BC.Game Casino - Pelaajalla on ongelmia tilin vahvistamisessa.

Hello,

I am facing an account email issue. I cannot access my registered email address, so I am unable to verify my account.

I contacted BC.Game support multiple times to request an email change or help with verification, but I have not received any reply.

I am able to access my account, but the email problem is blocking further verification.

I kindly request your help to contact the casino and assist me in resolving this email issue.

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.

Dear Teli,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with account verification due to the email access issue.

To better understand the situation and assess whether we can assist you, I would like to ask you a few clarifying questions:

• Could you please explain why you no longer have access to your registered email address? For example, was it deleted, hacked, or locked by the email provider?
• Have you contacted your email service provider to try to recover access to that mailbox? If yes, please let us know the outcome.
• When did you first contact BC.Game support regarding the email change, and through which channels (email, live chat, ticket system)?
• Did the casino request any specific documents or verification steps from you in order to change the email address?
• Do you currently have any funds or pending withdrawals on your account?

Please note that we should also inform you in advance that BC.Game has recently stopped responding to our queries, which may limit our ability to successfully mediate this case. Nevertheless, we are willing to review the situation and determine whether any further steps are possible.

If you have any screenshots, emails sent to the casino, or other relevant communication, please feel free to forward them to petronela.k@casino.guru so we can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution. Understanding how the email access was lost and what steps have already been taken is essential if we are to evaluate whether the casino acted reasonably.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

Thank you for your response. Please find my answers below:

1. Why I no longer have access to my registered email:

The email was created a long time ago and is now locked by the email provider. I do not remember the recovery details, so I cannot access it anymore.

2. Contact with email provider:

Yes, I tried to recover it, but the recovery was unsuccessful, and the provider did not restore access.

3. Contact with BC.Game support:

I first contacted BC.Game support several weeks ago through live chat and the ticket system, multiple times, regarding the email change issue.

4. Documents requested by the casino:

I have already completed KYC verification using my Aadhaar card, but the casino did not provide a clear procedure to change my email.

5. Funds / withdrawals:

Yes, I have funds / a pending withdrawal on my account. Currently, I am unable to log in at all, which makes this issue very serious.

I am willing to provide any additional verification or documents required to prove account ownership and add a new email address.

Kind regards,

Teli

Dear Teli,

Thank you for your cooperation and for providing detailed answers. I’m very sorry that this situation remains unresolved and for the frustration it has caused.

After carefully reviewing your case, we regret to inform you that we are closing this complaint as unresolved.

Why the complaint is being closed:

Unfortunately, despite our efforts, we are currently unable to proceed with mediation for the following reasons:

• BC.Game has stopped responding to us. At this moment, the casino has 29 active complaints classified under our No Reaction Policy, meaning they are not cooperating with Casino Guru or responding to our official requests.

• Because the casino is not communicating, we cannot verify their internal procedures, request an email change on your behalf, or confirm how your pending funds or verification status are being handled.

What this means for you:

This outcome does not mean that your claim is invalid or that the casino is right. It only reflects the practical limitation that, without any response from the operator, our Complaint Resolution Center is unable to move the case forward.

Our recommendation:

We strongly recommend that you:

• Continue attempting to contact the casino through all available official channels, and
• Consider escalating the issue to any relevant licensing authority or external consumer protection body, given that you mention funds or a pending withdrawal.

I sincerely apologize that we could not achieve a better outcome for you in this case. We understand how distressing this situation is, especially when access to your account and funds is involved.

If you have any other questions or need general guidance on next steps, please feel free to ask.

Kind regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the casino:

Dear user Teli,

We deeply apologize for the inconvenience this has caused you.

Could you please send the relevant doucuments mentioned above to our email: recovery@bcgame.com. We also recommend that you use your email address from BC.Game when sending proofs, and please check if it's same as your email address from CasinogGuru)

Upon receipt, we will immediately assign the support team to handle and resolve your issue promptly.

Dear BC.Game Team,

Thank you for getting back to us and for your willingness to give this case another review. We appreciate your cooperation.

Dear Teli,

As the casino has requested, please send the relevant documents to recovery@bcgame.com, preferably using the same email address registered with your BC.Game account (and ensure it matches the one used on Casino Guru).

Once you’ve submitted the documents, please keep us updated here in the complaint thread so we can continue monitoring the progress and assist if necessary.

We hope this additional opportunity will help move the case toward a satisfactory resolution for both sides.

Dear Teli,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru