BC.Game Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino. You should be able to find your username mentioned in any marketing communication received from the casino to your email.

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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello sir this didn't share username on my email. Username name was automated, I didn't change the username, as my account is blocked now I'm unable to check my username, All my other details of account are given .Thanks& Regards

They just scammed me, I didn't take any bonus, I only deposited money by own, How this is possible, If I will temper bonus of BC why will I deposit?? Take notice please, and ask them to share proof if I did so. they will never be able to provide any evidence.

as my account got blocked I can only contact the team via email.They are just sending same reply which is totally baseless.

No sir I didn't get any bonus, I deposited my own money and I have won on crash game, after winning I tried to take my withdrawal but no avail, they blocked me, and now asking that your account will remain blocked, Please help me out to get my own deposited amount, They are scamming with loyal users which is unacceptable at all. if they will do so who will play them? Mind-blowing response that I have violated terms and conditions of bonus, I didn't do so, if I did why will I deposit on account? Mind-blowing, please help me to recover my total deposited amount. thanks& regards

Thanks for your reply.

• On the screenshot you submitted, there is no mention of breaching bonus terms and conditions; only (general) terms and conditions are mentioned. If there is any other communication you haven't yet provided to us for review, please share it with me at tomas@casino.guru
• Have you provided any documents during the verification process to the casino? Which ones?

Please let me know.

A

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thanks and hoping for my complaint resolution with your help.

Dear usiibaloch,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BC.Game Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BC.Game Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

Dear usiibaloch,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo