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

I am reporting a dispute with BC.GAME involving 66,000 NGN.

My account was locked due to alleged 'Multiple KYC registrations.' While I understand the casino has the right to close an account based on their internal security checks, they are currently refusing to return my principal deposit.

The Facts:

I had a balance of 6,000 NGN in the account.

I recently made a fresh deposit of 60,000 NGN.

My account was locked immediately after this deposit, and zero bets were placed with the 60,000 NGN.

Under standard Anti-Money Laundering (AML) protocols and fair gaming practices, a casino cannot confiscate funds that have never been wagered. Confiscating 'winnings' is one thing, but seizing an un-played deposit is a violation of international standards.

I am requesting the return of at least my 60,000 NGN principal deposit, which I never had the chance to use for gaming. I have provided a screenshot of the account balance and status."

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address or the same device also created an account at this casino?
• Have you possibly created more than one account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Veronika

Yes but I swear it was a mistake and then they told me I could link both my old account and this one to the same kyc

Thank you for your reply. Please forward me the communication between you and the casino customer support allowing you to link both of your accounts at veronika.f@casino.guru.

recovery@bcgame.com

that is where I contacted them

Dear Wisdom231[email hidden by Casino Guru]

The KYC verification failed due to multiple KYC registrations associated with the account, which constitutes a violation of our platform policies.

In addition, after reviewing the account history, we can confirm that the total withdrawal amount has already equaled or exceeded the total deposit amount. Therefore, there is no remaining principal balance available for withdrawal.

As a result, the account remains locked in accordance with our Terms and Conditions.

Thank you both for your replies and the provided information.

Dear Wisdom231, I understand that the casino blocked your account due to multiple account registrations and multiple KYC attempts, which constitutes a breach of the casino’s Terms and Conditions. Despite being asked to provide evidence that the casino explicitly allowed you to operate or link multiple accounts under the same verification, no such confirmation was provided from your side. For these reasons, we are unable to pursue this complaint further, and it will now be rejected.

I understand this is likely not the outcome you hoped for, but based on the available information, we believe the casino acted in accordance with its terms.

Best regards,

Veronika