BC.Game Casino - Рахунок гравця закритий, а виграші конфісковані.

Hello. I registered at bc.game casino on May 18. I made 3 deposits of $3,000 (May 18), $13,500 (June 6), and $19,000 (June 6).

I played blackjack almost the entire time. When I had about $9,000 left in my account, I hit a winning streak in blackjack and managed to get back to roughly $35,000 (I don’t remember the exact amount).

I decided to withdraw part of the money. They requested full verification with a video. I completed it immediately, but I sent a document to confirm my address a few days later (they needed a recent one).

A couple of days after sending the document, I received an email saying verification was complete – I could withdraw the money. But I couldn’t withdraw the funds; the same error occurred again. I asked in the chat: "What’s the problem?" The chat replied: "We will contact the department and resolve it." A few minutes later, I was logged out of my casino account, and when I tried to log back in, I received an "Account verification required" error. I wrote to the chat again: "Why can’t I access my account?" They replied: "Send an unblocking request to this email. Include your casino login (they created it for me), your email address, IP address, and a screenshot of the deposit. We can’t help you in the chat."

I sent an email with the requested information. Five days later, I received an email stating that I had violated their rules, and they decided to close my account and seize my deposits. I responded, asking what rule I had violated and why they seized my deposits. They replied that they conducted a review and made their decision, but I received no specific information.

I still cannot access my account or find out anything.

I need assistance with this situation. In my opinion, the casino simply took my deposits.

Здравствуйте. Зарегистрировался в казино bc.game 18 мая. Сделал 3 депозита 3000(18 мая), 13500(6 июня) и 19000(6 июня) долларов. 

Играл почти все время в блекджек, когда на счету осталось около 9000, словил волну побед в блекджеке и отыгрался до исходных примерно 35000(точную сумму не помню).

Решил поставить часть денег на вывод. У меня запросили полную верификацию с видео. Я это сразу же прошел, только доотправил справку для подтверждения адреса через пару дней(им нужна была свежая). 

В течении пары дней, после отправки справки, мне пришло письмо на почту, что верификация полностью пройдена - выводите деньги. Но вывести деньги не получилось, снова была та же ошибка. Я спросил в чате: "В чем проблема?". В чате ответили: "Сейчас свяжутся с отделом и решат". Через пару минут меня выкидывает из аккаунта казино и при повторном входе не дает зайти в аккаунт и выдается ошибка: Account verification required. Снова написал в чат "Почему я не могу зайти в аккаунт?" Мне отвечают: "Отправьте на такую-то почту запрос о разблокировке счета. С указанием логина в казино(они мне его сами придумали), ваш адрес почты, айпи, скриншот депозита. Мы в чате ничем помочь не можем".

Написал письмо с нужной им информацией на почту. Через 5 дней приходит письмо о том что я что-то нарушил у них и они решили закрыть мой аккаунт и забрать мои депозиты. Ответными письмами я спрашивал что я нарушил, какие правила, и почему они просто забрали мои депозиты. Они отвечают что провели проверку и так решили, никакой конкретики я не получил.

Зайти в аккаунт на сайте я так и не смог или узнать хоть что-то.

Мне требуется помощь в данной ситуации, по моему мнению, казино просто отобрало мои депозиты.

Dear by888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

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

• Have you accepted any bonuses while playing in the casino?
• Could you please share the communication you received from the casino containing accusations against you? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the answer.

Sent you screenshots by email tomas@casino.guru

For each deposit they wrote to me that they give me a bonus (at the time of making the deposit) + they wrote about some small bonuses just like that (about $20, it seems). As I saw, all these bonuses went to me in a separate account with their local currency. The last thing I remember was about $2,000. I did not touch the internal money and did not play with it.

Let me clarify that what I wrote in the complaint itself about 9,000 left, I won back up to 35,000. I mean only the usdt account to which I made deposits in usdt and on which I played. My usdt account at the casino at the time of blocking was approximately 35,000 usdt. I did not include bonuses or other currencies in the complaint.

Спасибо за ответ.

Отправил вам скриншоты на почту tomas@casino.guru

За каждый депозит мне писали что дают бонус(во время совершения депозита) + писали про какие-то небольшие бонусы просто так(около 20 долларов вроде бы). Как я видел, все эти бонусы поступали мне на отдельный счет с их внутренней валютой. Последнее помню, там было около 2000 долларов. Внутренние деньги я не трогал и на них не играл.

Уточню, то что я написал в самой жалобе про осталось 9000 отыграл до 35000 . Я имею ввиду только счет usdt на который вносил депозиты в usdt и на котором играл. На моем счете usdt в казино на момент блокировки было примерно 35000 usdt. Я не учитывал в жалобе бонусы или другие валюты.

Thank you very much, by888, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, by888,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note successful KYC/verification does not exclude prohibited play/breaching the casino's rules and can be considered irrelevant.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? Have disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear by888,

Please provide the casino with the requested.

Alright, by888.

Can you try to access your casino account with the correct email (without dots) and provide us with an update?

It rather looks like you mistakenly registered at the casino with an incorrect email address yourself. You are the one who fills your email address out.

I don't think so, I've been using this email for a long time. And entering it accidentally with errors is quite difficult.

I am attaching screenshots of the entrances to bc.game. With or without dots it gives the error: Account verification required. If I change the number or letter in the email (without changing the password), it says that such email does not exist.

Не думаю, я давно использую этот email. И ввести его случайно с ошибками - достаточно сложно.

Прилагаю скриншоты входов на bc.game. С точками или без выдает ошибку: Account verification required. Если меняю цифру или букву в email (не меняя пароль), пишет что такой почты не существует.

Yes, but it shows "Email or password is incorrect", which does not mean such accounts do not exist. They could have been registered with different passwords.

Dear BC.Game Casino team,

Can you look into the matter in more detail, consider all the screenshots and the details in them, and provide us with the results of your investigation?

Okay, it seems like the provided email is showing wrong information then I will attach screenshot on how it shows.

I have found the account with the email visible in above screenshots and will be checking it out and provide the response soon.

Dear BC.Game Casino team,

Thank you for letting us know. Do you have any updates?

Hello Branislav,

I have sent you a message regarding this.

Best Regards

BC.GAME

Hello,

We have pushed our tech team to recheck everything again and i am happy to let you know that the account is back to normal now. Please check it out and let me know if there is anything else I can assist you with.

Best Regards

Panda - BC.GAME

Thank you very much to bc.game for reviewing my account and casino.guru for resolving this issue. I confirm that the account has been restored and I can log into it.

Let me clarify, bc.game, can I continue playing with you?

Спасибо большое bc.game за то что пересмотрели мой аккаунт и casino.guru за решение этого вопроса. Я подтверждаю что аккаунт восстановился и могу на него зайти.

Уточню, bc.game могу ли я продолжать у вас играть?

What great news, guys!

Thank you, by888, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your question directed to the casino representative - I was in contact with them outside the thread and was informed that the account was unlocked and fully restored, without any information about limitations or winnings confiscation. So, feel free to continue playing and enjoy it - however, understandably, within the casino's Terms and Conditions you accepted upon registration.

Thank you very much, BC.Game Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru