BC.Game Casino - Player's withdrawal is being denied.

I used my BC Game account for quite some time, I even became Vip 8 and had several deposits completed. Then, they randomly asked me to complete advanced KYC to make a withdrawal. I completed it, and it instantly got denied along with the basic KYC, Because of this I can't withdraw my balance there, only deposits. They simply held my funds, I have tried to contact support several times, sometimes they say they don't know what I should do, and sometimes they say that my documents are not original and sometimes that I already had another account. I just want to withdraw my funds, that's all, they don't even give me the opportunity to do so. Recently the main website was blocked in my country, so they created a website for users to do so. the withdrawal of funds, and they sent it to me by email, but I couldn't even get it through this website.

Hello theylor999,

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 since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

This has all been happening for over 2 months, the last time I tried to contact them was yesterday but support always takes hours to send some automatic answer, or doesn't answer at all. Both KYC were rejected

Hello,

As I can check from my side, there are no restrictions on the user account, and also, I don't see any withdrawal attempt, which was carried out since October. Can the user please provide any reference or chat they might have had with the support so I can assist the user with this?

For the KYC issue, indeed, it was rejected by the system. Users can email us at support@bc.game, and we will help them verify manually.

Best Regards

Panda - BC.GAME

That's what the chat replied to me, I already tried to contact them by email but they took weeks to respond and just told me to go to the chat again. I don't want to transfer KYC or bet again, I just want my funds

Dear Theylor999,

I hope this message finds you well.

Could you please clarify what the live chat support meant when they stated that your KYC is approved on another account? Additionally, do you currently hold more than one account? If so, could you kindly provide details regarding when the additional account was created and the reason for its creation?

Looking forward to your response.

Best regards,

Nick

I believe they considered that I use two accounts at the same time, but I only use this one, in fact it is impossible to have two accounts with the same personal data on these sites. But even if they consider this, the website terms say that you can transfer KYC from one account to another, but they refuse to do that and also to let me withdraw.

Hello,

I have forwarded the proof of multi-account to Nick regarding this. Also, to note, we have locked all the accounts due to a breach in the terms of services. Our terms are mentioned here https://bc.game/help/terms-service and according to Point 5.1. PERSONAL USE.

Best Regards

Panda - BC.GAME

Dear Theylor999,

Thank you for your patience as we reviewed the evidence provided by the casino. After careful consideration, we regret to inform you that we must close the complaint due to a violation of the casino's terms and conditions.

The evidence clearly indicates an association with multiple accounts, which is strictly prohibited under the casino's policies. Please note that only one account is permitted per person, and each account should be linked to a unique device. Any instance of logging in from the same device with multiple accounts is considered a breach of the rules.

We understand this may be disappointing, but unfortunately, we are unable to provide further assistance in this matter.

Thank you for your understanding.

Best regards,

Nick