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I deposited via USDT and tried to withdraw, then a few minutes later, my withdrawal failed and when I went to the withdrawal page, I was met with this message

"Your crypto withdraw and tip permission have been suspended. If you have any questions, please contact us."

I have contacted the support team so many times and they keep promising me that it will be resolved, to no avail. Please, I don't know what else to do here. I have completed KYC advanced verification and I did not play with any bonuses. I just want to withdraw my funds. Please help me

Dear Galantadvesin,

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.

• Have you made any successful withdrawals before?
• Which payment method did you use to make deposits?
• Have you tried requesting a withdrawal via an alternative payment method?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My account was closed yesterday. I just want them to refund my balance to the USDT ton address that had the failed transfer.

I don't have a Binance USDT wallet and the fees for withdrawing in my Crypto wallet are high (2% of the money to receive funds, 2% of the money to convert to fiat and 2% of the money to withdraw to fiat) I would loose a lot of money, so I used a crypto exchange and they gave me their USDT ton address, which is what I added for withdrawal. I don't know if that's the problem. The crypto exchange only charged me $2 flat rate to withdraw. I don't know if it is banned to transfer funds through a crypto exchange or if their wallet address has been used multiple times in your casino, but I made a clean deposit and also tried to make a clean withdrawal. But now my account is closed and my money isn't refunded. I just want the support team to transfer my funds to the same usdt ton address that was cancelled, if not, I will insure almost 15% in fees

Thank you for your reply, Galantadvesin. Do I understand correctly that you had ₦681816 (dispute value) in your casino account when it was blocked?

Did you receive any explanation from the casino regarding this decision? 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.

No, no response at all. My account just got closed. I was told by the support team to send an email for refund, just like that. I don't even know why my account was closed

You guys have taken forever to respond

I apologize for the delayed response, Galantadvesin. We are currently discussing your case with the casino. I will get back to this complaint as soon as possible. Thank you for your patience.

Dear Galantadvesin,

After gathering all the necessary information and details provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, breached multiple times. We try to help players if they breach casinos' rules unintentionally or unknowingly, by mistake, not abusing anything. However, that is not the case here at all. You breached rules by registering many casino accounts. I hope you understand we cannot help you under such circumstances.

The casino acted correctly and in accordance with its terms and conditions, which you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, BC.Game Casino Team, for providing information and for your cooperation!

Best regards,

Kristina