BC.Game Casino - Nalog igrača je ograničen.

am writing to submit a complaint regarding my account being restricted without any clear reason. I have already completed all the required verification steps, and my account was fully verified before this restriction was applied.

I kindly request you to review my account again and explain the reason behind this restriction. If there has been any misunderstanding or issue, please let me know so I can resolve it as soon as possible.

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 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.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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,

Attila

Hello Attila,

Thank you for your reply.

Regarding the multiple account issue, some members of my family also use BC.Game, so it is possible that one of them logged into their account on my phone or used the same IP/network. However, I never tried to abuse the platform or create accounts for referral purposes.

I also have proof that BC.Game provided an official option to link accounts, and I linked my verified account through that process in good faith. Because of this, I believed everything was allowed and compliant with the platform rules.

The main issue is that I currently have 622 USDT in my account, including my winnings. If BC.Game does not want to restore my account access, then I kindly request at least the withdrawal of my remaining balance and winnings.

I played fairly and completed verification honestly, so I would really appreciate help in resolving this matter fairly.

Thank you for your assistance, and I am ready to provide any proof or screenshots if needed.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please let me know if you have logged in from the same device? Have you utilized any shared payment methods?

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your reply.

I have attached screenshots of my communication with BC.Game regarding my account restriction and withheld funds.

To answer your questions:

- I have logged in from the same device.

- Members of my family have also used the same device at times.

- I did not intentionally create multiple accounts to abuse promotions, bonuses, or referrals.

- BC.Game had an account-linking option, and I linked my verified account accordingly.

- After increasing my balance from approximately 2 USDT to around 700 USDT through gameplay, my account was restricted and my verification was rejected.

. I have alos verified account before winnings

Please let me know if you need any additional screenshots or information.

Thank you for your assistance.

Kind regards

This is my account verified before winnings

This is my account verified before winnings

Thank you very much for your response. Could you please provide clarification regarding the account linking process? Is there an option available for linking multiple accounts that belong to the same household within the casino? Additionally, could you kindly inform me whether a shared payment method has been utilized? Were any bonuses claimed on either of the accounts in question?

Thank you for your patience and cooperation.

Hello Attila,

Thank you for your response.

BC.GAME provides an account-linking feature that allows users to connect a second account to their primary account. My understanding was that this feature exists specifically for situations where more than one account is associated with the same person or household. Both accounts belonged to me and were not used to gain any unfair advantage.

Regarding payment methods, I used my own payment methods and did not share them with other users.

I did not intentionally violate any rules. If there is a specific issue with the linked accounts, I would appreciate clarification from BC.GAME regarding why the account-linking option was available and accepted, but my winnings were later denied due to multiple accounts / Bc game can check my referral I didn't use to gain bounce i didn't even recived 1$ for referral please check

As for bonuses,

"No bonuses were claimed on either account."

I kindly request a fair review of my case and the release of my legitimate winnings.

Thank you.

Make sure the statement about bonuses is truthful, because Casino Guru may verify it with BC.GAME. Also in my wallet pro there were $620 please ask bc game to give my winnings

Thank you for your prompt response. I would greatly appreciate it if you could clarify the reason for opening two accounts at BC.Game Casino. Have you deposited funds and participated in gameplay on both accounts?

Additionally, in your previous message, you mentioned that a family members also has an account at BC.Game Casino and that you have shared a device. However, in your most recent reply, you stated that both accounts belong solely to you. Could you please provide clarification on this matter? Thank you for your cooperation.

I would like to clarify my previous statement. When I said the accounts belong to me, I meant that I have logged into or used family members' accounts on the same device. My family members have their own BC.Game accounts, and because we share devices and internet connections, I may have accessed their accounts. I did not intend to mislead anyone by saying the accounts were solely mine.

Also, BC.Game itself provided an option to link the accounts after identity verification, which led me to believe this was allowed. Could you please clarify whether the issue is the shared device usage or something else? I would appreciate a fair review of my case and my winnings. Thank

BC.Game has articles which were shown that if an identity is already used on another account, users can link accounts and share the KYC status instead of completing a new verification. Their instructions specifically mention the "Link Existing Account" feature for this purpose.

Could you please clarify why BC.Game is now treating my case as a violation if their own system allows linking accounts when an ID is already associated with another account?

I would appreciate your opinion on whether this is consistent with the platform's stated KYC policy.

Thank you.

Thank you for your response. I would greatly appreciate it if you could provide a link to the rules you mentioned in your message.

Hello Attila,

Thank you for your response. Unfortunately, I do not have a direct link to the specific rule because the information was provided to me by BC.Game support during our communication. They informed me that family members can have separate accounts and that using the same device or network does not automatically mean the accounts belong to the same person.

The second account in question belongs to my family member, not to me. If BC.Game is relying on a specific rule to justify their decision, I kindly ask them to provide the exact rule or section of their Terms and Conditions that was allegedly violated.

Thank you for your assistance. I look forward to BC.Game's clarification and evidence regarding this matter and give me my winnings open my id

my family member got failed kyc bc gave an option on that id link external account i did that after I got both completed kyc I won 620 usdt everything were fine until I withdraw them after in processing state of withdrawal i got mail you account has been suspended

Thank you for your response. Could you please forward the communication in which customer support informed you that family members can have separate accounts within the casino and use the same device? Please note that without supporting evidence, we may need to reject this complaint as unjustified.

Thank you for your understanding.

Hi Attila,

Thank you for your response. BC.Game has information in its Help Center/articles stating that family members can have separate accounts even if they use the same device. This is why I believed my situation complied with their rules.

I kindly ask BC.Game to provide or confirm the relevant Help Center article or policy, as this information influenced my understanding when using the platform.

If necessary, I will also try to locate the article or any communication referring to this policy.

Thank you.

Link KYC across multiple accounts

You can link your accounts to share one verified KYC across up to three accounts, so you do not need to repeat the entire verification process for each account.

Primary / Main Account

If your Basic or Advanced KYC is successfully verified, the KYC Link entry will be unlocked and visible.

→ No minimum level requirement applies once KYC verification is completed.

Linked / Sub Account

If your Basic or Advanced KYC has failed, the KYC Link entry will only be unlocked and visible when you meet the minimum level requirement.

→ Minimum Level: Silver IV and above!

If your account does not meet the required level, this feature will not be visible or accessible to you.

Option A: Link an existing verified account when starting KYC

On the KYC page, choose Link existing account.

Verify ownership of the primary account, using email or phone verification.

Once verified, the linked account inherits the primary account’s KYC status.

Dear Player,

Thank you for your replies and for providing additional information.

After carefully reviewing all the information and the relevant terms, we must unfortunately inform you that we are unable to assist further in this case.

During the investigation, you confirmed that:

• You logged into your family members' BC.Game accounts using the same device.
• Members of your household also used your device to access their own accounts.
• You linked your KYC to another account after your family member's verification failed.
• You have not provided any evidence that BC.Game explicitly confirmed that family members may freely access each other's accounts or use the same device in the manner described.

While we understand that you believed the KYC linking feature allowed this setup, the Help Center article you shared relates to linking multiple accounts belonging to the same individual so they can share a single KYC verification. It does not state that different people or family members may access each other's accounts or share KYC verification.

Additionally, you confirmed that you accessed accounts belonging to your family members. Regardless of your intentions, using another person's casino account is generally considered a violation of the casino's Terms and Conditions and gives the casino legitimate grounds to restrict or close the accounts involved.

This is also outlined in the casino's Terms and Conditions:

6.12. Multiple Account Policy:

Each player is permitted to register and operate only one account on the Website. Creating or attempting to create multiple accounts, whether under your own name or using the details of another individual, is strictly prohibited. Likewise, you may not access or use the Services on the Website through another person’s account.

Where we determine that multiple accounts have been created or used in breach of this provision, we reserve the right to suspend or permanently close all related accounts, restrict access to the Services and/or the Website, and retain any funds held within such accounts, to the extent permitted by applicable law.

If we reasonably suspect that You have created or used more than one account, or has cooperated with other individuals to operate multiple accounts for the purpose of circumventing these Terms, we may treat such accounts as linked or duplicate accounts. In such circumstances, we may suspend, restrict, or close the relevant accounts and withhold funds while we conduct an investigation and complete any required identity verification procedures. Funds may remain withheld until You providers sufficient evidence demonstrating that no breach of this provision has occurred.

If you become aware that more than one account has been registered in your name or under your control, you must notify us immediately. Failure to inform us without delay may result in account suspension or closure and the withholding of funds in accordance with these Terms.

Based on the information available, we do not have sufficient grounds to challenge the casino's decision.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.