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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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Can you please clarify how much money you had in your casino account before you lost access to it? In your message, you mentioned that the casino is withholding 27,699 PKR, but the dispute was set to 40,000 PKR.
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

​"Hello Kristina,

​Thank you for the opportunity to clarify further.

​Regarding the balance and level, I was playing naturally and did not expect my account to be blocked, which is why I don't have a screenshot of Level 44. The screenshot I shared earlier was from Level 37. By the time I reached Level 44, my balance had grown to over 40,000 PKR through gameplay, deposits, and referral rewards.

​The most critical point is that I was playing in USDT, and the account was abruptly closed immediately after I initiated a withdrawal to my Binance account. The withdrawal never arrived, and I was locked out of my account without any explanation.

​I have put a lot of hard work into this account, including bringing in over 100 referrals, which is not an easy task. It is very disappointing to see my efforts and funds withheld like this. I request you to please emphasize this with the casino and help me recover my account and hard-earned money.

​I was playing BC Originals (Crash) and my funds were legitimate. I hope for a fair resolution."

Thank you very much for your reply, Kamilkhan. I have a few more questions to help me fully understand the situation:

• When exactly did you create your casino account, and when was it closed?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Thank you.

Hello there,

Thank you for reaching out.

To assist you with your account recovery request, we will need to verify that you are the rightful owner of the account. Please complete the form below in the exact order. Incomplete forms may result in closure of your request.

🔐 Account Verification Form (BC.GAME)

1. What is the username of the account you want to recover?

2. What email is connected to that account?

3. What phone number is connected to the account?

4. What is the currency type do you use for this account?

5. Please upload a full screenshot (JPG, JPEG, or PNG format only) from your personal crypto wallet or fiat banking APP page showing older and larger deposit or withdrawal transactions related to this BC.GAME account (make sure the TXID is fully visible in the crypto wallet screenshot).

6. Have you sent any tips within 30 days?

7. What public IP address did you use to access this account?

(Search "what is my IP" on Google to find it)

8. Which device(s) have you used to access this account? (e.g., iPhone, Android, Windows PC, etc.)

9. If your account has been verified before, please provide the last 3 digits of the ID document used.

⚠️ Important Notes:

• Do not create multiple requests.

• Do not spam or harass support agents.

• Do not submit incomplete forms.

• Do not attempt to access accounts suspected of being sold or shared.

• Please note: If you are requesting an account unlock for a self-excluded account, you only need to provide the first three pieces of information

BC.GAME reserves the right to close your request if any of the above occurs.

We appreciate your cooperation and understanding.

Kind regards,

logo

Dear customer,

Thank you for your patience.

Unfortunately, we must inform you that following a comprehensive review of your account activity, it has been determined that you have violated our Terms of Service. Specifically, engaging in self-referral or creating multiple accounts is strictly prohibited, as it undermines the integrity of our platform and violates clause

5.1. PERSONAL USE. The Service is intended solely for the User’s personal use. The User is only allowed to wager for his/her personal entertainment and may not create multiple accounts, including for the purpose of collusion and/or abuse of service.

Regrettably, due to these violations, your account has been permanently locked. This decision, which is in accordance with our Terms of Service, to which all users agree upon registration, is considered final.

We take these matters seriously in order to uphold a fair and secure environment for all our users. Please understand that this decision is in accordance with our policies, and your account will remain permanently locked.

We appreciate your comprehension of our policies and thank you for your cooperation. Stay safe.

Best regards,

The BC.GAME Team_Chloe

Copyright © 2025 BC.Game. All Rights Reserved. We appreciate you!

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I am still waiting for your replay please reserve my if you

Dear Kamilkhan,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@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,

Kristina

Hello there,

Thank you Kamilkhan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why the player's account has been closed and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for your continued attention to this case.

Upon further investigation, we have identified that the user has logged into 49 different accounts using the same device. In addition, the same withdrawal address has been linked to over 50 accounts. This pattern clearly indicates a serious case of abuse and violation of our platform policies.

If required, we are prepared to compile and provide a detailed list of the related accounts and supporting evidence for your review.

Please let us know if you would like us to proceed with submitting this information.

Thank you for the update BC.Game Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Subject: Formal Response – Strong Denial of Multiple Account Allegations & Request for Reinstatement

Hello Peter,

Thank you for your response and for handling my case.

I would like to respond clearly and firmly to the allegations presented.

1. Strong and Clear Denial

I completely and categorically deny any involvement in creating, using, or controlling multiple accounts.

I have only one account, and there is no possibility whatsoever that I own or operate any additional accounts.

This is my final and firm position.

2. Explanation for Misinterpreted Data

The conclusions appear to be based on technical patterns that may have been misinterpreted.

Shared Device / Network

In Pakistan, many users perform deposits/withdrawals through market agents or shared environments

Multiple individuals may connect to the same WiFi/network or similar device setups

This can create the appearance of linked accounts

This is a common real-world scenario, not proof of shared ownership.

Shared Withdrawal Address

It is standard practice to use third-party merchants/exchangers

Many users send crypto (e.g., USDT) to the same merchant wallet

The merchant then provides PKR via cash or bank transfer

Because of this:

Multiple unrelated users may use the same withdrawal address

This does not indicate any relationship between accounts

3. Critical Point

The reasons presented (device linkage and shared withdrawal address) may explain technical overlap, but:

These do NOT prove that I own or control multiple accounts

These are not sufficient grounds for permanent account closure

At most, this reflects common regional transaction practices.

4. Firm Position

I want to make this absolutely clear:

I do not have any second account

I have never created or used multiple accounts

The question of multiple accounts does not arise at all

5. Request

I respectfully request your assistance in ensuring a fair and unbiased review of my case.

I kindly ask that:

My account be reconsidered for reopening

OR

My remaining balance be released

6. Final Statement

I have acted honestly and in good faith at all times.

I request that assumptions based on shared technical data not be treated as proof of violation without concrete and direct evidence.

I remain fully cooperative and available for any further clarification.

Thank you for your support and assistance.

Kind regards,

M SHAH BAJAURI

Subject: Additional Clarification – Strong Denial of Allegations & Request for Fair Assessment

Hello Peter,

Thank you for your continued support.

I would like to provide further clarification and strongly respond to the recent allegations.

1. Complete and Firm Denial

I once again clearly state that:

I have only one account

I have never created or used multiple accounts

Any claim suggesting otherwise is incorrect

2. Device Usage Misinterpretation

The claim regarding multiple accounts linked to the same device appears to be based on a misunderstanding of real-world usage:

In our region, mobile devices are frequently shared, resold, or passed between users

A single device may change hands multiple times over a period of time

It is therefore entirely possible that different individuals may have accessed different accounts on the same device at different times

This does not establish ownership or control of multiple accounts by one person.

3. KYC Consideration

It is important to note:

Each account requires separate KYC verification

Without valid identity verification, accounts cannot function properly

Therefore:

The presence of multiple accounts does not automatically link them to one individual

Each verified account represents a separate user identity

4. Withdrawal Address Explanation

Regarding the shared withdrawal address:

In practical use, funds can be transferred between users or through merchants

For example, if a user reaches account limits, they may temporarily use another trusted account or intermediary

Additionally:

It is common for multiple users to send funds to the same address (e.g., merchant or exchanger)

This is normal transactional behavior and does not prove coordinated abuse.

5. Key Point

The evidence presented appears to rely on assumptions rather than direct proof.

Shared device usage can have multiple explanations

Shared wallet/address usage is common in local market conditions

These factors alone are not sufficient grounds to conclude multiple account ownership.

6. Request

I respectfully request:

A fair and unbiased reassessment of my case

That conclusions be based on clear and direct evidence, not assumptions

And I kindly ask that:

My account be reopened

OR

My remaining balance be released

7. Final Statement

I have acted honestly and in good faith.

I strongly believe this situation is the result of a misunderstanding of regional practices and technical data interpretation.

I remain fully cooperative and available for any further clarification.

Thank you for your support.

Kind regards,

M SHAH BAJAURI

Subject: Additional Clarification – Strong Denial & Request for Account Reopening

Hello Peter,

Thank you for your continued support.

I would like to provide further clarification and respond clearly to the recent allegations.

1. Complete and Firm Denial

I once again clearly state that:

I have only one account

I have never created or used multiple accounts

Any claim suggesting otherwise is incorrect

2. Device & Network Misinterpretation

The claim regarding multiple accounts linked to the same device appears to be based on a misunderstanding:

In our region, devices are often shared, resold, or used in common environments

Multiple users may connect to the same WiFi or use similar devices

Over time, a single device may be used by different individuals

This can create technical overlap, but it does not prove ownership of multiple accounts.

3. KYC Consideration

Each account requires separate KYC verification

Different accounts represent different individuals

Therefore, multiple accounts cannot automatically be linked to one person without direct proof.

4. Withdrawal Address Explanation

In Pakistan, users often rely on merchants/exchangers

Multiple users may send funds to the same wallet address

Funds may also be routed through trusted individuals when limits are reached

This is common practice and does not indicate abuse.

5. Important Timeline & Warning Concern

I would like to highlight an important concern:

My account was not restricted during deposits

No warning or notice was ever issued to me

My account remained active without any issue

If this activity was considered a violation:

I should have been clearly informed or warned via email

I should have been given a chance to correct my activity

However:

I was never notified or warned about any violation

My account was suddenly locked without prior communication

This raises serious concerns about fairness and transparency.

6. Impact on My Account & Referrals

I have been an active and regular user for a long time

My account level reached approximately Level 44

I have built a referral network of 100+ users through personal effort

Due to this situation:

My referrals are also affected

Many of them are now questioning me

I have invested significant time, effort, and funds into this account.

7. Willingness to Cooperate

I am fully willing to cooperate and provide:

Bank account proof

Identity documents (CNIC / KYC)

Transaction history

Any additional verification required

8. Request

I respectfully request your assistance in ensuring a fair and unbiased reassessment of my case.

I kindly request that:

My account be reopened

9. Final Statement

I have always acted in good faith and as a genuine player.

I strongly believe this situation is based on a misunderstanding of technical data.

I request that assumptions not be treated as proof without clear evidence.

Thank you for your continued support and assistance.

Kind regards,

M SHAH BAJAURI

10. Suggestion for Fair Resolution Process

I would also like to respectfully offer a suggestion that may help ensure fairness for both players and the platform in cases like this:

If a player is suspected of having multiple accounts, the account should be temporarily restricted (not permanently closed immediately)

The user should then be contacted via email verification

A one-time OTP verification process can be used

The player should be asked to complete KYC verification again

After that:

The account that matches the verified KYC identity should be restored

Any accounts that do not match the verified identity or are confirmed as multiple accounts can be permanently blocked

I am fully willing for this process to be applied in my case as well:

If my KYC, identity documents, and bank details match correctly → my account should be reopened

If it is proven otherwise → you may take action, including permanent closure

However, in such a case, I respectfully request that clear and verifiable evidence be provided showing that multiple accounts are linked to my identity.

Final Confidence Statement

I state with full confidence that:

My account usage is genuine

My KYC, CNIC, and financial details belong solely to me

I have only one account

If my case is reviewed fairly and transparently, I am fully confident that the outcome will be in my favor.

Closing Suggestion

I believe this process would be:

Fair for genuine users

Effective in preventing abuse

Helpful in reducing unnecessary disputes

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 Peter,

I have sent you the relevant documents via email. Please check them.

Hello Peter,

Thank you for the update and for reviewing the documents provided by the casino.

I appreciate your time and assistance in handling this matter fairly. I remain fully cooperative and available if any further clarification or verification is required from my side.

Kind regards,

M SHAH BAJAURI

Dear Peter,

I have also sent you the required documents via email. Please check them and let me know if any additional documents are needed.

Best regards,

Kamil Khan

Thank you for the update BC.Game Casino representative. I have responded to your email and I await your reply!

Dear Kamilkhan, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Thank you for providing me with the information BC.Game Casino representative.

Dear Kamilkhan, the casino has provided me with evidence of multiple accounts. As you may know, each player may only operate one account, and fund it solely with their own funds. As your activity constitutes a clear violation of this policy we consider the steps the casino has taken to be justified. We advise against such activity in the future as casinos possess many systems to check for this activity. With this in mind, we will proceed to reject your complaint. Thank you for your undestanding.

Kind regards,

Peter