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This week, I tried to make a withdrawal, something I had done once before without any issues, and found that my withdrawals were disabled. I contacted the casino support, and they asked me to complete the KYC. I attempted to do so, but an error occurred during the process. Following this, the option to try again was disabled.

I opened a new chat and was told that it would be re-enabled in a couple of hours so that I could try again. However, when I still couldn't do it by nighttime, I opened a third chat and was rather bluntly told, without being given any other option, that they had detected multiple accounts and that I wouldn't be able to attempt the KYC again. I insisted that I didn't have multiple accounts, explaining that I have one account and my husband has another. Their response was always the same, "We regret that we cannot assist you." When I asked how I could withdraw money, they repeated the same line, "You cannot withdraw money without completing the KYC. We regret that we cannot assist you."

I have access to the account and can place bets in the casino, slots, and sports betting—everything except withdraw money or attempt to verify my identity.

I have written them an email but haven't received a response. It makes no sense that I can use the account normally but can't withdraw. I have asked them many times to simply enable the KYC so I can try again, but they refuse.

Esta semana intenté hacer un retiro, cosa que ya había hecho en una ocasión sin problemas, y encontré que tenía deshabilitados los retiros. Me puse en contacto con el soporte del casino y me pidieron que completase el KYC. Intenté hacerlo y me dio error durante el proceso. A partir de ahí se me quedó deshabilitada la opción de intentarlo de nuevo.

Abrí un nuevo chat y me dijeron que en un par de horas lo habilitaban de nuevo para que lo intentase, pero como por la noche aún no podía abrí un tercer chat y de forma muy seca y sin darme otra opción me dijeron que habían detectado que tenía varias cuentas y que no podría volver a intentar hacer el KYC. Les insistí en que no tengo más cuentas, yo tengo una y mi marido otra. Su respuesta siempre era la misma, "lamentamos no poder ayudarle". Cuando les pregunté como podría sacar dinero me decían lo mismo. "No podrá sacar dinero si no completas el KYC, lamentamos no poder ayudarle".

Tengo acceso a la cuenta, puedo apostar en casino, slots, apuestas deportivas, todo, pero no puedo retirar ni intentar verificar mi identidad.

Les he escrito un mail y no he recibido respuesta. No tiene sentido que pueda usar la cuenta normalmente pero no pueda retirar. Les he pedido muchas veces que simplemente activen el KYC para que lo intente de nuevo y se niegan.

Dear Escriche,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve been experiencing with your account withdrawal and the KYC process. To better understand your situation and assist you in resolving this issue, could you please provide more details on the following:

• When you first completed a successful withdrawal, did you undergo the KYC process at that time, or was it not required then?
• Did the casino provide any specific details or evidence regarding their claim of multiple accounts? Have you or your husband ever received any notifications about account-related issues before?
• Could you confirm if you and your husband share the same device, payment method, or email address when accessing the casino? This information could be relevant to the casino’s concerns.
• Have you received any further communication from the casino after your last email? If so, could you share the details?

If you have any relevant communication, such as emails or screenshots, please feel free to forward them to petronela.k@casino.guru.

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,

Petronela

Good morning, thank you for your prompt response.

I answer your questions:

When you first completed a successful withdrawal, did you undergo the KYC process at that time or was it not required at that time?

No, I had both my email and phone verified, but I was not asked for KYC on the first withdrawal.

Did the casino provide any specific details or evidence regarding their claim that they had multiple accounts?

No, they just told me that several times and that they couldn't help me anymore. I insisted them to enable the KYC option again to try again and they refused.

Have you or your husband ever received notifications about account-related issues?

So far I haven't had any problems.

Could you please confirm if you and your husband share the same device, payment method or email address when accessing the casino? This information could be relevant to the casino's concerns.

The emails are different. The computer we use is the same.

Have you received any further communication from the casino after your last email? If so, could you please share the details?

There has been no further communication. I sent them an email but have not received a reply. All communication has been via web chat.

Buenos días, gracias por su rápida respuesta.

Respondo a sus preguntas:

Cuando completó por primera vez un retiro exitoso, ¿se sometió al proceso KYC en ese momento o no fue requerido en ese momento?

No, tenía tanto el mail como el teléfono verificado, pero en la primera retirada no se me solicitó KYC.

¿El casino proporcionó algún detalle específico o evidencia sobre su afirmación de que tenía varias cuentas?

No, solo me dijeron eso varias veces y que no podían ayudarme más. Les insistí en que habilitaran la opción de KYC de nuevo para volver a intentarlo y se negaron.

¿Usted o su esposo recibieron alguna vez notificaciones sobre problemas relacionados con las cuentas?

Hasta el momento no había tenido ningún problema.

¿Podría confirmar si usted y su esposo comparten el mismo dispositivo, método de pago o dirección de correo electrónico al acceder al casino? Esta información podría ser relevante para las inquietudes del casino.

Los correos son distintos. El ordenador que utilizamos sí que es el mismo.

¿Ha recibido alguna otra comunicación del casino después de su último correo electrónico? Si es así, ¿podría compartir los detalles?

No ha habido más comunicación. Les envié un mail pero no he recibido respuesta. Toda comunicación ha sido por chat de la web.

Dear Escriche,

Thank you for providing the additional information about your situation.

From what you've shared, it appears that the casino may have flagged your account due to the use of the same device by both you and your husband. When multiple accounts are accessed from the same device, it can be challenging for casinos to distinguish between different users, leading them to suspect that one individual may be attempting to operate multiple accounts, which is often against their terms and conditions.

To better understand the casino's actions and to see if there's a way forward, could you please provide some additional information?

• Can you let us know what specific games you and your husband have played on the casino site?
• Were any bonuses claimed or used by either of you during this time?

This information might help clarify the situation, as certain games or patterns of play, especially when bonuses are involved, could lead to misunderstandings or suspicions of multiple account abuse.

Thank you in advance for your reply.

Can you tell us what specific games you and your husband have played on the casino site?

In my case, I have played Plinko, some slots and sports betting. I don't remember if I have ever played roulette. My husband, in principle, only does sports betting.

Did any of you claim or use any bonuses during this time?

I haven't used any bonuses, and I don't think he has either.

Thank you very much for your help.

¿Puede decirnos qué juegos específicos han jugado usted y su esposo en el sitio del casino?

En mi caso he jugado al Plinko, algún slot y apuestas deportivas. No recuerdo si también alguna vez a la ruleta. Mi marido en principio solo hace apuestas deportivas

¿Alguno de ustedes reclamó o utilizó algún bono durante este tiempo?

Yo no he usado ningún bono, y creo que él tampoco.

Muchas gracias por su ayuda.

Hello,

The player has been violating the sports terms and conditions and has been locked by sports provider. According to users last message that they were involved in multiple games but where as they were just playing sports bets. Here are all our terms and conditions available for sports https://bc.game/help/terms-sports

Best Regards

Panda - BC.GAME

Good morning. That is not true. As I said, I have also played Plinko and several slot games. In any case, my problem is that they have blocked 650 euros of mine and they do not give me any option to withdraw them, they want to keep them.

Buenos días. Eso no es cierto. Como he dicho también he jugado al Plinko y a varios juegos de slots. En cualquier caso, mi problema es que tienen 650 euros míos bloqueados y no me dan ninguna opción para retirarlos, quieren quedárselos.

Hi Escriche,

Thank you for your understanding and for providing the additional details.

I’d like to clarify an important point regarding online casino policies. It is strongly forbidden for two or more players to access the same online casino account from the same device without prior communication with the casino. This policy is in place to prevent potential issues related to multiple account usage, which can lead to misunderstandings and suspicions of fraudulent activity.

When multiple accounts are accessed from the same device, casinos often flag these accounts as a precautionary measure. This helps ensure the integrity of the gaming environment and prevents abuse of their systems and promotions.

In your case, since both you and your husband used the same device to access the casino, it likely triggered these security measures. This is why the casino may have taken actions to block accounts or restrict withdrawals.

To avoid such issues in the future, it’s crucial to inform the casino beforehand if multiple individuals will be using the same device to access their platform. This allows the casino to manage accounts appropriately and avoid any confusion or problems related to their terms and conditions.

Unfortunately, given the circumstances, we have to uphold the casino’s decision regarding the blocked funds.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru