BC.Game Casino MX - Player's account has been closed.

Hello, my account was permanently blocked and I haven't received any response regarding the withdrawal of my deposited funds. I haven't withdrawn any funds or earnings; my account is verified as indicated. When I try to withdraw, instead of the correct amount, I'm shown a completely different amount. Screenshots are attached. Thank you.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I focused more on slot games. The amount I'm requesting isn't for winnings, but because my account was blocked for no reason. It doesn't seem fair that I can't withdraw anything and that this casino keeps my deposits. I contacted live support and they told me I could withdraw my net deposit, which is equal to all my deposits minus the amount I've withdrawn. In this case, it's 0 because I never withdrew anything.

Thank you for your response. Could you please confirm whether you have managed to withdraw your deposits as instructed by the casino?

If possible, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear player,

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.

That's what they've always said up until now, but they're not even giving me the full amount of the deposit I made. My actual balance supposedly shows 13 pesos, and that wasn't my last deposit. The screenshots I sent clearly show the net deposit, and now they're only giving me the deposit.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the clarification. To better understand the situation, could you please confirm the following:

• What was the total amount you deposited into the casino, and have you ever made any successful withdrawals?
• What amount is the casino currently allowing you to withdraw?
• Has the casino provided any specific reason for blocking your account?
• Did you use any bonuses or promotions while playing?

Thank you in advance for your cooperation.

Approximately 300 Mexican pesos and I never made a withdrawal

The amount I'm allowed to withdraw is only 13 pesos, and not even that because the minimum withdrawal amount is 25.

No, he never clearly stated why I was blocked.

Yes, the bonuses they've given so far are credited to the account balance, but it's not possible to play with anything, neither with bonus funds nor real money.

Thank you for the clarification.

Could you please confirm what your real-money balance was at the moment your account was blocked? If possible, please also provide a screenshot or transaction/game history showing the remaining balance at that time.

Please note that the total amount deposited does not necessarily represent the amount that should be available for withdrawal, as any funds lost through gameplay would no longer form part of your remaining balance.

Thank you in advance.

Dear player,

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.

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,
Attila
Casino.Guru