BC.Game Casino - Player's withdrawal is not possible due to self-exclusion issue.

Hello, I ask casino for self-exclusion for permanent because of gambling addicted on March, 2023.

On 26 August 2023, I forgot about my self-exclusion because I can login to my account and deposit. I deposited 25711 USDT after that I played baccarat and I got profit for 49382 USDT. Now my balance is 75093 USDT. When I withdraw it said Permission denied. I contact Live support. She said

Please send a mail to support@bc.game with the following information to remove self-exclusion and unlock your account.

Subject: Account Risk - self exclusion

1. Your Username

2. Your registered BCGame email

3. Provide 1x deposit transaction ID (txid) made to your account and screenshot of the transaction from your sending wallet

4. Your common IP address

5. Commonly used device

for unlocking my account.

After that I sent email but no response from casino. It's about 1 day now.

Dear teekungx,

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. Have you verified your casino account previously? Was the same account used to accumulate your recent winnings or you opened a brand new one? Are the disputed amount and USD currency correct, please?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

1.Have you verified your casino account previously?

I've just submitted KYC Document today.

2.Was the same account used to accumulate your recent winnings or you opened a brand new one?

It's the same account. Live support said it's in self-exclusion state.

3.Are the disputed amount and USD currency correct, please?

It's USDT (Cryptocurrency). The amount is correct.

I've forwarded the live chat communication along with transaction proof and the permission denied withdraw message to your email. Subject is BC.Game Casino - Player's withdrawal is not possible due to self-exclusion issue. - Evidence

I haven't got the reply email from casino yet. I hope the casino will unlock my account and allow me to withdraw because I don't use any bonus funds. The money that I use to bet is all my real money.

Thank you

Thank you very much, teekungx, for the clarification and for forwarding all the relevant screenshots. One last thing, before we contact the casino directly, could you please advise if you received any confirmation about successful self-exclusion back in March?

I received confirmation about successful self-exclusion in March from Live Support. But I can’t find that communication now.

My account is now unlocked, and I can successfully withdraw funds. Thank you, Casino Guru and BC.Game Casino, for resolving my issue.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, teekungx, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru