BC.Game Casino - Pelaajan tili on tilapäisesti poissa käytöstä.

Hello, I have made couple solana deposits at the bc.game, with last one I won up to 1.8sol, and decided to withraw 1.5 sol. I submited request, and next day I couldn't acess my account anymore, getting this message:

Your account is temporarily unavailable. Please contact our Customer Service team for assistance. support@bc.game

I sent them email with my details immediatly. I have never received my withraw or any email regarding my withraw or my account.

IT'S BEEN OVER A MONTH, without any response.

Dear B3lk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better assist you and investigate the situation with your account at BC.Game, could you please provide us with the following details?

• Could you please specify if you passed the full KYC verification?
• Am I correct in understanding that the casino has not responded to your email at all?
• Have you tried contacting the casino customer support via chat to ask if they received your email?
• Have you tried sending any more emails with your personal information?
• Could you provide us with a screenshot of the message you receive when trying to access your account?

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

Best regards,

Veronika

I don't think I have passed KYC yet.

No they haven't responded at all, and I got no email when my account was locked.

You need to log in to use live chat,so I can't really do that.

Yes I have sent second email with all my details.

Screenshot added

Please forward me the communication between you and the casino customer support regarding the suspension of your account at veronika.f@casino.guru. I appreciate your patience and cooperation.

There is no communication, I haven't received any response to my emails. 6 weeks of silent from them, not even an email when my account was suspended.

Thank you very much, B3lk, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear B3lk,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the blocking of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

The user's account has shown very weird and concerning logins, and that's the reason we have locked the user's account. The user has to prove their ownership of the account by sending us an email to support@bc.game once they send the email they will receive the details of what is needed to prove the ownership.

Best Regards

BC.GAME

I have sent you email 2025.03.14, still no response:

I even sent a second email to recovery@bcgame.com (on 2025.04.03) with my details and ownership proof:

No response there either.

I have sent the second email to recovery email, since the message when trying to log in have changed to this:

Since it only took you one day to make a response here, maybe you can take on the case and solve it for me as soon as possible. I think I have waited long enough already.

Dear BC.Game Casino,

Could you please outline the next steps for the player here in this thread? It appears that his emails from March may not have been received.

Your assistance in clarifying the process directly would be greatly appreciated.

Hello,

I just checked with our email team, and they need more info from the user. They have already emailed the user and are awaiting a reply.

Best Regards

BC.GAME

Dear B3lk,

Have you had a chance to review the email from the casino? If so, have you been able to provide the requested information?

Yes, I responded email immediatly with all information. They responded 4 days later, seems like it wasnt enough, so I filled it again with more detail. Waiting for them again. I don't understand why this process is taking so long and why is it so hard for them. I'm writing from my original and only registered email to my account, I have acess to my registered phone number and the crypto wallet I Used to deposit, I provided that all and it wanst enough...

Dear BC.Game Casino,

Could you please provide an update on the current status of the player's case? Additionally, please let us know if anything further is required in order to move forward.

Thank you.

I have great news! My account just got re-opened and my withdrawal went through instantly. Thank you casino guru team for assistance!

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 B3lk,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo