BC.Game Casino - Verifiering av spelarkonto orsakar problem med uttag.

Hi, I played in this casino not for very long (I made bets and played in the casino)

When I tried to make a withdrawal, I was asked to go through verification, I went through it and they told me that there was a mistake on their part once, then after the second attempt at verification, they told me that I have a second account.

Although I am absolutely sure that I played with them for the first time.

The amount in my account is less than my deposit!

Привет, играл в этом казино не очень долго (Делала ставки и играл в казино)

Когда пытался сделать вывод меня попросили пройти верификацию, я ее прошел мне сказали что 1 раз была ошибка с их стороны, потом после 2 попытки верификации мне сказали что у меня есть 2 аккаунт.

Хотя я точно уверен что играл у них в 1 раз.

Сумма на моем счете меньше чем мой депозит !

Dear player,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• When was the last time you were in contact with the casino regarding the verification of your account and recovery of your player's balance?
• Which document have you provided during verification, and then later during additional verification?
• Did you achieve your current balance with the help of a bonus?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

I registered on March 16th, and verification attempts were on April 3rd.

I've been trying for 1 month, the answers are already templated

Russian passport, bank statement (Sberbank to confirm the address, there was a problem with it)

There are no bonuses, I didn't use them, the amount on my account is less than my deposit

I don't think so

Я зарегистрировался 16 марта, а попытки верификации были в 3 апреля

Я пробовал на протяжении 1 месяца, ответы уже идут шаблонные

Паспорт РФ, выписку из банка (Сбербанк чтоб потвердеть адрес, с ним как раз возникала проблема)

Нет бонусов никаких я не использовал, сумма на моем счете меньше моего депозита

Думаю нет

Thank you very much, Zakarsers, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Zakarsers,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru or via MS Teams

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.

Hello Michal,

The user was banned from using our services back in March due to sports abuse. Unfortunately, we are unable to assist the user with this matter. I have forwarded the bets and all relevant information to you for review.

Best Regards

BC.GAME

I bet $70 with you and didn't win a single $1 on my account (even less) I ask you to return my deposit

Я у вас ставил по 70 $ и не выиграл ни одного 1$ на счету мой депозит (даже меньше) прошу вас вернуть мой депозит

Thank you for all the information and evidence, BC.Game Casino team.

Dear Zakarsers,

Following an examination of the information and evidence provided by the casino team, your account has been flagged for engaging in activities classified as sports abuse. This determination was further validated by the sportsbook provider and is in direct violation of the casino’s Anti-Fraud Policy. Moreover, an account that is closely associated with you was previously closed for the same reasons back in March, which strongly suggests that you have established multiple or duplicate accounts. This constitutes a clear violation of the casino's terms and conditions according to rule 5.4.

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

As a result, we are unable to advance your complaint and must regrettably reject it. I recommend that you familiarize yourself with the casino's terms and conditions and, of course, follow them.

If you believe this decision has been made in error or wish to appeal, you are free to reach out to services that specialise in sports betting-related complaints. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.  We wouldn't be able to advise you correctly as we don't have enough insight into sports betting.

Because of the abovementioned reasons, I will now proceed with closing this case as rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru