The player from Mexico reports that her BC.Game account was permanently restricted despite being fully verified, with all funds coming from legitimate bank transfers. She claims that no terms of service were violated and demands a manual review of her case and the return of her funds, as withholding them is seen as misappropriation.
BC.Game Casino MX - Player’s funds are confiscated and account is closed.
Opened
Current status
Waiting for player to reply
6d 23h 24m 46s
BC.Game Casino MX
Safety Index 8.1 HighCase summary
Discussion
Public
Public
35 minutes 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
Public
35 minutes ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you had Mex$468 (dispute value) in your casino account before you lost access to it?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
