The player from Mexico had his account permanently locked for alleged "promotional abuse" due to sharing a household IP address with his wife. He clarified that both he and his wife were separate individuals, each verified with their own IDs, and insisted his winnings of $5,000.00 MXN came from his own deposits. He requested a review of his case to recover his winnings or at least his original deposits. After reviewing his confirmation that both accounts had been accessed from the same device and one deposit had been made using his wife’s payment method, we found the casino’s action justified under its terms and were unable to challenge the decision. The complaint was rejected because the shared device and third-party payment method created a duplicate-account risk, so the winnings were voided.
BC.Game Casino MX - Player's account is closed for alleged abuse.
Unjustified complaint
Amount: Mex$5,000
BC.Game Casino MX
Safety Index 8.1 HighCase summary
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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.
- Is there any possibility that you have both accessed the casino from the same device?
- Have you utilized a shared payment method?
- Have you both passed the KYC verification?
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
Hello Atila,Thank you for taking my case. I want to answer your questions with total honesty so you can help us clarify this misunderstanding with the casino:
1. Regarding the devices: My wife created her account on her own phone and I created mine on my HONOR X9c. However, her phone was constantly freezing and lagging with the casino app, so she did log in to her account from my phone a few times so she could play smoothly.
2. Regarding the payment methods: I made two of my deposits using my own Mercado Pago account. For the third deposit ($200 MXN), my personal balance ran out, so my wife made that specific transfer from her banking account to help me top up my balance.
3. Regarding the KYC verification: Yes, both of our accounts were fully verified with our respective official IDs (INE) and documents before the casino decided to block us.
We are a real married couple and we acted in total good faith as separate individuals. We did not intend to bypass any rules or commit fraud; we simply shared a device due to technical issues and helped each other with a deposit. Since both of our identities are fully verified and legitimate, I kindly ask for your help to request BC.GAME to at least release my genuine winnings of $5,000.00 MXN or refund our original deposited funds. Thank you.
Dear Player,
Thank you for your reply and for clarifying the situation.
After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.
You have confirmed that:
- Another person from your household has an account at the same casino.
- The same device has been used to access both accounts.
- The same payment method has been used for deposit into both accounts at least once.
From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device and funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.
While we understand that you and your spouse share a household, and access the casino from the same mobile phone, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.
Given the circumstances and your own confirmation of shared device and payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.
We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.
This rule is also outlined in the casino's Terms and Conditions:
17.It is prohibited to use a payment method of which you are not the sole holder or which belongs to a third party (for example, you may not use a family member's debit card to make deposits into your account). Any third-party deposit shall be deemed invalid (and any winnings or prize arising from the deposit shall be voided).
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Attila
