BC.Game Casino MX - Pelaajan tili on suljettu.

Hello, my account was permanently blocked and I haven't received any response regarding the withdrawal of my deposited funds. I haven't withdrawn any funds or earnings; my account is verified as indicated. When I try to withdraw, instead of the correct amount, I'm shown a completely different amount. Screenshots are attached. Thank you.

hola,bloquearon mi cuenta permanentemente y no recibo respuesta para retirar mis fondos depositados ,no retire nada de fondos o ganancias mi cuenta está verificada como lo indica ,en la opción de retirar en lugar que me aparezca la cantidad que aparece me dan una cantidad que no se ni como salió ,a continuación las capturas de pantalla, Gracias

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.

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

I focused more on slot games. The amount I'm requesting isn't for winnings, but because my account was blocked for no reason. It doesn't seem fair that I can't withdraw anything and that this casino keeps my deposits. I contacted live support and they told me I could withdraw my net deposit, which is equal to all my deposits minus the amount I've withdrawn. In this case, it's 0 because I never withdrew anything.

Me centre mas en los juegos tragamonedas ,el monto que pido no es por premio si no que sin razón bloquearon mi cuenta entonces no me parece justo que no retire nada y mis depósitos se los quede este casino ,me puse en contacto con el soporte en vivo y me dijo que podía retirar mi deposito neto que es igual a todos mis depósitos menos la cantidad que retire en este caso es 0 por que nunca retire

Thank you for your response. Could you please confirm whether you have managed to withdraw your deposits as instructed by the casino?

If possible, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Sergioh28,

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.