BC.Game Casino NG - Dobici igrača su konfiskovani.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino NG.

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 only the documents the casino refused to approve? Send the information 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

Dear Tomas,

Thank you for the opportunity to respond to this complaint.

After a thorough investigation, we can confirm that the rejection of this player's verification and the voiding of the associated winnings were the direct result of a confirmed breach of our Terms of Service — specifically, the creation and use of multiple accounts.

When the player requested a withdrawal, a standard KYC verification was triggered, as is common industry practice and required under our AML and responsible gaming obligations. Risk-based verification at the point of withdrawal is explicitly provided for in our Terms, which every user accepts upon registration; the absence of KYC at deposit does not waive it.

During this verification, our system flagged the player's submission as a duplicate. A manual review confirmed that the account is linked to another, previously verified account on our platform through: an exact facial biometric match, an identical government-issued ID document number, and an identical date of birth. In other words, the same individual had already completed KYC under a different account, and then registered a new account — which is strictly prohibited under our multi-accounting policy.

Winnings generated on a duplicate account are void under our Terms. As a goodwill gesture, we offered to return the player's full principal deposit, which remains available to them.

We reject the characterization of this as "bait and switch" or confiscation. The enforcement action was based solely on multi-account abuse, not on the size of the win. We have submitted complete evidence, including account identifiers, verification records, and biometric match results, to the CasinoGuru team privately for independent review.

We remain available for any further questions.

Kind regards,

BC.Game Team

Thanks to the casino representative for your response and the evidence provided.

Dear MustafaSani2233,

Based on the evidence from the casino, you created multiple accounts in the casino in relatively short succession, which is prohibited in almost all online casinos, including this one:

https://bc.game/help/terms-service

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.

Since the accounts were open in close succession and there was activity on both accounts, we cannot consider the breach of the casino's rules as accidental. We recommend you open only a single account in online casinos where you wish to play, to avoid similar issues.

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.