BC.Game Casino - Nalog igrača je u opasnosti i treba ga otključati.

My account is in a risk sir please help me to unlock this account of my bc game I have contacted with bc game support also but they tell me that email me account in risk request and I have emailed that but no response from the bc game please help me sir to unlock my account I have requested you.

Dear Deathshot1910,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if any funds are being held by the casino? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you. 

Thank you for your reply.

Best regards,

Kristina

I have funds with rupees 85000 in vault of the bc game casino please help me to withdraw that money sir but account they tell it's will open please help me.

Thank you for your reply, Deathshot1910. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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.

I have played the live casino games

I have passout the verification process

I win with my money to at bonus

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

The user was asked to prove ownership of the account to unlock it as the user reported their account was hacked. Our email team needs the user to email us at support@bc.game and provide the requested documents so we can verify the user and help them further.

Best Regards

BC.GAME

I have emailed you sir with required document as I tell you that my email and phone number was lost,but I found that email so please don't consider email has lost.i have submitted email to your team please unlock my account sir help me. My account was a level with vip47 sir.

Hello everyone,

Thank you both for your replies.

Deathshot1910, has there been any news since my last message?

I have mailed the bc game please tell them to open my account this was to help of you mam.

Thank you very much, Deathshot1910, for your cooperation. 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.  

Greetings all,

Hello, Deathshot1910,

I am sorry to hear about your trouble. From now on, I will assist you with the case.

Let's ask the casino for an update.

Dear BC.Game Casino team,

Can you please provide us with an update on the matter? Has the player already contacted the casino, and if so, did he correctly do that? Is there any progress? Was he able to prove his identity and ownership of the account sufficiently? If not, what needs to be done on the user's side to proceed with proving ownership of the account and the verification, and/or unblocking his account?

Feel free to provide relevant details outside the thread. I sent you a message regarding this case through our external communicator.

Thank you.

Hello,

The user was asked to complete the advanced KYC and provide proof of deposit, but the user hasn't completed it yet. The user was reminded again and is still awaiting the requested documents.

Best Regards

Panda - BC.GAME

I have completed the advanced kyc of my bc game account

Thank you both for your replies.

Dear BC.Game Casino Team,

Do I understand correctly the user's casino account should have been or should be restored and accessible again?

Can you provide us with an update or further instructions for the player?

Thank you.

This is the deposit proof that you want

Hello,

No, this is not the proof we require. We need you to provide the video and screenshot from your wallet from where you made this transaction.

Best Regards

BC.GAME

Sir I don't have access to that wallet that's why I am facing this type of problem please sir help me I have only this deposit proof please sir check that 😭

Unfortunately, we won't be able to assist you with this as the requested documents must be provided so we can know the account is related to you.

Best Regards

BC.GAME

But sir I have provided that what I have please sir I have so much fund in my that wallet please help me sir to open it. You can ask me the another document i will give you sir 😭

Thank you both for your replies. I am sorry for the delay.

Dear Deathshot1910,

Unfortunately, since we are talking about standard requirements from the casino during the KYC/verification, and you, as the owner of the payment method, should be able to prove the ownership, and that you are the rightful owner of the casino account/payment method, there is no other option but to provide the casino with the requested.

So, I would only like to ask you a few questions to confirm the circumstances indicated above. But then, I am afraid I will be forced to close the case accordingly.

How is it possible you do not have access to your payment method used for depositing to the casino, and where did you get the screenshot of the deposit above?

Do I understand correctly and can you confirm you do not have access to the payment method in question, so you cannot verify the respective deposit/ownership of the payment method?

Unfortunately, if you cannot verify the deposit/ownership of the payment method sufficiently and in accordance with the casino's requirements, we will not be able to help you, and I will be forced to close/reject the complaint.

Thank you.

Greetings all,

Dear Deathshot1910,

Alright, I think that at this point, it is not necessary to drag the process out anymore.

Unfortunately, based on all the gathered information and details, we are closing the complaint as unjustified due to the impossibility of passing the KYC/verification, which is mandatory to withdraw anything from a casino account. There is nothing we can do to help you.

You can reopen this complaint anytime, however, we will need the requested details, and you will have to fully verify the payment method in question if we should proceed.

Thank you very much, BC.Game Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru

Greetings,

We decided to reopen the case based on the information we received from the complainant via email.

Dear Deathshot1910,

While we wait for the casino's response, can you please confirm that you provided the requested video recording also to the casino, following their instructions above?

"Our email team needs the user to email us at support@bc.game and provide the requested documents so we can verify the user and help them further"

"We need you to provide the video and screenshot from your wallet from where you made this transaction"

You provided us with a video. Do you also have a screenshot? Did you send both files to the casino's CS?

Thank you.

Dear BC.Game Casino Team,

Can you please review the matter once again and provide us with an update, since the user has already provided the requested documentation?

If everything is alright with the document(s), what are the next steps, please? If not - what needs to be done on the user's side to proceed, and can you provide him with detailed instructions?

Thank you.

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,

We are confirming from our email team and will get back to you with more info.

Best Regards

BC.GAME

The proof received by our team was not sufficient. Our email team has sent the user a new email to follow up and request the correct statement to show the transactions. Once the user complete that we will be able to assist him further.

Best Regards

BC.GAME

Great, thank you for the update.

Dear Deathshot1910,

Can you please find the email from the casino and provide us with more details on the information/document(s) the casino requested from you lastly? Alternatively, can you forward the casino's last email to my email (branislav.b@casino.guru)?

Then, can you inform us about the development after you provide the casino with the required documents?

Thank you. Looking forward to hearing from you.

Dear Deathshot1910,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, without the requested information/details/updates, it will not be possible, and his full cooperation will be required.

Thank you very much again, BC.Game Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru