BC.Game Casino - Igrački nalog je zatvoren bez objašnjenja.

Hi Casino.guru

I have registered at BC.GAME on 9th of March 2023 with same email I am registered to Casino.Guru. My UID on Bc.game is: 104955058 

I have deposited the very same day 8 times with the total of 19.996,00 USDC.

I have reached to 26.000 USDC. I have never used any deposit bonuses. I declare that I play only with raw & clean deposits all the time. The very same date I have requested withdrawal and it was denied due to not verified account.

I start my process with verification and BC.GAMES offers "LINKED ACCOUNT" - link your account to existing one which is something new and I was aware of that even before I registered another account to BC.GAME. It means BC.GAME allow multi accounting and you can link up to 3 accounts under same documents and person.

Process went ok and My new account was verified instantly (Casino itself connected two accounts). Proof in Attachment. Let me mention I did video verification, taking photos of my ID and send also proof of address. BC.GAME has all docs and photos and everything was confirmed.

At this moment (9th March) situation with my accounts is following;

UID:104877861 -registered account before - VERIFIED, all withdrawals completed, balance 0. Last withdrawal was made after I linked two account together just for information.

UID: 104955058 - registered now - VERIFIED.

After my Account was Verified (all proofs I put in attachments) I have tried to make another withdrawal request. Unfortunately BC.GAME disabled me option of withdrawing from unknown reason. This was on 9th March Evening.

Next morning when I woke up my account was disabled to log in. I have sent to BC.GAME email what is happening and received answer that I need to fill Form for ACCOUNT RECOVERY. Why, for what reason absolutely I have no clue. My account was verified and working before. I have fulfilled Recovery form and send them back email on 10th March all my answers. (In attachment)

Casino.Guru

Please note situation for me is absolutely disturbing and not comfortable neither acceptable as there is a significant amount of my money held by BC. GAME. I have requested money back immediately.

In attachment I enclose;

- Proof of fully verified accounts (UID:104955058 UID: 104877861)

- Proof of successfully linked accounts (UID:104955058 UID: 104877861)

- MY ID CARD

Since BC.GAME is relatively slow in answering I kindly ask you to advise me where and on which way to turn to regulator and other institution to solve this matter asap.

I thought BC.GAME is safe environment for gambling without such one side decisions but I guess I was wrong. I play here only because they do not have withdrawal limits which I found very important for the nature of my gameplay.

Looking forward to put this complaint as priority as amount of held funds is significant. On your request I can you send proof of deposits to BC.GAME as you have limited attachment to 5 files.

Thank you,

K.

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Stay safe.

Hello,

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

If you wish to submit a complaint with the regulator of the casino, feel free to take advantage of the following resources:

https://casino.guru/guide/submitting-complaints-to-regulators

https://casino.guru/licensing-authorities/comoros-license

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the reasons for account closure? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for prompt reply. I have sent you 7 photos (screenshots) to your email, total 10 emails in conversation. I have played Slots from Pragmatic Play and Live Games (Roulette + Baccarat) from Evolution Gaming.

Let me add something more regards to Email conversation. As you will find out, BC.Game is constantly changing their statement what they believe I did wrong to avoid returning my deposits. They mentioned;

Multiple Account Creation 

Self Referral or Creation Multiple Accounts

Prohibited Techniques

Also how is possible that I have multiple accounts when two accounts were fully verified. First account has multiple deposits and withdrawals and even when I have registered second account I got withdrawal of winnings instantly on first account.

Prohibited Techniques I have absolutely no clue what they mean by that.

And by Self Referral I did not use it, even I did not register through affiliate site. Both Accounts are separate and played individually.

I declare once again that my gameplay was pure of entertainment nature without any possible fraudulent activities or whatever reason not to play legimite.

Kiril

Dear Tomas and kirilro,

Thank you for bringing this case to our attention.

After a thorough review of the account UID: 104955058, our risk control team identified that this account is connected to a network of a significant number of accounts (118 accounts) operating from the same address/environment, which constitutes serious multi-account abuse and violates BC.GAME’s Terms of Service.

Due to the extremely large number of related accounts involved, it was not feasible for the operations team to individually investigate each of the 118 associated accounts on a case-by-case basis. As a result, the accounts involved in this network were locked in batch in accordance with our risk control policies.

However, in order to resolve the matter fairly, BC.GAME has decided to return the player’s deposited principal.

The withdrawal option has now been reopened for the player, and the player is requested to withdraw the refundable amount within 7 days. Please ensure that the withdrawal is completed within this period.

If the player needs any assistance with the withdrawal process, they may contact our support team directly.

Thank you for your understanding.

Best regards,

BC.GAME Team

Hi Tomas,

I can confirm BC.game allowed me to withdraw my deposits only.

How is possible that brand like BC.Game allows creation of more than 100 connected accounts without noticing. It is nonsense.

Do Not forget they allow multi accounting. Contradictory statement? For Sure.

BC.game confirmed there was no fraudulent activities with my gameplay when allowing me to withdraw my initial deposits which gives me rights to request outstanding amount of 6051 USDC as regular winnings. Screenshot of my balance in attachment.

Especially as my account was successfully verified and linked to my first account where winnings were paid out normally.

It is absolutely not acceptable that for one account they allow me to withdraw winnings and for another linked account to keep winnings.

Kiril

Thanks to both parties for your response.

Dear casino representative.

Kindly share any evidence that led you to conclude the player is associated with other accounts registered on your platform.

Share this evidence via email to tomas@casino.guru

Thanks in advance for your cooperation.

Dear tomas,

I have send the email through martin@bcgame.com, plz check

Thanks for your patience.

Dear Casino representative,

Thanks for sharing the evidence.

• Would you be able to share the records in a more reliable format? Were there any other matches found between the accounts listed?

Looking forward to your reply.

Dear Tomas,

Thank you for your response.

We would like to clarify that all data previously shared has been **accurately exported from our internal systems and reflects the true account activity**. However, due to the sensitive nature of our backend systems and internal risk controls, we are **unable to provide raw system files or additional formats**, as these constitute confidential information.

Regarding the account linkage, our investigation has already identified **clear connections between multiple accounts through shared wallet usage**, and this information has been provided to you privately.

At this stage, as a gesture of goodwill and to resolve the matter efficiently, we have **approved the user’s withdrawal of remaining funds**.

Given this resolution, we consider the case **closed from our side**.

Thank you for your understanding.

Hi Tomas,

I have remaining 6051,21 USDC on my accouny but still I can not withdraw it even if BC.game confirmed they will let me withdraw "remaining funds". Somehow funds are locked.

Looking forward for reply @bc.game & Tomas.

Kiril

Thanks for your reply.

Dear kirilro,

Were you in further contact with the casino support?

Were your further attempts to withdraw funds successful?

Please let me know.

Hi Tomas,

I had no further communication with BC.game. My withdrawals are limited equal to deposits. I have not received any email from BC.game either.

Remaining funds are still locked. Proof in attachement.

Looking forward for BC.game to re-enable withdrawal of remaining funds.

Kiril

Dear Tomas,

The account will be reopened within seven days, as I stated publicly three weeks ago.

Thanks to both parties for the update.

Dear kirilro,

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Tomas,

Remaining funds are still locked. Proof in attachement.

Looking forward for BC.game to re-enable withdrawal of remaining 6.505 usdc.

Kiril

Dear Thomas,

Thank you for your continued assistance with this case.

We would like to kindly request your confirmation on whether the user is still intending to proceed with a withdrawal.

As previously communicated to the user approximately one month ago, the account had been temporarily reopened to allow withdrawal, with a clear condition that the process must be completed within seven days. It was also explicitly stated that the account would be closed again after this period.

However, the user did not take any action within the specified timeframe and is now attempting to proceed well beyond the agreed deadline. This situation is somewhat confusing from our perspective, as the opportunity to withdraw was already provided under clearly defined conditions.

We would appreciate your guidance on how you would like us to proceed in this matter.

Hi Tomas,

I am more than surprised about answers from Martin from Bc.game. It looks like he is not reading conversation at all and has no real interest to open my remaining funds to be withdrawn.

BC.game clearly stated they will allow me to withdraw remaining funds (cca 6500 usdc) next to my deposits.

As written in my two previous answers, my funds are still locked and can not be withdrawn.

Kiril

Hello kirilro,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for not responding earlier.

Dear Casino representative,

You wrote:

At this stage, as a gesture of goodwill and to resolve the matter efficiently, we have **approved the user’s withdrawal of remaining funds**.

Could you please confirm the amount the player was supposed to withdraw?

Please let me know.

Dear Tomas,

Deposit 19993.1

Withdrawls 19990.04

The user has already withdrawn most of the principal; there is currently 2.06u available for withdrawal.

Thanks to both parties for cooperation.

Dear kirilro,

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@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,

Tomas

Hi there,

Remaining balance on my account is 6505 Usdc. Proof was sent in previous response.

Mr. Michal

It seems BC.game is not following complaint seriously. Looking situation at the moment at least you can do is to warn your visitors to not play on this questionable Casino.

Kiril

Hello kirilro,

I'm Michal, and I have taken over this complaint.

After reviewing the case, it appears that there has been a certain degree of non-compliance with industry standards on both sides.

A general industry standard rule found in nearly all online casinos is that each player is permitted to create and maintain only one account per casino. Additionally, if identical registration details are used (such as the same email, phone number, full name, address, etc.), the casino's system should prevent multiple/duplicate registrations.

While, from a strictly technical perspective, the casino may take action upon identifying such a breach, however, if the casino has, as you indicated, linked or merged your previous and current accounts, and permitted you to deposit and play, then any winnings that were earned fairly, without any unfair advantage, should be paid out.

Dear BC.Game Casino representative,

Thank you for the information and evidence provided thus far.

As I indicated, the creation of multiple/duplicate accounts, provided this has not represented any unfair advantage to the player, should, on its own, not be the sole reason for consideration of the player's winnings if they were won fairly.

Furthermore, since you were already aware of the player's multiple/duplicate accounts and you linked or merged the accounts and allowed the player to deposit and play, then any winnings that were earned fairly, without any unfair advantage, should be paid out. The confiscation of the player's winnings does not seem to be fully justified at this stage.

You mentioned one of the rule violations was "Prohibited Techniques". Can you please forward me any evidence supporting this?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for a independent review.

Dear Michal,

Thank you for your review and for outlining your perspective on this case.

We would like to provide further clarification regarding the severity and nature of the violations identified.

BC.Game maintains a strict zero-tolerance policy toward the abuse of multiple accounts. In this particular case, our investigation has confirmed that the user is linked to a network of 118 accounts, all controlled by the same individual or coordinated entity.

While shared wallet usage is one of the indicators observed, it is important to clarify that this is not the primary basis for our conclusion. The determination is based on a combination of internal risk signals, including but not limited to behavioral patterns, technical fingerprints, and cross-account activity correlations.

The accounts in question were registered using different email addresses and phone numbers, which strongly indicates a deliberate attempt to circumvent our multi-account detection mechanisms.

Furthermore, the purpose of creating and operating these multiple accounts was not incidental. Our risk analysis has identified patterns consistent with abusive strategies designed to gain unfair advantage, including coordinated activity indicative of arbitrage and hedging behavior across accounts.

Regarding the reference to "Prohibited Techniques," this classification is based on internal detection of structured activity patterns that are not consistent with normal recreational gameplay. These include coordinated betting behaviors across linked accounts aimed at minimizing risk and exploiting system mechanics.

Due to the sensitive nature of our risk control systems and detection methodologies, we are unable to disclose raw data, detailed logs, or specific technical triggers publicly or in detail, as doing so would compromise the integrity of our platform and potentially enable further abuse.

We would also like to clarify an important point regarding the account linkage mentioned by the user. While our system may allow account linking under specific conditions, this functionality is not intended to permit or legitimize large-scale multi-account operations, nor does it override our Terms of Service regarding abuse and unfair advantage.

Given the scale of the violation and the clear intent to bypass platform safeguards, we consider the enforcement actions taken — including account restrictions and limitation of benefits — to be fully justified.

As previously stated, and in good faith, we have already allowed the withdrawal of the remaining principal funds. However, any winnings generated under these conditions are considered invalid due to the breach of our Terms and the use of prohibited techniques.

We remain available to provide further clarification if required via private communication.

Thank you for your understanding.

Best regards,

BC.Game

Hi Michal,

If BC.believes I took unfair advantage of games which i strongly deny why they allowed me to play?

Why their security mechanisms allowed more than 100 accounts (which is nonsense and a lie) to be created and played?? What platform integrity is that?

One time BC.game allows multi accounting and next time they do not. "While our system may allow account linking under specific conditions."

Still nobody knows what is possible/allowed and what is not. Simply shows they are doing things the way they want and pay out players the way they want. Nothing else. Very questionable and insecure.

Fact is that until their claim of unfair advantage is proven with relevant arguments I see their decision of not paying out my winnings as a theft.

Kiril

Thank you all for your responses. Both parties raised valid arguments.

Dear BC.Game Casino representative,

Kindly provide me evidence of the and the "Prohibited Techniques" and the coordinated betting behaviors across linked accounts aimed at minimizing risk and exploiting system mechanics, the player allegedly was involved in for an independent review.

Without such documentation, we, as an independent dispute mediator, are unable to properly assess the situation or align with your decision.

Please provide me with the documentation to michal.k@casino.guru.

Dear Michal,

Thank you for your follow-up.

Since this issue involves retrieving and verifying your betting history, we are actively coordinating with the relevant department to process it. I am personally following up on this and will provide you with an update as soon as possible.

We appreciate your patience and will strive to deliver a clear resolution shortly.

If you have any other questions in the meantime, please feel free to let me know.

Dear BC.Game Casino representative,

I'm looking forward to your timely response with the requested information and evidence.