BC.Game Casino - Igrački račun je nepravedno zatvoren.

In June, bc.game blocked my account. After using it normally for about two years (always very good), and often losing money, I spent about $5,000. One day, I received an email asking me to complete Advanced KYC (I had already completed KYC). I uploaded the required document without any problems (it met all the standards), and they rejected it without explaining what was wrong. I managed to chat with them, and they told me they were closing my account but could refund me $1,200 (which corresponds to the deposits made during that period, if I understood correctly). Then, a few days later, I received an email telling me they had decided to close my account, and at first they didn't provide any explanation. I contacted them via email to ask the reason, obviously, since I had absolutely never intentionally violated any rules, but they always gave me very vague explanations, like "sports betting abuse" (I'd been playing with them for two years and when I lost, there were no problems?) and other things like "violation of terms," without specifying anything. I find myself filing this complaint because they stopped responding to me 20 days ago, and I feel absolutely violated, given that they closed my account, in my opinion completely unfairly, and are withholding over $3,000 of MY hard-earned and honest earnings. Please help me recover this amount (I'm also in financial difficulty because of this issue). Thank you in advance.

Al mese di giugno bc.game mi ha bloccato il conto. Dopo averlo usato normalmente per circa 2 anni (sempre trovato molto bene), e spesso aver perso soldi, un periodo sono salito a circa 5000 usdc. Un giorno mi arriva una mail che mi chiede di fare advanced kyc (avevo gia fatto kyc). Senza problemi carico il documento richiesto (rispettava tutte le norme) e me lo rifiutano senza pero spiegarmi cosa non andasse. riesco a parlarci in chat e mi dicono che mi stanno per chiudere il conto ma possono rimborsarmi 1200 dollari (che corrispondon a i depositi nel periodo se ho cpaito bene). Poi qualche giorno dopo mi arriva una mail che hanno deciso di chiudermi il conto e all inizio non mi forniscono spiegazioni. Li contatto via mail per chiedere ovviamente il motivo, visto che non avevo assolutametne mai violato intenzionalmente nessuna regola ma mi danno sempre spiegazioni molto vaghe, come "sports betting abuse" (?? due anni che giocavo con loro e quanod perdevo non ci stavano problemi??) e altre cose come "violazione dei termini", senza specificare nulla. Io mi ritrovo a fare questo reclamo perche da 20 giorni hanno smesso di rispondermi e mi sento assolutamente violato visto che mi hanno chiuso a mio parere assolutamente ingiustamente il conto e stanno trattenendo piu di 3000 dollari MIEI, vinti con fatica e onesta'. Vi prego di aiutarmi a recuperare questa cifra (sono anche in difficolta economiche a causa di questo problema). Vi ringrazio in anticipo

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Dear albitcoinH501,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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.?  
• What was the account balance at the time the account was blocked?
• 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.  

Best regards,  

Katarina

Dear Katerina, thank you for your quick reply, I really appreciate it.

I mainly played sports betting, I think I used roulette or blackjack 3-4 times maximum, but mainly sports betting.

At the time of the block, my balance was $4,500, and then they refunded me about $1,400 on July 3rd before permanently closing it, claiming it was the amount of my deposits (to be verified). However, I don't understand why the money was won and not the result of bonuses or promotions, but rather won by me in a legitimate and normal manner.

As I mentioned before, I only accumulated my real balance by playing. I also have a list of the bets I made during the period before my account was closed, so I can prove I was playing normally and, most importantly, nothing had changed compared to the past, and to prove it was closed by mistake.

Thank you and I remain at your disposal

Cara Katerina, grazie per la risposta veloce apprezzo molto.

Giocavo principalmente scommesse sportive, penso di aver usato 3-4 volte massimo la roulette o il blackjack, ma principalmente scommesse sportive.

Al momento del blocco il saldo era 4500 usdc e poi mi hanno rimborsato circa 1400 dollari il 3 luglio prima di chiuderlo definitivamente, perché dicevano che era l’importo dei miei depositi (da verificare). Comunque non capisco perché i soldi erano vinti e non frutto di bonus o promozioni, ma vinti da me in modo lecito e normale.

come anticipato prima ho accumulato il saldo reale solo giocando, tra l’altro se serve ho anche la lista delle scommesse fatte nel periodo che mi hanno chiuso il conto per far vedere che giocavo normalmente ma soprattutto non era cambiato nulla rispetto al passato e per dimostrare che me lo hanno chiuso per errore.

grazie e resto a disposizione

If needed, I also have video evidence of the last bets placed before closing the account, as well as the complete email exchanges, demonstrating their somewhat dubious behavior, with varying and always very generic explanations. Unfortunately, I had all my savings on BC Game, and they're causing me unjustified and, above all, significant inconvenience.

Qualora servisse ho anche prove video delle ultime scommesse effettuate prima di chiudere il conto e anche lo scambio completo di mail a dimostrare il loro comportamentop un po dubbioso, con spiegazioni che cambiano e sempre molto generiche. Avevo tutti i miei risparmi su bc game purtroppo e mi stanno creando un disagio ingiustificato ma soprattutto grande.

Dear albitcoinH501,

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Katarina