BC.Game Casino - Pelaajan tili on suljettu ilman selitystä.

Hi Casino.guru

I have registered at BC.GAME on 9th of March 2023 with same email I am registered to Casino.Guru. My UID on Bc.game is: 104955058 

I have deposited the very same day 8 times with the total of 19.996,00 USDC.

I have reached to 26.000 USDC. I have never used any deposit bonuses. I declare that I play only with raw & clean deposits all the time. The very same date I have requested withdrawal and it was denied due to not verified account.

I start my process with verification and BC.GAMES offers "LINKED ACCOUNT" - link your account to existing one which is something new and I was aware of that even before I registered another account to BC.GAME. It means BC.GAME allow multi accounting and you can link up to 3 accounts under same documents and person.

Process went ok and My new account was verified instantly (Casino itself connected two accounts). Proof in Attachment. Let me mention I did video verification, taking photos of my ID and send also proof of address. BC.GAME has all docs and photos and everything was confirmed.

At this moment (9th March) situation with my accounts is following;

UID:104877861 -registered account before - VERIFIED, all withdrawals completed, balance 0. Last withdrawal was made after I linked two account together just for information.

UID: 104955058 - registered now - VERIFIED.

After my Account was Verified (all proofs I put in attachments) I have tried to make another withdrawal request. Unfortunately BC.GAME disabled me option of withdrawing from unknown reason. This was on 9th March Evening.

Next morning when I woke up my account was disabled to log in. I have sent to BC.GAME email what is happening and received answer that I need to fill Form for ACCOUNT RECOVERY. Why, for what reason absolutely I have no clue. My account was verified and working before. I have fulfilled Recovery form and send them back email on 10th March all my answers. (In attachment)

Casino.Guru

Please note situation for me is absolutely disturbing and not comfortable neither acceptable as there is a significant amount of my money held by BC. GAME. I have requested money back immediately.

In attachment I enclose;

- Proof of fully verified accounts (UID:104955058 UID: 104877861)

- Proof of successfully linked accounts (UID:104955058 UID: 104877861)

- MY ID CARD

Since BC.GAME is relatively slow in answering I kindly ask you to advise me where and on which way to turn to regulator and other institution to solve this matter asap.

I thought BC.GAME is safe environment for gambling without such one side decisions but I guess I was wrong. I play here only because they do not have withdrawal limits which I found very important for the nature of my gameplay.

Looking forward to put this complaint as priority as amount of held funds is significant. On your request I can you send proof of deposits to BC.GAME as you have limited attachment to 5 files.

Thank you,

K.

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 negative experience with BC.Game Casino.

If you wish to submit a complaint with the regulator of the casino, feel free to take advantage of the following resources:

https://casino.guru/guide/submitting-complaints-to-regulators

https://casino.guru/licensing-authorities/comoros-license

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the reasons for account closure? 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

Hi Tomas,

Thank you for prompt reply. I have sent you 7 photos (screenshots) to your email, total 10 emails in conversation. I have played Slots from Pragmatic Play and Live Games (Roulette + Baccarat) from Evolution Gaming.

Let me add something more regards to Email conversation. As you will find out, BC.Game is constantly changing their statement what they believe I did wrong to avoid returning my deposits. They mentioned;

Multiple Account Creation 

Self Referral or Creation Multiple Accounts

Prohibited Techniques

Also how is possible that I have multiple accounts when two accounts were fully verified. First account has multiple deposits and withdrawals and even when I have registered second account I got withdrawal of winnings instantly on first account.

Prohibited Techniques I have absolutely no clue what they mean by that.

And by Self Referral I did not use it, even I did not register through affiliate site. Both Accounts are separate and played individually.

I declare once again that my gameplay was pure of entertainment nature without any possible fraudulent activities or whatever reason not to play legimite.

Kiril

Dear Tomas and kirilro,

Thank you for bringing this case to our attention.

After a thorough review of the account UID: 104955058, our risk control team identified that this account is connected to a network of a significant number of accounts (118 accounts) operating from the same address/environment, which constitutes serious multi-account abuse and violates BC.GAME’s Terms of Service.

Due to the extremely large number of related accounts involved, it was not feasible for the operations team to individually investigate each of the 118 associated accounts on a case-by-case basis. As a result, the accounts involved in this network were locked in batch in accordance with our risk control policies.

However, in order to resolve the matter fairly, BC.GAME has decided to return the player’s deposited principal.

The withdrawal option has now been reopened for the player, and the player is requested to withdraw the refundable amount within 7 days. Please ensure that the withdrawal is completed within this period.

If the player needs any assistance with the withdrawal process, they may contact our support team directly.

Thank you for your understanding.

Best regards,

BC.GAME Team

Hi Tomas,

I can confirm BC.game allowed me to withdraw my deposits only.

How is possible that brand like BC.Game allows creation of more than 100 connected accounts without noticing. It is nonsense.

Do Not forget they allow multi accounting. Contradictory statement? For Sure.

BC.game confirmed there was no fraudulent activities with my gameplay when allowing me to withdraw my initial deposits which gives me rights to request outstanding amount of 6051 USDC as regular winnings. Screenshot of my balance in attachment.

Especially as my account was successfully verified and linked to my first account where winnings were paid out normally.

It is absolutely not acceptable that for one account they allow me to withdraw winnings and for another linked account to keep winnings.

Kiril

Thanks to both parties for your response.

Dear casino representative.

Kindly share any evidence that led you to conclude the player is associated with other accounts registered on your platform.

Share this evidence via email to tomas@casino.guru

Thanks in advance for your cooperation.

Dear tomas,

I have send the email through martin@bcgame.com, plz check

Thanks for your patience.

Dear Casino representative,

Thanks for sharing the evidence.

• Would you be able to share the records in a more reliable format? Were there any other matches found between the accounts listed?

Looking forward to your reply.

Dear Tomas,

Thank you for your response.

We would like to clarify that all data previously shared has been **accurately exported from our internal systems and reflects the true account activity**. However, due to the sensitive nature of our backend systems and internal risk controls, we are **unable to provide raw system files or additional formats**, as these constitute confidential information.

Regarding the account linkage, our investigation has already identified **clear connections between multiple accounts through shared wallet usage**, and this information has been provided to you privately.

At this stage, as a gesture of goodwill and to resolve the matter efficiently, we have **approved the user’s withdrawal of remaining funds**.

Given this resolution, we consider the case **closed from our side**.

Thank you for your understanding.

Hi Tomas,

I have remaining 6051,21 USDC on my accouny but still I can not withdraw it even if BC.game confirmed they will let me withdraw "remaining funds". Somehow funds are locked.

Looking forward for reply @bc.game & Tomas.

Kiril

Thanks for your reply.

Dear kirilro,

Were you in further contact with the casino support?

Were your further attempts to withdraw funds successful?

Please let me know.

Hi Tomas,

I had no further communication with BC.game. My withdrawals are limited equal to deposits. I have not received any email from BC.game either.

Remaining funds are still locked. Proof in attachement.

Looking forward for BC.game to re-enable withdrawal of remaining funds.

Kiril

Dear Tomas,

The account will be reopened within seven days, as I stated publicly three weeks ago.

Thanks to both parties for the update.

Dear kirilro,

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Tomas,

Remaining funds are still locked. Proof in attachement.

Looking forward for BC.game to re-enable withdrawal of remaining 6.505 usdc.

Kiril

Dear Thomas,

Thank you for your continued assistance with this case.

We would like to kindly request your confirmation on whether the user is still intending to proceed with a withdrawal.

As previously communicated to the user approximately one month ago, the account had been temporarily reopened to allow withdrawal, with a clear condition that the process must be completed within seven days. It was also explicitly stated that the account would be closed again after this period.

However, the user did not take any action within the specified timeframe and is now attempting to proceed well beyond the agreed deadline. This situation is somewhat confusing from our perspective, as the opportunity to withdraw was already provided under clearly defined conditions.

We would appreciate your guidance on how you would like us to proceed in this matter.

Hi Tomas,

I am more than surprised about answers from Martin from Bc.game. It looks like he is not reading conversation at all and has no real interest to open my remaining funds to be withdrawn.

BC.game clearly stated they will allow me to withdraw remaining funds (cca 6500 usdc) next to my deposits.

As written in my two previous answers, my funds are still locked and can not be withdrawn.

Kiril

Hello kirilro,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for not responding earlier.

Dear Casino representative,

You wrote:

At this stage, as a gesture of goodwill and to resolve the matter efficiently, we have **approved the user’s withdrawal of remaining funds**.

Could you please confirm the amount the player was supposed to withdraw?

Please let me know.

Dear Tomas,

Deposit 19993.1

Withdrawls 19990.04

The user has already withdrawn most of the principal; there is currently 2.06u available for withdrawal.

Thanks to both parties for cooperation.

Dear kirilro,

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hi there,

Remaining balance on my account is 6505 Usdc. Proof was sent in previous response.

Mr. Michal

It seems BC.game is not following complaint seriously. Looking situation at the moment at least you can do is to warn your visitors to not play on this questionable Casino.

Kiril

Hello kirilro,

I'm Michal, and I have taken over this complaint.

After reviewing the case, it appears that there has been a certain degree of non-compliance with industry standards on both sides.

A general industry standard rule found in nearly all online casinos is that each player is permitted to create and maintain only one account per casino. Additionally, if identical registration details are used (such as the same email, phone number, full name, address, etc.), the casino's system should prevent multiple/duplicate registrations.

While, from a strictly technical perspective, the casino may take action upon identifying such a breach, however, if the casino has, as you indicated, linked or merged your previous and current accounts, and permitted you to deposit and play, then any winnings that were earned fairly, without any unfair advantage, should be paid out.

Dear BC.Game Casino representative,

Thank you for the information and evidence provided thus far.

As I indicated, the creation of multiple/duplicate accounts, provided this has not represented any unfair advantage to the player, should, on its own, not be the sole reason for consideration of the player's winnings if they were won fairly.

Furthermore, since you were already aware of the player's multiple/duplicate accounts and you linked or merged the accounts and allowed the player to deposit and play, then any winnings that were earned fairly, without any unfair advantage, should be paid out. The confiscation of the player's winnings does not seem to be fully justified at this stage.

You mentioned one of the rule violations was "Prohibited Techniques". Can you please forward me any evidence supporting this?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for a independent review.

Dear Michal,

Thank you for your review and for outlining your perspective on this case.

We would like to provide further clarification regarding the severity and nature of the violations identified.

BC.Game maintains a strict zero-tolerance policy toward the abuse of multiple accounts. In this particular case, our investigation has confirmed that the user is linked to a network of 118 accounts, all controlled by the same individual or coordinated entity.

While shared wallet usage is one of the indicators observed, it is important to clarify that this is not the primary basis for our conclusion. The determination is based on a combination of internal risk signals, including but not limited to behavioral patterns, technical fingerprints, and cross-account activity correlations.

The accounts in question were registered using different email addresses and phone numbers, which strongly indicates a deliberate attempt to circumvent our multi-account detection mechanisms.

Furthermore, the purpose of creating and operating these multiple accounts was not incidental. Our risk analysis has identified patterns consistent with abusive strategies designed to gain unfair advantage, including coordinated activity indicative of arbitrage and hedging behavior across accounts.

Regarding the reference to "Prohibited Techniques," this classification is based on internal detection of structured activity patterns that are not consistent with normal recreational gameplay. These include coordinated betting behaviors across linked accounts aimed at minimizing risk and exploiting system mechanics.

Due to the sensitive nature of our risk control systems and detection methodologies, we are unable to disclose raw data, detailed logs, or specific technical triggers publicly or in detail, as doing so would compromise the integrity of our platform and potentially enable further abuse.

We would also like to clarify an important point regarding the account linkage mentioned by the user. While our system may allow account linking under specific conditions, this functionality is not intended to permit or legitimize large-scale multi-account operations, nor does it override our Terms of Service regarding abuse and unfair advantage.

Given the scale of the violation and the clear intent to bypass platform safeguards, we consider the enforcement actions taken — including account restrictions and limitation of benefits — to be fully justified.

As previously stated, and in good faith, we have already allowed the withdrawal of the remaining principal funds. However, any winnings generated under these conditions are considered invalid due to the breach of our Terms and the use of prohibited techniques.

We remain available to provide further clarification if required via private communication.

Thank you for your understanding.

Best regards,

BC.Game

Hi Michal,

If BC.believes I took unfair advantage of games which i strongly deny why they allowed me to play?

Why their security mechanisms allowed more than 100 accounts (which is nonsense and a lie) to be created and played?? What platform integrity is that?

One time BC.game allows multi accounting and next time they do not. "While our system may allow account linking under specific conditions."

Still nobody knows what is possible/allowed and what is not. Simply shows they are doing things the way they want and pay out players the way they want. Nothing else. Very questionable and insecure.

Fact is that until their claim of unfair advantage is proven with relevant arguments I see their decision of not paying out my winnings as a theft.

Kiril

Thank you all for your responses. Both parties raised valid arguments.

Dear BC.Game Casino representative,

Kindly provide me evidence of the and the "Prohibited Techniques" and the coordinated betting behaviors across linked accounts aimed at minimizing risk and exploiting system mechanics, the player allegedly was involved in for an independent review.

Without such documentation, we, as an independent dispute mediator, are unable to properly assess the situation or align with your decision.

Please provide me with the documentation to michal.k@casino.guru.

Dear Michal,

Thank you for your follow-up.

Since this issue involves retrieving and verifying your betting history, we are actively coordinating with the relevant department to process it. I am personally following up on this and will provide you with an update as soon as possible.

We appreciate your patience and will strive to deliver a clear resolution shortly.

If you have any other questions in the meantime, please feel free to let me know.

Dear BC.Game Casino representative,

I'm looking forward to your timely response with the requested information and evidence.

Dear Michal,

Thank you for your follow-up and for outlining the requirements for independent review.

After further internal review, we regret to inform you that we are unable to disclose the player’s detailed betting records, raw logs, or internal detection data. These materials contain sensitive risk-control information and proprietary monitoring methodologies, the disclosure of which would compromise the integrity of our anti-abuse systems and potentially expose internal detection mechanisms.

However, we would like to emphasize that the enforcement action in this case is not based solely on betting behavior analysis. The primary basis for our decision is the confirmed breach of our Multiple Account Policy under Section 6.12 of our Terms and Conditions.

As stated in Section 6.12:

> "Each player is permitted to register and operate only one account on the Website. Creating or attempting to create multiple accounts, whether under your own name or using the details of another individual, is strictly prohibited."

Our investigation confirmed extensive links between the player and a large network of related accounts. The associations identified were not limited to shared wallets, but also included multiple overlapping technical and behavioral indicators consistent with coordinated account operation.

We would also like to clarify that the account-linking feature referenced by the player is designed for limited compliance and account-management purposes only. It does not authorize or legitimize large-scale multi-account activity, nor does it override the platform’s prohibition against coordinated or abusive account usage.

Pursuant to Section 6.12, where we reasonably determine that multiple accounts are being operated in breach of the Terms, we reserve the right to suspend or permanently close related accounts and restrict associated benefits and winnings.

As previously mentioned, and in good faith, the player was permitted to withdraw the remaining principal funds. However, winnings generated under these circumstances were deemed invalid due to the confirmed breach of the platform rules.

We appreciate your understanding and remain available should further clarification be required through private communication.

Kind regards,

BC.GAME

Hi Michal,

As expected, BC.game did not come up with any real argument for unfair play as it does not exists and I am 100% sure about that.

Regards to multi accounting they are lost within their own words. As we discussed before they allow multi accounting on one hand and on other they do not.

Please do not forget I have verified linked account here and this account I connect with older one which was approved by BC.game. So they allowed me multi accounting.

Furthermore if they are sure about some Network of players whatsoever they call it simple question would be;

Why did they allow over hundreds of accounts to be created?

Why their security mechanism allowed me to play normally if they believe I am connected to some Network?

What platform integrity is that?

I am 100% sure that my winnings should be paid put unless they prove it I did something against unfair play.

Furthermore Michal, I believe most what can be done here is to warn especially new players about questionable decisions of casino and possibility for players to not get their winnings.

In this case BC.game casino rating should be much lower I guess including all BC.game complaints currently opened.

Kiril

Dear BC.Game Casino Representative,

Thank you for your response.

While I acknowledge your conclusion that a breach of your Terms and Conditions occurred following your internal review, the supporting evidence provided thus far does not appear sufficient for us in our capacity as an independent dispute mediator to fully assess and substantiate the enforcement action taken.

Although from a strictly technical perspective, multiple accounts may indeed have been created, it is also important to consider the broader context of the situation. Based on the information currently available, not only did your platform apparently lack effective safeguards preventing the creation of additional accounts despite overlapping registration details, but the player’s accounts were also reportedly known to your system, linked, and permitted to continue depositing and playing.

From a fairness and consumer-protection perspective, this creates concerns regarding proportionality and consistency of enforcement. In practical terms, the player was allowed to continue gambling and incur losses, while the breach appears to have been enforced primarily once substantial winnings were generated. This creates circumstances that may reasonably appear predatory in nature, and without independently reviewable supporting evidence, it is difficult for us to align with your decision.

I fully understand that you may be restricted by internal policies and the need to protect proprietary security systems and detection methodologies. However, without the possibility for independent review of the evidence underlying the alleged violations and coordinated abusive activity, the confiscation of winnings remains difficult to justify from an independent dispute mediator standpoint.

Additionally, by submitting a complaint through our forum, the player has provided consent for Casino Guru to receive and review relevant information and evidence related to their casino account in accordance with our complaint resolution procedures.

I would also like to emphasize that we remain open to facilitating this process further, including, if necessary, entering into a non-disclosure agreement or obtaining additional authorization from the player to allow confidential review of relevant materials.

At the same time, I would also like to reflect the player’s position, in which they explicitly deny abusing multiple accounts, confirm their willingness to cooperate fully throughout the verification and review process, and express a clear interest in resolving the matter amicably. This further reinforces the importance of a transparent and evidence-based assessment of the case.

I look forward to your timely response

Hi Michal,

Thank you for putting my opinion in right words.

"From a fairness and consumer-protection perspective, this creates concerns regarding proportionality and consistency of enforcement. In practical terms, the player was allowed to continue gambling and incur losses, while the breach appears to have been enforced primarily once substantial winnings were generated. This creates circumstances that may reasonably appear predatory in nature"

Exactly what are they doing. When you loose you can do everything, once you start winning they found some reason to shut you down.

Kiril

Dear Michal,

Thank you for your detailed and thoughtful response. We genuinely appreciate the care and diligence that Casino Guru brings to this process, and we respect the role you play as an independent dispute mediator.

We understand and take seriously your concerns regarding proportionality and the circumstances of enforcement. We would like to address these points as transparently as we are able.

Regarding the availability of evidence, we acknowledge that our inability to provide raw detection data for independent review places you in a difficult position. We want to be clear that this limitation stems strictly from the need to protect the integrity of our risk-control infrastructure — not from any intent to obstruct the review process. Our systems are designed to detect coordinated abuse across a large user base, and exposing the specific indicators used would directly undermine their effectiveness for all players on our platform.

On the question of proportionality, we understand how the timeline of enforcement may appear concerning from the outside. However, the identification of a multi-account network of this scale necessarily requires time and the accumulation of corroborating signals across accounts. Enforcement action was taken as soon as the investigation reached a sufficient threshold of confidence — not in response to the player's winnings specifically.

We would also respectfully note that the account in question deposited approximately $19,993 and was permitted to withdraw approximately $19,990 — effectively the full principal. This was extended as a good-faith gesture and reflects our genuine effort to act fairly within the constraints of confirmed Terms violations. We believe this meaningfully distinguishes the situation from the predatory pattern your mediation standards are rightly designed to address.

We recognize that without independent access to our evidence, you are unable to formally align with our decision, and we respect that position. At the same time, we must respectfully maintain our conclusion that a confirmed breach of Section 6.12 occurred, and that the invalidation of winnings derived under those circumstances is consistent with our Terms and Conditions and standard industry practice.

We are grateful for the opportunity to present our case through this process and remain committed to constructive engagement with Casino Guru on this and future matters.

Warm regards,

BC.Game Casino Representative

Dear BC.Game Casino Representative,

Thank you for your response.

I would like to clarify my previous message in a more transparent and structured manner, as I understand your concerns regarding the protection of your risk-control and detection systems.

I fully respect the need to safeguard proprietary security infrastructure and prevent any potential misuse or circumvention of internal controls. For this reason, I do not expect sensitive materials or operational details to be disclosed publicly.

At the same time, I would like to emphasise that, in order to ensure a fair and independent review, it is generally sufficient for such evidence to be shared privately with us as the dispute mediator. We handle all confidential or sensitive materials strictly within the scope of case assessment and do not publish or disclose such information externally.

If necessary, we are also open to formalising this process further through a non-disclosure agreement or through obtaining explicit authorisation from the player to enable confidential review of the relevant materials.

I fully understand that you may be bound by internal policies and legitimate requirements to protect your fraud prevention and risk detection methodologies. However, in the absence of at least a limited form of verifiable evidence supporting the alleged breach (such as multi-accounting or coordinated abuse), it becomes difficult to fully substantiate the confiscation decision from an independent review perspective. In such circumstances, the case would ordinarily be assessed as "Unresolved – Insufficient evidence from the casino."

Please note that such a classification will negatively affect the Safety Index rating of your casino and may also serve as a warning signal for other players regarding your practices. This is not an outcome we seek to apply lightly, as we always aim for a fair and proportionate assessment based on available evidence.

Finally, I would also like to reflect the player’s position, in which they explicitly deny any form of multi-accounting, confirm full willingness to cooperate throughout the verification process, and express a clear intention to resolve the matter amicably. This further reinforces the importance of ensuring that any final decision is supported by transparent and reviewable evidence.

That being said, I would respectfully ask you to provide us, as (at michal.k@casino.guru) an independent dispute mediator, with the evidence supporting the alleged rule violation attributed to the player. Alternatively, please clearly confirm if you are unwilling to share such materials for review, as any further extension of this case without any reasonable progress does not appear to be productive.

Hi Martin,

You have once again turn the words around with no proper argument.

Casino.guru does not need 100 proofs that I did something wrong but only one. Unfortunately it looks like you are unable to provide it. Why? Because it does not exist.

And I tell you now that I will not stop here.

I will forward case to other mediators, your partners & affiliates and anyone who brings you players and If I manage that at least 100 players will not play on your site due to possibility of money theft on your end I will be satisfied.

Kiril

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kirilro,

Unfortunately, I have not received any further response from the casino team, and the requested information and supporting evidence have not been provided.

As you, and anyone following this thread, can observe, the casino has shown reluctance to supply us, acting as an independent dispute mediator, with the evidence necessary to substantiate the alleged accusations and allow for an informed assessment of the matter. This lack of cooperation and supporting documentation significantly limits my ability to conduct a comprehensive and independent evaluation of the situation. Furthermore, they have not shown any reasonable willingness to find a potential settlement of the issue at hand.

As a result, we find ourselves unable to endorse the actions taken by the casino, and it seems that the confiscation of your winnings is unfair at this moment.

This absence of transparency contradicts the principles of fair practice that we are committed to maintaining, which are essential for fostering a fair gambling environment for both players and operators.

Consequently, we regret to inform you that we have to close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but without the casino's appropriate cooperation, there is little that can be accomplished. The negative effect on the casino’s safety index rating due to unresolved complaints may prompt them to reconsider their approach. Your case will also serve as a cautionary tale for other players regarding their practices. Should the casino decide to appropriately address this matter, we will reopen your complaint and inform you via email. In the meantime, should you want to pursue your complaint further, you can contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website.

This was the standard approach until not long ago. However, their complaint-handling process has since been updated, as outlined in their Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As BC.Game Casino has not appropriately engaged in our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru