BC.Game Casino - Player's withdrawal has been delayed.

I have contacted support numerous times, but they have not been responsive at all, and I have been unable to make a withdrawal for over two months now.

Hello moneytalks0513,

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? Did you accumulate your winnings with real money or did you use a bonus? 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 reply.

Your account has been verified.

The advanced KYC verification date is around November 20, 2023.

The prize money was saved in real money. I haven't used the bonus. We interact with casino support almost every day.

Regarding the inability to withdraw money, I have told them that it will not change even if it is verified, but they do not take it seriously.

I'm in a lot of trouble.

I made an inquiry today as well, but I am kept waiting every time without any explanation as to why my withdrawal is being refused, even though it has been verified.

Support has no intention of letting me withdraw money and is repeating fraudulent behavior, so I would like them to help me as soon as possible.

Hello,

We're unable to locate an account associated with the email address you provided. Could you please confirm your email address or User ID? This will help us assist you more effectively.

Best regards

PANDA - BC.GAME

Hello moneytalks0513 and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru)  how will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you for contacting us.

We hope that this issue will be resolved as soon as possible, so we apologize for the inconvenience and appreciate your continued support.

Hello moneytalks0513,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

We will be waiting for you to update us regarding the withdrawal in question.

Thank you in advance.

Respectfully,

Michal

Thank you for contacting us immediately.

I am still unable to withdraw money without knowing the reason.

Since the balance is over $300,000, I would like to withdraw the entire amount as soon as possible, so I would appreciate your help.

Hi,

I have just reviewed the account and observed that there is no such balance in it. The only balance the user has is $10 worth of TRX. Additionally, it is worth noting that the user requested a permanent self-exclusion two months ago. I have forwarded the screenshots to Michal on Skype related to this.

Best Regards

PANDA

I will forward to you the exact chat you had with our support team. And yes, it is the correct email address that you provided which we are discussing.



Thank you for contacting us.

I have not requested that my account be deleted.

You can still log in and play, but you cannot withdraw money.

Did you take a look at the screenshot of the profile image attached here?

Your account balance will also be displayed.

Now, when I try to log in, a message saying ``Please authenticate your account'' appears and suddenly I can't log in.

Why is it that advanced KYC was also completed on November 18, 2023?

Please withdraw the full amount as soon as possible.

I contacted support but received no response.

Please handle withdrawals.

Are you 100% sure your screenshots are authentic right?

Screenshots are 100% authentic.

Why won't you let me withdraw money?

KYC certification has also been completed.

Could you please tell me what is the reason why withdrawals have been suspended for over 2 months?

Dear moneytalks0513,

Would you be so kind as to send me the link to your BC.Game Casino profile?

Dear Michal

Thank you for contacting us.

BC.Game Casino What does it mean to send a link to your profile?

I have attached it here many times, but here is a screenshot of the profile.

I am currently unable to even log in and am having a very difficult time, so I would like some help...

Thank you for your response.

This provided screenshot is definitely fake. The user forgot that at BC.GAME, any profile can be publicly viewed. According to their own screenshot, the UID is https://bc.game/casino#/user/profile/16669157. However, we discovered the user's original profile is actually https://bc.game/casino#/user/profile/16659157.

The user's account only has a balance of $10, and they requested a permanent self-ban, which we implemented by locking their account. Everything is transparent and can be verified by Casinoguru staff or the user themselves.

Dear moneytalks0513,

I have reviewed the evidence provided to me by the casino. As mentioned by the BC.Game Casino representative, it indeed is the case that the UID from the screenshot you have provided belongs to a different profile. The VIP level also does not match the provided screenshot and your account. The screenshot you have provided was evidently tampered with. Can you comment on this issue?

Thank you for contacting us.

I haven't tampered with anything.

I just take a screenshot of the UID and send it as is, so I don't know why other users are being queried.

I can only think that it is a problem on the system side.

When I tried to withdraw money on November 8, 2023, the withdrawal was refused, so I contacted live support, but I have not received a reply until now.

I checked this profile

https://bc.game/casino#/user/profile/16669157

https://bc.game/casino#/user/profile/16659157

My username is "kys!"

Both are different.

You are mistaken for another user.

Dear moneytalks0513,

Here is the summary of all the facts at our disposal at the moment.

The e-mail address you have provided to us here in the thread is tied to the account named "kys", VIP level 42, with UID 16659157 and with a $10 balance.

The account "kys!" with an "!" behind the name, VIP level 68, with UID 16669157 from the screenshot sent by you seems not to exist, since this username can not be tagged and searched through the casino's live chat feature. Also, the UID which you have provided,16669157, belongs to a completely different profile that is level 0 with zero activity on the profile.

There is also the matter of the aforementioned live chat conversation that took place when the owner of the account "kys" asked for permanent self-exclusion, and since December 1st the account has been locked.

Could you provide any proof that at any time between December 1st, 2023, and now you could log in to your account and play/deposit there?

I am currently unable to log in.

Since I last played baccarat on January 13, 2024, I will send you the screenshots from December 1, 2023 to January 13, 2024.

The maximum number of screenshots that can be attached at one time is 5, so I will attach each 5 screenshots separately.

This is the last screenshot of the game.

After that, I found myself unable to even log in, let alone withdraw money.

I was just playing normally every day.

Why can't this account be identified?

Could you please fix the situation where I can't even log in as soon as possible?

This will prove that it's not a lie, and everything will be resolved.

Dear moneytalks0513,

Would you be able to send us a screenshot of the email confirming your registration at the casino?

Thank you for contacting us.

Is it okay if I attach a screenshot of the automatic reply email confirming the registration?

It has been 3 months since I have been unable to withdraw money, so I would like to resolve the issue as soon as possible.

I understand your frustration. Yes please, send everything you can.

Dear Michal

Thank you for always contacting us.

I will attach the automatic reply email upon registration.

Please respond.

Dear moneytalks0513,

The screenshot you have provided does look like an advertisement for new games at the casino. Please provide us with a screenshot of the email you got after you registered at the casino, the first email confirming your registration.

We will be waiting for updates from you.

Best regards,

Michal

I searched my email folder many times, but the email in the attached screenshot was the oldest email from BC.Casino.

I get a lot of emails, so I may have deleted them when I was sorting them out.

Since I can no longer log in, I have sent emails to support many times, but have not received a response.

Please let me know what else I can do to resolve the issue.

There is no response from support, so this is the only place I can rely on.

Help me. please.

I would like to know why I can't even log in, let alone withdraw money, even though KYC authentication has been completed.

Dear moneytalks0513,

Could you at least provide us with some sort of bet ID so we can confirm that the bets from the screenshots you have provided us belong to your account?

Please understand that we are trying to go through every single piece of evidence that we have at our disposal at the moment, that's why the investigation takes this long.

I thank you for your patience and I hope to hear from you soon.

Dear Michal

Thank you for always contacting us.

Account still tries to log in

"Account verification is required. ' is displayed, and when I try to change my password, the message 'Your account poses a security risk' is displayed, and there is nothing I can do about it.

What is the reason why I can't log in?

Why can't I change my password?

It is impossible to send a screenshot of your bet ID if you are unable to log in.

Email addresses and accounts are linked, so if the email addresses match, KYC authentication has been completed and all communications can be seen on the system, right?

If you can log in, you will be able to send all bet IDs, so I would like you to be able to log in.

Dear moneytalks0513,

I am in the process of gathering all the available evidence from the casino representative.

In the meantime, would you be able to tell us when was the last time you were able to log into your account?

Dear Michal

We look forward to hearing from you.

I think the last time I was able to log in was around January 15, 2024.

I haven't been able to log in for over a month now, so I can't check anything.

I contacted support and received no response, so this is the only place I can rely on.

Thank you for your continued support.

Dear moneytalks0513,

You said your account name is "kys!" instead of just "kys" is that correct? Did you change your name at any point?

Dear Michal, I look forward to hearing from you.

Regarding your question, when did you change your account name to "kys!"?

Dear moneytalks0513,

I am asking if your account name has always been "kys!" with "!" and also if you changed your account name at any point

Immediately after creating an account, I changed my username to ``kys!'' and haven't changed it since then.

Is that some kind of problem?

It's been 5 months since I was unable to withdraw money.

Even though KYC certification has been completed, we still don't know the cause.

When will it be resolved...?

Could you comment on the fact that at the bottom of the screenshot of the verification email you have provided there is username "kys" with no "!"? That would implicate that the verified account was indeed the account with username "kys", VIP level 42, with UID 16659157 and with a $10 balance.

Which screenshot is the confirmation email screenshot?

Where is the username written in this screenshot?

The username "kys!" is mentioned in the screenshot I sent earlier.

I have a screenshot of my withdrawal of 4,658 USDT on October 27, 2023 saved on my smartphone, so I will send it to you.

After that, I applied for a withdrawal of 14,954 USDT on November 8, 2023, but the withdrawal was refused for reasons that are still unknown.

As I have told you many times, if you can log in, you can properly prove your identity, so could you please let me log in first?

Dear moneytalks0513,

Could you send us a screenshot of your verification mail, with the section under "Your KYC verification has been approved" clearly visible?

It's been 5 months since I have been unable to withdraw money for no apparent reason. I was mentally exhausted.

I have asked this many times, but please tell me why I can't withdraw money and why I can't log in.

You can't withdraw money because there was a request for self-exclusion from your account.

Would you be able to send me the screenshot of the email you received on 18.11.2023 that confirmed the KYC verification? Please send us screenshots of the whole mail, not just the first part. We will be waiting to hear from you.

As I have told you many times, I have not requested self-exclusion.

You should be able to log in even if you have requested self-exclusion.

Why can't I even log in?

If you had made a self-exclusion request, you would not have contacted us in the first place.

If you could send me the screenshot of the email you received on 18.11.2023 that confirmed the KYC verification, the whole email, that would help us prove the identity of the account in question. We will be waiting to hear from you.

I would like you to answer this question.

Why can't I even log in?

As I have explained above, your account has been disabled as per the self-exclusion request that came from that account. So as long as you are not able to prove the validity of the account by sending us the screenshot of the email, you will not be able to log in.

I haven't received any guidance from support, but is this a common occurrence?