BC.Game Casino - Isplata dobitaka igrača je odložena.

I had a verified BC.Game account in 2024, which I later closed myself. Recently, I opened a new account.

I deposited $28 and won a balance of $4,500. When I tried to complete KYC, my first attempt was rejected, and then my account was marked as "permanently rejected" without giving me a chance to resubmit documents.

This feels extremely unfair, especially because I have already lost around $15,000 on BC.Game before this win. They accepted all those losses, but now that I finally won, they are blocking my account and refusing my balance.

Currently, BC.Game is only offering to return my deposit, which is not acceptable. I am willing to verify again with proper documents, even using my father’s ID if required.

Please help me get another chance for KYC so I can withdraw my winnings.

Evidence available: I have a screen recording showing my balance, deposit, and KYC rejection.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, 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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My withdrawal was permanently banned without any valid reason(kyc failed by team to banned withdrawal)

Later, my account was completely closed, and I can no longer access it.

I had $4,500 of my own funds in the account, which they have now blocked.

I have also taken a loan of $2,000, hoping I could manage it with my balance, but now I am under severe financial pressure.

Despite contacting support multiple times, BC Game did not resolve my issue. Instead, they shut down my account and ignored my complaint

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you receive official permission from BC.Game to open a new account after closing your previous one?

Most casinos only allow one account per person, and reopening a new one without written permission is usually a violation of their terms.

Was your new account verified with your real personal documents?

Were you able to successfully withdraw any funds from the new account before it was blocked?

What types of games did you play on the new account? For example, casino games, sports bets, or others?

Did you activate or use any bonuses on the new account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear DOMINIKA,

I have made this account after long time to play game

In starting, there is not any restrictions for deposit and withdrawal but when I have won this amount they have restricted my account only for withdrawal not for deposit

I was not well aware about bc allow one account but they know first account has been closed

I always play Crash, Roulette, Roulette lighting, xxxtrime roulette.

When I have chat them in support center, bc team always says we are not do chat on your topic please chat on Email with our team

And your account restricted permanently,

I was ready for everytype proof

My deposit withdrawal screen shot from binance

I have not use any type bonuses

Now I depressed😫😨

I am in loan, friends demand their money their dollar 💰

I have nothing

Dear player, was your previous account fully verified with your personal documents before it was closed?

Did you contact BC.Game or request permission to open a new account before creating the second one?

When exactly did you close your first account, and for what reason was it closed?

Yes my previous account was fully verified on my personal documents

Yes I have contact them by their support center in chat bot

Actually in my first account, I have lost my lots of dollars

That's why, I was not to play again and requested them to close account by self exclusive way also my account has been closed

But now they have scammed with me

Now, I am totally broken and dispersed

Please help dear

Please please please 😒😒

You are My last hope

Bc team and support team are doing scam

Now I am in loan also my city facing fload of water

My home has been broken and destroy

( I am form Pakistan, Punjab, city tuansa Multan jalalpur)

Watch news of jalalpur city

Now I need $

Please🙏😒 help

Dear player, do you have any written communication with BC.Game regarding your self-exclusion request or the closure of your first account?

For example, a confirmation email or a chat screenshot where you asked them to close your account. If yes, please send it to dominika.l@casino.guru or upload it here directly.

Can you confirm the exact or approximate date when your first account was closed?

Is your complaint about BC.Game or BC.Game Casino MX?

I have chat in bc game account to close my account

Approximately account was closed in may 2025

Please help

I can provide you email of account

Which was closed

Please contact with bc game team

To open account and provide me another to verify account again

Please😒

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear BC.Game Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel please help to solve my problem

I have provided everything to bc

All proofs+all deposits

But they have closed my account

My all assets 4500$ in the account

This payment is everything for me

I am in loan , stress, anxiety

Now one month completed but my issue not solved yet.

Please help

You are my last hope

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.

Fugaxgvtywcc, unfortunately, the casino has not provided any further response. Therefore, I must close this complaint as unresolved. There is an option for you to lodge a complaint to the regulator via the Anjouan Authority badge on the casino page: https://verification.anjouangamingboard.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=df30184dcaed3f5308dd09d1365891fb

Please, let me know if the authority responds to you or if you funds will be paid out to my e-mail: pavel.k@casino.guru.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello everyone, my name is Michal and I will be taking over this case. Here's the email we've received from the casino:

"Dear User:

We have received your feedback regarding your account and the restrictions imposed on it. We understand the inconvenience caused by the various reasons you previously mentioned.

We have verified that your account was banned because we detected multiple accounts abusing their functionality, resulting in the account being locked.

The KYC verification failed because you used UID 3416211 for fraudulent CPA verification.

Sincerely,

BC.Game Team"

Dear BC.Game Casino,

Thank you for your willingness to address this issue. Please provide me with any relevant evidence to michal.v@casino.guru. I will be waiting for your email.

Dear Michal:

I have send email to michal.v@casino.guru via martin@bcgame.com, plz check

Dear BC.Game Casino,

Thank you for your thorough explanation and the evidence provided.

Dear Fugaxgvtywcc,

Regrettably, I must inform you that I am unable to assist you further in this matter. The evidence I was able to review indicates that multiple accounts were created. It is important to note that each player should maintain only one account on the casino platform, using their personal information. Additionally, the payment methods utilized must also be registered in your name.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.