The player from Mexico requested a withdrawal of 1,000 MXN from her BC.Game account, but her account was subsequently blocked for allegedly creating multiple accounts, which she denies. After contacting support for a manual review and offering to provide verification documents, her case was closed without resolution, resulting in the confiscation of her funds.
BC.Game Casino MX - Player's withdrawal is delayed due to account blockage.
Opened
Current status
Waiting for player to reply
6d 23h 1m 26s
BC.Game Casino MX
Safety Index 8.0 HighCase summary
Discussion
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18 hours ago
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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58 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.
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58 minutes ago
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
