BC.Game Casino MX

Public

Goretti95

Silver

Mexico

Public

1 month ago

Original

Translation

I wish to file a formal complaint against BC.GAME casino for the unjustified withholding of my cash deposits and legitimate winnings, as well as denouncing a complete inconsistency and lack of ethics in the application of their security policies.

My account was successfully verified through the KYC process. For several days, the platform allowed me to register, accept my identity documents, and receive multiple cash deposits of my own money (small deposits until I reached the amount needed to activate a free spins promotion). The platform even authorized me to process and successfully receive a previous withdrawal of $50 pesos without triggering any security alerts.

The blocking of my account wasn't preventative, but rather completely reactive and opportunistic. The system allowed me to play, risk my money, and fully complete the wagering requirement (rollover) from the free spins, converting a maximum winnings balance of $112 into $100 of real money available for withdrawal. I also had my own real money balance in the account that I hadn't withdrawn due to the rollover requirements. It was precisely at the moment I completed the requirements and made real winnings that the system kicked me off the platform and blocked my access, claiming an IP/household match with my husband's account.

I formally denounce BC.GAME for not applying its policies to protect users, but rather as a tool to avoid paying out when a player wins. If the platform were truly protected and its terms were strict from the outset, they should have blocked registration or prevented deposits immediately (as regulated casinos do transparently), instead of waiting until I deposited, played, and won before confiscating my funds.

There was a misunderstanding after I sent my clarification documents from the email address I had created for my sister due to a login error on my phone. Support used this as an excuse to abruptly and definitively close the case. However, I have bank statements in my name that prove the legitimacy of every penny deposited.

I demand the immediate return of my cash deposits and the real money balance that rightfully belongs to me. The casino has the right to suspend an account if its house rules so dictate, but it has no legal right to confiscate the real money of a fully identified and verified user.

I have more proof downloaded from my app and email where they notify me that the account is verified, and I also receive by email the deposits I made from the casino and the withdrawal, only one.

Quiero presentar una queja formal en contra del casino BC.GAME por la retención injustificada de mis depósitos en efectivo y ganancias legítimas, además de denunciar una total incongruencia y falta de ética en la aplicación de sus políticas de seguridad.

Mi cuenta fue verificada exitosamente mediante el proceso KYC. Durante varios días, la plataforma me permitió registrarme, aceptar mi documentación de identidad y recibir múltiples depósitos en efectivo de mi propio dinero (abonos pequeños hasta completar la cantidad necesaria para activar una promoción de giros gratis). Incluso, la plataforma me autorizó procesar y recibir con éxito un retiro previo de $50 pesos sin lanzar ninguna alerta de seguridad.

El bloqueo de mi cuenta no fue preventivo, sino completamente reactivo y oportunista. El sistema me permitió jugar, arriesgar mi dinero y completar en su totalidad el requisito de apuesta (rollover) derivado de los giros gratis, convirtiendo un saldo de ganancias máximas de $112 en $100 de saldo real disponible para retirar. También contaba con saldo real propio dentro de la cuenta que no había retirado debido a las condiciones del rollover. Fue exactamente en el momento en que completé los requisitos y obtuve ganancias reales cuando el sistema me expulsó de la plataforma y bloqueó mi acceso alegando coincidencia de IP/hogar con la cuenta de mi esposo.

Denuncio formalmente que BC.GAME no aplica sus políticas para proteger al usuario, sino como una herramienta para evitar pagar cuando un jugador gana. Si la plataforma estuviera tan protegida y sus términos fueran estrictos desde el inicio, debieron bloquear el registro o impedir los depósitos de inmediato (como hacen los casinos regulados de forma transparente), y no esperar a que depositara, jugara y ganara para confiscar mis fondos.

Hubo una confusión posterior al enviar mis documentos de aclaración desde el correo que le había creado a mi hermana debido a un error de inicios de sesión en el celular, situación que el soporte utilizó como excusa para cerrar el caso de forma tajante y definitiva. Sin embargo, cuento con los comprobantes bancarios a mi nombre que demuestran la legitimidad de cada peso depositado.

Exijo la devolución inmediata de mis depósitos en efectivo y del saldo real que legítimamente me pertenece. El casino tiene derecho a suspender una cuenta si así lo dictan sus reglas de hogar, pero no tiene ningún derecho legal a confiscar el dinero real de una usuaria plenamente identificada y verificada.

Tengo más comprobante descargado desde mi app y correo electrónico donde me dan aviso que la cuenta está verificada y recibo por correo electrónico también los depósitos que hize por parte del casino y el retiro solo uno

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 month ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Attila

Complaint Specialist

Public

1 month ago

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.

Do I understand correctly that your husband also has an account at BC.Game Casino?
If so, is there any possibility that you have both accessed the casino from the same device? Have you utilized the same payment method?
Have you accumulated your winnings with or without an active bonus?

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,

Attila

Public

Goretti95

Silver

Mexico

Public

1 month ago

Original

Translation

Hello, thank you very much for your attention.

I'd like to tell you the following: my husband has his own cell phone and has had the account for some time now; I created the account from another device.

We have different payment methods.

Each to their own name.

Upon registering, I won 500 MX in roulette with no deposit and no rollover requirement.

But I lost this bonus and it was canceled. After that, I made sure I had a complete and successful KYC verification and waited for the casino's response to proceed with my first deposit without the bonus. I sent all my documents through the casino. The verification didn't take long; within minutes I received an email notifying me that the verification was complete. Confident that I was verified, I made my deposit and played for about two or three days. On September 10th, I made a successful withdrawal of 52 MXN without any problems or notifications that anything was wrong. Upon completing my 200 MXN deposits, I received 10 free spins on the game they assigned me. I won around 112 MXN and played the 950 MXN rollover.

This meant that if the rollover was completed, the winnings would be transferred to the real balance and could be withdrawn.

I entered the games that were indicated and started playing. During the day, my sister was creating an account from another device, but since she didn't know very well how to register the account, she gave me access to her email by logging in from my cell phone. She wasn't at my house, so I helped her with the email verification from my cell phone, and she only sent me the code from her phone number.

IMPORTANT: BCGame's terms and conditions clearly state that only one account per household is allowed. My husband created the account at my house using the same home Wi-Fi IP address I used to register and verify. At the time, I was unaware of this restriction because regulated casinos with strict security protocols block accounts upon registration based on IP address. BCGame Casino claims to have strict security, as stated in its terms and conditions, but this is not the case. They bypassed security and violated their own regulations.

Regarding my sister's account, everything was fine; she even received the same registration bonus of 500 MXN that I received. Since I wasn't notified of anything, not even a warning email, I continued playing as usual. After I finished my wagering requirements, and more than 8 or 10 hours had passed since I had helped my sister, the balance changed to real money. I proceeded to withdraw it, as I had real money that I had already deposited. I only withdrew what I had won from the spins, which was 100 MXN, and left the rest because I had to keep playing; I couldn't withdraw with that money.

I went into withdrawals, I put in 100, I was going to receive 92 pesos because they charge VAT, I clicked send and everything was going very well and hours and days had passed since the registration.

When it suddenly logged out, I thought it was strange, and then I was notified that the account was restricted. I could no longer access the casino; I only had access to the initial settings. From there, I started contacting customer service, but they didn't answer me, not even by email. I even resent my documents and all my information, thinking it was a verification error, but they didn't answer me on WhatsApp either. Later, I got a response in the chat because I logged in again, and they told me they couldn't give me any information due to the terms and conditions and that it was a given that my account was completely closed, which I don't mind. However, I do have a problem because all the money I deposited is mine; they didn't give me anything. The withdrawals were because I reached the $200 deposit threshold.

I have new information, and it's as follows: In the chat, they told me I had to complete the verification and send my documents. I asked how that was possible if you can't withdraw without verification, and I had already withdrawn. The casino unfairly closed my account and withheld my money without any explanation; they just cited the terms and conditions.

If that's the case, I need my money back because all of this happened because they weren't using security measures. They knew it wasn't allowed and they did it anyway. They waited until everything had happened so they had a pretext to withhold and cancel the account. The casino is contradicting itself; it's not complying with the terms and conditions regarding one account per household because they let too much time pass, and that should be done in the moment, not after everything had already happened. I just want my money back, and I want the account closed, no problem. I hope that's possible. The casino isn't following its own policies, and in the end, I'm the one who suffered. They knew it wasn't allowed and they let me deposit, and that's why they accepted my registration. They didn't follow their own strict security protocols as stated in their policy. They knew everything and did nothing from the beginning. I already made the deposit, and I want my refund because this was their fault, regardless of what happened to my sister. My situation is clear.

Hola muchas gracias por la atencion.

Le comento lo siguiente, mi esposo cuenta con celular propio tiene la cuenta ya hace tiempo, yo hize la cuenta desde otro dispositivo.

Tenemos metodos de pago diferentes.

Cada quien a su nombre propio.

Al registrarme gane en la ruleta 500 MX sin depósito y jugar rollover

Pero este bono yo lo perdí y se canceló después me asegure de tener la verificación KYC COMPLETA Y EXITOSA y espere la respuesta por parte del casino para proceder hacer mi primer depósito sin bono envié desde el casino todos mis documentos. La verificación no tarde mucho y a los minutos me llegó un correo avisándome que la verificación estaba completa. Con toda la confianza ya que estaba verificada hize mi depósito y juegue así por unos 2 o 3 días y el día 10 de septiembre hize un retiro exitoso de 52 pesos MX sin ningún problema o aviso de que estubiera algo mal , al completar mis depósitos de 200 se me regaló 10 giros gratis en el juego que ellos me asignaron, gane al rededor de 112 pesos y jugar el rollover de 950

Esto contaba que si terminaba el rollover las ganancias pasarían a saldo real y poder hacer el retiro.

Entre a los juegos que se indicaron y empeze a jugar , en el trascurso del día mi hermana estaba haciendo una cuenta desde otro dispositivo pero como no sabía muy bien cómo hacer el registro de la cuenta,me dió acceso a su correo electrónico entrando desde mi celular, ella no estaba en mi casa desde mi celular le ayude para que se hiciera la verificación de correo electrónico y solo ella me envió el código del número de telefono.

IMPORTANTE: En BCGame términos y condiciones dice claramente que solo se puede tener 1 cuenta por hogar, mi esposo hizo la cuenta en mi casa misma dirección IP de wifi de hogar que yo me registre y verifique. Al momento de hacer esto yo no sabía de dicha información porque en los casinos regulados, y extrictos con la seguridad bloquean la cuenta al momento del registro por la dirección IP, el Casino BCGame dice ser un casino con una estricta seguridad lo dice términos y condiciones y no es así , dejaron. Pasar la seguridad y no cumplieron sus leyes.

Por lo de la cuenta de mí hermana todo bien hasta recibió el mismo bono que yo recibí al registro 500 mx. Cómo no me dieron avisos de nada ni un correo electrónico de advertencia nada no se me dijo nada , yo seguí jugando habitualmente, al terminar yo mi rollover de los giros y ya había pasado más de 8 o 10 horas de haberle ayudado a mi hermana, el saldo se cambió a saldo real y procedi hacer el retiro como yo tenía dinero real que ya había depositado solo retire lo que había ganado de los giros y fueron 100 pesos MX y deje lo demas porque tenía que seguir jugando no podía hacer el retiro con ese dinero.

Entre a los retiros le puse 100 me iban a llegar 92 pesos porque cobran IVA le puse enviar y todo marchaba muy bien y ya había pasado horas,y días del registro.

Cuando de repente se salió cerro seción y se me hizo raro y en ese momento hora si me avisaron que la cuenta estaba restringida ya no pude entrar al casino solo al inicio tengo acceso y desde ahí empeze a contactarme al servicio pero no me contestaban ni por correo electrónico y hasta les volví a mandar mis documentos y toda mi información pensando que había sido un fallo de verificación en WhatsApp tampoco contestaron , después tube la respuesta en el chat porque ingresé otra vez y me dijeron que no podían darme información por los términos y condiciones y que ya estaba por hecho que mi cuenta estaba totalmente cerrada por la cual yo no tengo problema pero si tengo el problema que todo el dinero ingresado es mio ellos no me dieron nada los giros fueron xq yo alcance los 200 en depósitos.

Tengo nueva información y es la siguiente en el chat me dijeron que tenía que terminar la verificación y enviar mis documentos y le dije que como es posible eso si no se puede retirar sin la verificación y yo ya había retirado el casino me cerró injustamente mi cuenta y retenido mi dinero sin tener algo en claro solo me alegaron que términos y condiciones

Si es así necesito que me regresen mi dinero porque todo esto fue por que no están usando la seguridad ellos sabían q no se podía y aún así lo hicieron se esperaron a qué pasar todo y tener un pretexto para retener y cancelar. Se contradice el casino , no cumple términos y condiciones repecto a una cuenta por hogar porque dejaron pasar mucho y eso se hace en el momento no ya cuando paso todo. Yo solo quiero que me regresen mi dinero y la cuenta que quede cerrada no hay problema y ojalá sea posible y el casino pues no cumple con sus propias políticas y al final la afectada fui yo, sabían q no se podía y dejaron que yo depositara y para eso aseptaron el registro y no cumplieron su extricta seguridad como dice su política. Todo lo sabían y no hicieron nada desde el principio y pues ya deposite y quisiera mi reembolso porque esto fue culpa de ellos independientemente de lo de mi hermana.Con lo mío está claro

Automatic translation:

Public

Goretti95

Silver

Mexico

Public

1 month ago

Original

Translation

I want you to understand that I know you can't have two accounts at the same casino. If they blocked my account because of my sister's, that account isn't in my name, so I can't do anything with a casino account that doesn't have my information. How am I supposed to deposit and withdraw?

FRAUD I did not do or give false information.

But remember that the casino should have blocked my account at the time of registration because of my home IP address. I think that's enough information to know that the casino just took advantage of the situation to later restrict me. What I did afterward, without malice, was because they accepted it and let everything accumulate so that I couldn't do anything and they had the evidence to defend themselves and I lost.

My casino registration must have been blocked, and I think that's enough to say that the casino let it happen in order to keep my funds and everything else.

And now they're going to have their own terms and conditions and privacy policies, only for them, and their law will apply, but it didn't apply to me and they're going to claim that I did wrong when they were the ones who did wrong from the moment I registered.

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Sensitive attachment

Goretti95

Silver

Mexico

Sensitive attachment

1 month ago

Original

Translation

And as I told you, the screenshot shows exactly what I'm saying. They already knew I couldn't have the account, and even though they verified it, they knew it wasn't possible. I did it without knowing why. I know they block you at the time of registration if there are more accounts than necessary, but they didn't. They didn't apply their rules to me, but they use them to their advantage, and I'm the one affected because they're going to defend themselves with what they allowed to happen. What do you call that? Breach of terms and conditions, fraud, and theft from the customer on my part. They knew and didn't use any security measures. There's a screenshot of an email from my sister when the account was created, and they didn't do anything until more than 24 hours later. I knew this was intentional, and if it wasn't, there's no security like in other casinos where they do block you, and I've seen it happen. That's why I know they don't comply.

Automatic translation:

Public

Goretti95

Silver

Mexico

Public

1 month ago

Original

Translation

Completely Separate Identities and Payment Methods: My husband and I are two real people with separate mobile devices. We each used payment methods and bank accounts in our own name. We do not share funds or bank cards.

The account freeze was reactive and opportunistic: The casino successfully passed my KYC verification. It allowed me to deposit my own real money for three days and even authorized a previous withdrawal of $52 MXN on September 10th. If their "strict security" had detected the home IP address from the start, they should have frozen the account during registration or KYC, not waited until I deposited, risked my money, and won before applying the policy.

No Real Bonus Abuse: The initial registration bonus of $500 MXN was lost and completely canceled. The 10 free spins I played were not a free gift; they were a trading reward for depositing $200 MXN of my own real money. I legitimately completed the $950 MXN rollover.

The error with my sister: My sister's email login on my phone occurred hours after I made my deposits and played. It was a technical support error that does not affect my identity or the legitimacy of my funds.

Fair Request: I accept the casino's decision to permanently close my account due to its 'one account per IP/household' policy. However, in accordance with the Responsible Gaming and Fair Trade practices that Casino Guru upholds, the casino is obligated to refund my net cash deposits, as they originate from my verified bank account. Withholding my real money is an unjustified confiscation.

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 month ago

Thank you for the detailed explanation.

I would like to clarify the situation regarding your sister's account. Did your sister register and access her BC.Game account entirely from her own device, or was your device also used at any point to register or access her casino account?

You mentioned that you logged into your sister's email from your phone to help her with the verification. Could you please clarify exactly what steps you completed from your device and whether you ever logged into her BC.Game account itself?

Also, we kindly ask you to keep any further responses as concise and relevant to our questions as possible. We understand your concerns, but a high volume of information can make the case more difficult to review efficiently.

Thank you for your understanding and clarification..

Private

Goretti95

Silver

Mexico

Private

1 month ago

Original

Translation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Attila

Complaint Specialist

Public

1 month ago

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information provided, unfortunately, we are unable to assist you further with this complaint.

You have confirmed that you personally created your sister's casino account from your own device using her personal information and the verification code she provided to you. You also stated that you assisted with her KYC verification.

According to the casino's Terms and Conditions:

When you register an account with us, you accept and warrant that:

d. You are opening your account solely for personal use, and you are acting on your own behalf and not as an agent on behalf of a third party;

I understand that there was any intention to gain an unfair advantage, however, creating a casino account on behalf of another person is a breach of this condition.

For this reason, we do not have sufficient grounds to challenge the casino's decision in this case and will now proceed to reject the complaint.

I am sorry that we were unable to assist you with a more favorable outcome.

Best regards,

Attila

BC.Game Casino MX - Player's funds are being withheld.

Unjustified complaint

Amount: Mex$300

Case summary

Sensitive information