BC.Game Casino MX - Player's withdrawal is delayed due to account blockage.

On August 27, 2026, I requested a legitimate withdrawal of 1,000 MXN from my BC.Game account in Mexico. Immediately after, the automated system blocked my account, accusing me of 'creating multiple accounts'. This is a complete mistake: I do not own, manage, or have ever created any other account on this platform.

I contacted live support to request a manual review and offered to immediately provide my official identity documents (KYC), proof of address, and proof of payment methods to prove I am a unique and real individual. However, support flatly refused to perform a manual review and closed my case, confiscating my funds unilaterally.

I am requesting Casino Guru's intervention to compel BC.Game to manually process my identity verification (KYC), confirm my account's legitimacy, and release my 1,000 MXN withdrawal. Freezing funds without offering a right to reply or verification violates fair gaming standards.

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Dear Jes17,

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 that I can fully understand the situation.

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you used any VPN or other IP-masking software while accessing your casino account?
• Have you used any shared devices, such as a mobile phone or computer, while playing at this casino?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Hello Veronica, good afternoon.

To clarify the situation: the balance was accumulated using a no-deposit bonus, and I played across different games to successfully meet the rollover requirements.

Regarding the security checks, I do not use any VPN or similar software. I am also the only person who uses my cell phone, as I never share or lend it to anyone. As for my household, to the best of my knowledge, no one else plays on this platform. I mention this because I am currently renting a room in a property that is not mine, so I cannot speak for other residents, but I can guarantee that no one else has access to my device or my personal account.

Please let me know if you need any further information or additional documents to move forward with the case

These are some of the games I was playing to meet the bonus requirements.

Hi, excuse me, are you still working on my case?😓

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

• You mentioned that you claimed a no-deposit bonus. Is there any chance that you created multiple accounts in order to claim the free bonus more than once and see whether you could successfully complete the wagering requirements and win from it?
• Have you recommended that other people in your household register at this casino and try the same bonus?
• Also, have you made any deposits into this casino?

Hi, don't worry, I really appreciate you continuing with the case.

As I mentioned, I rent my place and other people live there, not all of them family. I did mention that I gambled at casinos and such, but I don't think people would go looking for casinos and register at that specific one.

Of course, if I have a way to verify that I've accumulated the rollover requirements so I can withdraw.

And I haven't made any deposit because the app didn't ask me to when it gave me the bonus, since it's not really a bonus but it's from the free roulette where they offer prizes and I got the 1000 balance one and regarding that it asks you to bet that amount but not to deposit to withdraw like in some other casinos but I do have a way to prove everything ma'am.

I await your valuable response, Veroinika✋🏻🤚🏻

Dear Jes17

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Jes17,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BC.Game Casino MX representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please let us know on which basis you believe the user has used multiple accounts. Any such evidence may be sent to martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear Martin,

Thank you for your interest. I have not yet been able to locate the corresponding account using the email address and username provided; please provide the UID directly.

Dear casino representative,

thank you for your message.

Dear Jes17,

the casino has been unable to locate your account using the information currently available. Please send me your BC.Game UID to the thread, I will mark the message as sensitive.

Dear Jes17,

thank you for your response.

Dear casino representative,

are you now able to locate the account?

Dear Martin,

This user has three accounts associated with the same device, constituting reward abuse and multi-accounting; furthermore, the accounts have no top-up history or remaining balance. Specific details have been sent to you via email.

Dear casino representative,

thank you for providing us with your position and evidence regarding this complaint.

Dear Jes17,

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, as promotions are almost always intended for single accounts.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin