service is intended solely for the User’s personal use. The User is only allowed to wager for his/her personal entertainment and may not create multiple accounts, including for the purpose of collusion and/or abuse of service."
Due to the aforementioned reasons, this complaint will now be rejected. 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.
