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Dear alex3654,

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 you created multiple accounts at this casino?
• Could you please clarify which account was verified?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

I don’t think that I created multiple accounts, because: Samsub didn’t let me check my data last time, I didn’t even place bets on that account.

I forgot about it and after a while I made a new account, but now I made 1 bet and now they won’t let me pass Verify Samsub again.

I don’t remember the data from my previous account

I didn't use any bonuses. I only made 1 bet on my last account and that's it

Thank you for your reply, alex3654. Please understand that if you create more than one account, you have multiple accounts which is against any online casino rules.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I understand. but as I already said, due to a Sumsab error, the first account was not verified, I didn’t even place bets there

BC Game doesn't want to resolve this issue. they say we can't do anything

Thank you very much, alex3654, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello,

The account has been opened for withdrawal, user can withdraw their money, and after that we will lock the account again. We have a strict policy for any multiple accounts and is specified in our terms and conditions.

Best Regards

Panda

Greetings all,

Thank you very much, BC.Game Casino Team, for the update.

Dear alex3654,

I am sorry to hear about your trouble. From now on, I will assist you with the matter.

Can you please confirm your account has been reopened for withdrawals?

Please note the casino has the right to refuse to open an account or the right to close any, and we respect such a decision.

Can you inform us once you withdraw your disputing funds from the account successfully so the case can be closed? Or, is there then anything else I can help you with?

In advance, I would like to let you know that in case the casino decides to let you only withdraw your remaining balance and close your account, we cannot do anything with that. It is the casino's decision, and as was mentioned, they have the right to that.

Looking forward to hearing from you.

Dear alex3654,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested information and details.

Thank you, BC.Game Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru