BC.Game Casino MX

Case summary

The player from Mexico had his account at BC Casino restricted without explanation after a series of successful wagers and bonus earnings. Despite completing a form for clarification, he did not receive any response regarding the account's status or the reasons for the restriction, which led to concerns about expiring bonuses and his account balance. The Complaints Team closed the complaint due to a lack of response from the player, indicating that further investigation could not proceed without communication. The player retained the option to reopen the complaint in the future if he chose to resume contact.

Discussion

Public

IanZeeva1

Silver

Mexico

Public

10 months ago

Original

Translation

I opened my account in December 2022 at BC Casino and since then I had used it without problems until this Tuesday, May 20, 2025, where my account already has VIP level 24 and after reaching a wager of more than US $ 1,000 in a period from May 14 to May 20, having registered to receive the Taco Tuesday bonus from the website, in order to receive the bonus I was asked for my password to access my profile. Since I always access using the "Access with your Google account" button, I did not remember my password, so I reset it and that's how I received my bonus. That night I was betting, reaching a wager of US $ 1,770 that same night and the next morning, which had generated different bonuses and made me win TaDa wild cards to get free games. I left my cell phone with the session open for about half an hour and when I came back I found that my session had closed and when I tried to access it, it gave me a message that access to my account was "temporarily unavailable" and that I should contact I contacted them immediately and received an automated response requesting me to complete a form they sent with some information, which I did. However, I haven't received any response regarding the information I sent or even the reason why my account access was restricted. It's been two days, and several of the bonuses I had earned have already expired. I also have a balance in my account, and after having wagered US$1,770, I was eligible to receive the Taco Tuesday bonus again this Tuesday, May 27th. Since I haven't received any response from the casino, I'm afraid my bonuses will expire. I don't know what will happen to my balance. Ultimately, I've invested money and time since December 2022 in this account to unlock the benefits of upgrading to the VIP level, only for them to restrict my account without giving me any reason. I request your support to find a solution so I can access my account as soon as possible so the losses aren't so great. Without further ado, I'd like to thank you in advance for your support in resolving this issue. I can assure you this is a mistake, as I've never shared or sold the use of my account with anyone else since I created it. I've used the same bank account to deposit funds into the casino, and to withdraw funds generated at the casino, I've always sent them to this same bank account, which is in my name. Best regards.

Abri mi cuenta en Diciembre de 2022 en BC casino y desde entonces la habia usado sin problemas hasta este martes 20 de Mayo 2025 en donde mi cuenta ya tiene nivel VIP 24 y tras alcanzar un wager de mas de 1000 US$ en un periodo comprendido del 14 de mayo al 20 de Mayo habiendome registrado para recibir la bonificacion de Martes de Tacos del sitio web, para poder recibir la bonificacion se me solicito mi contraseña de acceso a mi perfil. Ya que siempre acceso usando el botón de "Acceder con tu cuenta Google" no recordaba mi contraseña asi que la restablecí y así recibí mi bono. Esa noche estuve apostando alcanzando un wager de 1,770 US$ en esa misma noche y manana del dia siguiente, lo cual me habia generado distintos bonos y hecho ganar wild cards de TaDa para obtener juegos gratis . Deje mi celular como media hora con la sesion abierta y al volver me encontré que mi sesión se había cerrado y al intentar acceder me dio un mensaje de que el acceso a mi cuenta estaba "temporalmente no disponible" que contactara a recovery@bc.game.com . Contacte de inmediato y recibí una respuesta automática solicitando respondiera un formato que enviaron con algunos datos, lo cual hice. Pero no he obtenido ninguna respuesta respecto a la información que mande o siquiera de la razón por la que se me restringió el acceso a mi cuenta. Ya pasaron 2 días y varios de las bonificaciones que había ganado ya habrán expirado, también tengo saldo en mi cuenta y ya tras haber apostado 1770 US$ era elegible para recibir la bonificacion de Martes de Tacos nuevamente este Martes 27 de Mayo. Dado que no obtengo ninguna respuesta por parte del casino. Me temo que mis bonificaciones expiraran, mi saldo no se que pasara con el y pues al final de cuentas he invertido dinero y tiempo desde Diciembre 2022 en esta cuenta para desbloquear beneficios que da el subir de nivel VIP para que sin darme razón alguna me restringieran la cuenta. Solicito su apoyo para encontrar una solución y pueda acceder a mi cuenta lo antes posible y así las perdidas no sean tan grandes. Sin mas me despido agradeciendo de antemano su apoyo para solucionar esta cuestión. Que puedo asegurar es un error ya que nunca he compartido o vendido el uso de mi cuenta con nadie mas desde que la cree hasta la fecha he usado la misma cuenta de banco para depositar al casino y para retirar fondos generados en el casino siempre los he enviado a esta misma cuenta de banco, misma que esta a mi nombre. Saludos.

Automatic translation:

Public

Katarina

Casino Analyst & Complaint Specialist

Public

10 months ago

Dear IanZeeva1,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BC.Game Casino MX.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

Could you please describe what information was requested of you in that form you mentioned, please?
Could you please describe what the disputed amount in this complaint represents?
Could you please share your communication with casino regarding this issue to my email katarina.d@casino.guru? Please include emails, live chat transcripts and screenshots.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Edited by a Casino Guru admin

Public

IanZeeva1

Silver

Mexico

Public

10 months ago

Original

Translation

Of course, in the form they asked me the following;

1. Username of the account I want to recover.

2. email linked to that account.

3. Telephone number linked to that account.

4. What type of currency is used in the account?

5. I will submit a full screenshot (in JPG, JPEG, or PNG format only) of my personal cryptocurrency wallet or fiat banking app showing the oldest and largest deposit or withdrawal transaction related to this BC.game account (ensuring the TXID is fully visible in the cryptocurrency wallet screenshot),

6. They asked if I had sent any tips from 30 days ago to date,

7. which public IP address do I use to access this account,

8. Which device(s) did you use to access this account (e.g. iPhone, Android, Windows PC, etc.)

9. If the account has been previously verified, the last 3 digits of the identification number of the document that was used.

Regarding the amount I stated as in dispute, it's merely a rough estimate of the sum of the bonuses that will expire, the benefits I won't be able to participate in, and the account balance. However, I have no dispute with the casino about money, amounts, or anything like that. I'm only seeking my casino access back in my account, since for approximately 30 months I've been trying to upgrade to a VIP level to access more benefits, and I never imagined this was an option. Until this event, I had nothing but positive feedback about the casino. So, if you think it's advisable to withdraw the amount of the complaint, if possible, I recorded it because I thought it was required.

And of course, I'll send them to your email. I appreciate your attention and time spent on this matter, which I would like to resolve.

Without further ado, I bid you farewell. Best regards.

Claro que si, en el formulario me solicitaron lo siguiente;

1. Nombre de Usuario de la cuenta que deseo recuperar.

2. correo electrónico vinculado a esa cuenta.

3. numero telefónico vinculado a esa cuenta.

4. cual es el tipo de divisa que utiliza en la cuenta.

5. enviara una captura de pantalla completa (únicamente en formato JPG, JPEG, o PNG) de mi cartera de cryptomoneda personal o de la aplicación bancaria fiduciaria donde muestre la transacción mas antigua y de mayor cantidad ya sea deposito o retiro relacionada con esta cuenta de BC.game (asegurando que el TXID sea completamente visible en la captura de cartera de cryptomoneda),

6. preguntaron si había enviado alguna propina desde hacia 30 días a la fecha,

7. cual dirección de IP publica que utilizo para acceder a esta cuenta,

8. Cual(es) dispositivo(s) ha utilizado para acceder a esta cuenta (P.e. iPhone, Android, Windows PC, etc.)

9. si la cuenta ya se había verificado anteriormente, los 3 últimos dígitos del numero de identificación del documento que se utilizo.

Respecto al monto que establecí como en disputa es meramente un estimado aproximado de la sumatoria de lo que ascienden los bonos que expiraran, beneficios en los que no podre participar, mas el saldo en la cuenta. Mas no tengo ninguna disputa sobre dinero con el casino ni cantidades ni nada de eso. Yo solo busco mi de vuelta el acceso al casino en mi cuenta ya que por aproximadamente 30 meses he buscado subir de nivel VIP para acceder a mas beneficios y no imagine en ningún momento que esto fuera una opción de lo que pudiera pasar hasta este acontecimiento no tenia nada mas que buenos comentarios acerca del casino. Así que si ve recomendable retirar, en caso de ser posible ese monto de la queja yo lo asenté por que pensé que era requisito.

Y claro que si, se las hago llegar a su correo, le agradezco su atención y tiempo hacia esto que quisiera resolver.

Sin mas me despido. Saludos.

Automatic translation:

Public

Katarina

Casino Analyst & Complaint Specialist

Public

9 months ago

Dear IanZeeva1,

thank you for your message and for your emails. My apologies for late respond, I was on a sick leave and could not reply.

Could you please clarify whether you can access your player's account in this casino at the moment?
Do you have to log in to your player's account every time you want to access it through your phone, please?
Do I understand correctly, that when you found your phone after half an hour, the whole app shut down and you were then asked to log in to your casino account again?

Looking forward to your reply.

Katarina

Public

Katarina

Casino Analyst & Complaint Specialist

Public

9 months ago

Dear IanZeeva1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Public

Katarina

Casino Analyst & Complaint Specialist

Public

9 months ago

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

BC.Game Casino MX - Player's account has been closed without reason.

Player stopped responding

Amount: Mex$1,200

Case summary