BC.Game Casino - Player's withdrawal is delayed due to verification issues.

I was playing on the site, placing bets, spinning the roulette; everything was fine until I needed to withdraw my money from the account. In the chat, they told me that I needed to go through verification. I started the process, uploaded my passport, and scanned my face. Then a big red cross appeared saying, "VERIFICATION FAILED." They rejected my application because they said I submitted documents on a different profile. However, I haven't registered with this company before; the account I have now is the only one. I am ready to provide any documents for verification that the company requests, including a selfie with my passport. I don’t understand why the company refuses to verify my account.

Please help me, there is 1113 USDT on the account.

The amount is not small, and the company doesn't want to give it to me under made-up excuses.

Dear diima,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please confirm you previously haven't created another account at this online casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

sorry, I probably expressed myself a little bit wrong, I had another account but I uploaded my documents there and there was a SamSub error, my verification failed and I gave up on this company for a long time, later I wanted to try playing on this site again, but I couldn’t log into my account because I forgot the email I specified, I went to the site and read the rules and started reading what to do in this situation and there in their rules it is written that if you need to change your registration data, then just register a new account, I am attaching a screenshot of this rule

accordingly, if they can't change my email, then I can't log into my account and deactivate it, so I created a new account and continued playing there

I don't think that account belongs to me because I don't have access to it at all

but that profile of mine didn't pass verification on the sub itself there was an error, and it turns out because of the sub's error the office refuses to withdraw my money

I also ask you to note that my account is not closed, I can still be in it, but I can’t withdraw money, my balance at the moment is 1126 usdt, support in the chat writes that they can’t help me in any way

also my first account which bc game refers to, I couldn't verify it, I sent the documents but the error popped up on its own and then I just gave up on this company and left it, I just forgot about my account and I didn't even place bets there, the account is empty, you could say, then after a while I wanted to play and registered this account with which I now have a problem

Thanks for the detailed explanation of the situation

Have you contacted casino support and asked for assistance with the issue? Have you received any response?

Could you please share your interaction with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

yes I contacted the chat, but BC Game does not want to solve this problem, they say "Unfortunately, at the moment we cannot provide further assistance on this issue. Thank you for your understanding"

I would like to ask you for the transcript or any record of the conversation taking place. I apologize for the inconvenience.

My email is tomas@casino.guru

Thomas sent you screenshots of the correspondence to your email

my email - [removed by casino.guru admin]

Hello diima,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear diima,

I apologize for the late response.

• Could you please specify when exactly you created your original account and how long have you used it?
• When did you create a new account?
• Do I understand correctly you attempted to verify your first account before depositing and playing, but you were unsuccessful?

I'll await your reply.

It was a long time ago, I don't remember, it seems like last year

I created a new one this September

I tried to verify that old account via SamSub and there was some kind of error there too, so I ended up giving up on that company and just forgot about it

then when I wanted to play on it again, I simply created a new account, because I had simply forgotten the details from the old one

Thank you very much, diima, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello diima,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

While we acknowledge that each player is permitted to open only one account—a rule that is an industry standard across online casinos—we believe that in cases where a player cannot access an old, unused account (inactive for several months) that was not closed due to any rule violations or issues related to problem gambling, the existence of a duplicate account should not necessarily present a problem. Each case of this nature deserves individual investigation.

If it is confirmed that the player has exclusively used a single account, registered and maintained with accurate personal information, and no other regulations have been violated, this should not be grounds for withholding legitimately earned winnings. Kindly provide any information you have regarding the old and current player accounts. If there are additional factors influencing your decision, please feel free to share them. Should this information not be suitable for public disclosure, you may forward it to me directly at michal.k@casino.guru

Yes, dear BC Game, I have never violated any rude rules in your office and you have not blocked my account because of violations, I just forgot access to the old account and wanted to continue playing and therefore created a new one, I ask you to allow me to withdraw the remaining funds on my account and make this account the only active one in your bookmaker's office, the casino guru will be a witness that I am doing this for the first and last time

Did you receive any response from BC? A week has passed and they are silent

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.

why don't they answer(? have you ever had them ignore your complaint?

Hello,

Our findings show that this user has more than seven active accounts on the system, which is prohibited and against our terms and conditions.

Some of the UIDs of user:

46613976

37197201

31454747

47610708

52061876

28667717

If the user accepts this, we can allow the user to have only one UID, 28667717 (this one). The rest of the accounts will be closed. The deposit amount from 52061876 will be transferred to 28667717 (profits will be voided due to violation of terms.

If the user doesn't want to accept it, please let us know, and we will provide Casino Guru with the necessary proof and lock all the accounts.

Best Regards

BC.GAME

Dear BC Game, then block all the accounts that you allegedly found and transfer all the deposits from my accounts to my active 52061876, because I only have access to this account.

you can block all the accounts that you found and from all the accounts transfer me money to my account the only one 52061876

because I repeat I only have access to him

transfer me money from all accounts to 52061876 so that I can withdraw them all and after that I ask you to block all other accounts and this one inclusive!

Thank you for your response BC.GAME Team,

Dear diima,

As it's been mentioned you have opened multiple accounts which cannot be considered as just a mere coincidence. As the casino team mentioned they can leave your first (original) account open if you want, but opening any other account is not possible. The deposit from account 52061876 will be transferred to account 28667717; however, due to a clear violation of the casino's terms and conditions, you will not be eligible to receive any winnings from the other accounts.

You can of course disagree with this conclusion, but the casino will permanently close all your accounts and return you only your recent deposits.

Please let me know how which option of these two is more suitable for you.

listen to me, I don't have access to ANY ACCOUNTS AS THE CASINO SAYS except account 52061876

, if the casino closes it and transfers it to account 28667717, then it will be the same as simply taking all my money, I just ask you to transfer all deposits from all accounts as you tell me to my last account 52061876, since I only have access to it, I emphasize again not winnings, but deposits, that is, the money that I personally deposited into the account, and let me just withdraw them, I do not claim a win, I just want to withdraw only the money that I deposited myself

or let the casino transfer all deposits to the account they say 28667717, BUT give me the opportunity to restore access to it, because I don’t know any data from it, neither login nor password, nor the email that is linked to it

Although I don't agree with the accusations that the casino is giving me, I agree to just take my deposit back, because this has been going on for 2 months already, I just want to take back at least my deposit money

Hello,

Just to reply to your last message regarding your non-acceptance of the accusation, I would like to highlight that all these accounts are made on your device, your IP, and many other factors. This is completely prohibited not just on our site but on all websites.

We have decided to lock all of the accounts related to the complainant! We will be issuing a refund of their deposit. Please provide the USDT (TRC-20) address here in this thread and via email to support@bc.game

Once the address is provided, we will start with the refund process, which can take up to 72 hours.

Best Regards

Panda - BC.GAME

I just sent the address for withdrawal here, I didn’t understand what you meant and send it to email, to which email?

bc game please answer, more than 72 hours have passed, the money still hasn't arrived

Dear Panda / BC.GAME team,

Please let us know when the refund will be disbursed from your side.

Dear BC Game team, tomorrow you will most likely answer my message, please write in detail what is required of me, what other email address should I send you, I already agreed with your demands to receive only a deposit, because I am tired of waiting for you, and here you are not paying it because you answer specifically once a week, or stay in touch so that we can quickly exchange the necessary information to withdraw my deposits, it is not serious that I have to wait 7 days for each of your answers

Dear Diima,  

I have been informed by Panda / BC.GAME team that your deposit refund is expected to reach you shortly. The relevant casino department is currently managing the process.  

Kindly inform me once you have received it.

yes of course I will answer you as soon as I receive my money

Dear Diima,  

I have been notified that the refund has been transferred to your wallet. Could you kindly confirm if you have received it?

I only received $200 from my last account, but bc game said that they would close all accounts that allegedly belonged to me and return deposits on all accounts

Dear Diima, 

Although I'm not sure if BC.Game team has informed you directly via email a bit differently but I had the understanding that the deposit would be processed solely from your most recent account. This is due to the violation of the casino's terms and conditions associated with the creation of multiple accounts. I will await further clarification from the BC.Game team on this matter.

Dear BC.Game team,

Can you please confirm what refund was proposed to the player? Was the refund disbursed the final amount, or are you still handling refunds from the other accounts the player has opened?

Well, how is this just the last account? If they closed all accounts, then let them return the deposit amount to all accounts.

Hello,

In actual fairness, we were not obliged to refund any amount as the terms were breached. On a second note, other accounts have already deposited and withdrawn the amounts that were deposited and some extra as well. Only this account hasn't been withdrawn, so we have refunded that amount.

Best Regards

Panda - BC.GAME

Thank you for the clarification, BC.Game team.

Dear Diima,  

I hope the information provided by the BC.Game team has helped clarify the refund amount for you. Since it appears that the matter has been sufficiently addressed/resolved and you have received your refund, may I go ahead and close your complaint, or is there anything else you need assistance with?

yes, you can close the dispute, thank you for helping me at least get my deposit back

Dear Diima,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal 

Casino.Guru