The player from Italy, after getting approval from the support chat, had opened a new account on BC.Game. The player had deposited 1,000 USDT and won 997 USDT but had faced withdrawal issues due to KYC procedure, as there was another account registered in the player's name. The casino had refused to return both the winnings and the deposited money. After reviewing the case and communicating with the casino, we found that this had been the player's third time requesting a new account, which was considered abuse due to multiple bonuses being redeemed. As a result, the complaint had been rejected due to the player's violation of the casino's policy on multiple accounts.
BC.Game Casino - Player’s withdrawal has been blocked due to a duplicate account.
Amount: 1,997 ₮
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
hello
Since my account on bc.game was inaccessible, I opened a new account in my name after obtaining permission in the support chat. After depositing 1000 USDT, I won around 997 USDT and attempted to withdraw. However, the withdrawal was blocked with a request for KYC. I submitted the necessary documents, but unfortunately, the KYC procedure was rejected because they informed me that I already had another account registered in my name. What should I do in this situation? The casino has refused to return not just my winnings, but also my original deposited money. I don't think this is fair since I acted in good faith by asking the support chat if I could open a new account and they had allowed me to do so. I didn't receive or bet any bonus amount and only played using my own money.
Automatic translation:
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10 months ago
Dear bibobet,
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.
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I am specifically interested in the communication wherein the casino permitted you to open another account while your initial account was inaccessible.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Thank you very much, bibobet, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hello there,
Thank you bibobet for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why was the player prohibited from withdrawing their winnings if the they were allowed to create a new account.
Thank you!
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9 months ago
Dear bibobet, I was in contact with the casino representative and was given an explanation to the situation. As this was your third time requesting a new account it is considered abuse due to multiple bonuses being redeemed and so on. Multiple accounts are prohibited in most of the casinos in the industry so this behaviour can get you blacklisted. Due to these reasons, your complaint will 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.
Kind regards,
Peter
