BC.Game Casino NG - Player’s account has been closed, funds withheld.

Hello, I've been using my BC ACCOUNT for over a year and they clearly stated each user is entitled to 6 verification attempts and on my first verification attempt it didn't work, so it supposed to be remaining 5 verification attempt but instead they closed me out and refused to release my funds.

I've been complaining to them that I've done nothing wrong and they should allow me withdraw my funds but no positive response.

These is a case I've been battling since March 2025, over the sum of N 4,065,000 been stuck inside there but no able to withdraw. Please CASINO GURU help me.

I've been neglected by there team with no access to my account but funds

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino NG.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Which documents did you submit to the casino during the verification process? What might have been the reasons the document wasn't accepted from your point of view?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

1. . I've been a player on the platform for over a year now

2. I wasn't able to withdraw since last year March, where they blocked me from doing any further verification on my account which made the funds stucked in my account.

3. Casino(Plinko) and Sports

4. I've never participated in any of there promo or used there bonuses

5. Attached below

Dear EBUKA191111,

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

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.