BC.Game Casino - Player unable to access their account.

I made a withdrawal of about 98000 at bcgame

All of a sudden, my account disappeared, and even when I try to log in, an authentication code is required, which I cannot do.

I'm in a situation where I can't even change my password

I really need some help.

This is the amount I withdrew

Dear roze08010,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

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

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

I forgot the day I registered, but I was able to use it all the time.

My account was logged out the moment I made a large withdrawal.Live casino slots are available

no sports

I have never received any prize money.

I don't require the precise date; rather, I'm interested in a rough estimate of when your account was created and if you underwent successful KYC verification.

KYC registration should have been successful!

I've been able to do it for a long time now💦

Thank you very much, roze08010, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

thank you. We are waiting for you 🙇‍♀️

Hello, roze08010,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BC.Game Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BC.Game Casino team,

Could you please look at the player's issue and provide us with an explanation and possible solutions? What needs to be done on the player's side to help in resolving the problem?

Thank you in advance for providing the information.

There should be nothing from me.

I want to log in quickly

Dear roze08010,

We regret to inform you that your account has been restricted based on tips received from a suspicious source. After conducting a thorough investigation, it has become evident that there was exploitation of our platform. The evidence we have gathered points towards an abusive account transferring funds to various other accounts, including yours, all linked to the same individual or group.

For your reference, here are the account details, excluding the tip:

Total deposits: $8.08

Total withdrawals: $137.38

The funds received as a tip have been confiscated, and your account will remain locked.

Should you have any questions or require further clarification, please do not hesitate to reach out.

Best regards,

BC.GAME

That means all the chips are gone.

I can't believe it's just a normal company, but it's a really terrible company.

Enough

Dear BC.Game Casino team,

We would definitely need more details about the issue and the violation. Could you please clarify it in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the detailed clarification and data to my email address (branislav.b@casino.guru).

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.

Hey @Branislav,

I have replied to your email thread with all the details. Please let me know if you need any more details will send them asap.

Best Regards

SAM - BC.GAME

Thank you very much for your email and the explanation, Sam.

Please, look at my last email regarding the matter, and if possible, could you provide me with the requested information and details?

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.

Dear roze08010,

Since it is not usual that the casino does not respond to our messages and emails, I am extending the timer by an extra time to provide it with a few more days to react.

Thank you for your patience and understanding.

Alright, roze08010. I am back with an update.

I managed to contact the casino representative outside the thread again, and I am only waiting for a few details.

In the meantime, while we wait for the casino's response, can you please confirm your disputed amount (10.2935 LTC) represents only "tips" from another casino account/player, and that we are not talking about real winnings?

Dear Sam and BC.Game Casino,

Can you please answer my last email regarding the matter and provide me with the requested?

Dear roze08010,

In the meantime, I have received more details supporting the casino's claims and decision. So, we will not unnecessarily drag the process out.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts or collusion and casino system abuse, as well as bonus abuse. In addition, you withdrew from the casino several times more than you deposited, while on the disputed account, there were no signs of normal regular play and the disputed funds (and also the funds withdrawn earlier) originated from "tips" that were received from other linked accounts.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BC.Game Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru