BC.Game Casino - Računi igrača su zatvoreni zbog problema sa povlačenjem novca.

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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.

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 advise what the disputed amount of $40000 represents in your situation?
• Have you completed verification in the casino recently or in the past?
• 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

I was a member for about two years. I constantly lost thousands of dollars then on my most recent deposit, I made a lot and my account had a balance of around $15,000 USD. My account was blocked and I was not allowed to make a withdrawal, even after contacting their support team and answering all questions they asked for.

B.C. Game never allowed me to withdraw these funds but STILL allowed me to gamble and make deposits.

I placed bets with slots, live games, betting on sports, etc.. Although I received small amount of bonus money, it did not result in my most recent winnings.

The total dispute amount is in regards to my total deposits of cryptocurrency, for both account I mentioned previously. Total amount in USD is around $60,000.

KYC verification was never asked for until I won money, then my account was restricted from withdrawals. After a few days, the only option I was given by BC Game team, was to gamble and make deposits, no withdrawals. My real money turned into worthless play money once deposited into the account, with no chance to make money or even get my deposited money back.

Screenshots of my conversations with their support team is attached.

Thanks for the explanation.

Could you please specify when your account in the casino was blocked?

Both accounts were blocked around a year ago, BC Game would be able to answer that accurately.

Thanks for the detailed explanation of the situation.

In general, our point of view is that if the casino allows players from a restricted country to register, they should pay out the player's winnings.

We’re sorry, but we are unable to assist you with your complaint. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

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

Player's message:

I understand why you do not pursue cold cases due to the lack of supporting documentation and inability to locate files. However, I have a thumb drive full of supporting documentation, along with a claim filed with SGBOK (attached).

The good thing about crypto transfers, is that the record is shown forever where you can clearly see the funds transferred into wallets associated with BC Game.

I have plenty of information to share within the past six months and older. I just need casino guru to mediate my justified complaint with BC Game.

Dear player,

Kindly supply evidence regarding your self-exclusion effort, including self-exclusion requests sent to the casino with timestamps.

You may send chat transcripts where you are asking for help or any related communication.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Thanks for your cooperation. I went over the provided information.

Please note this file is not accessible for me to review:

Kindly provide evidence that the casino should have prevented you from playing, due to being informed of your gambling addiction.

Looking forward to your reply.

That file you’re unable to load is already attached in one of the documents I sent you via email.

The dispute was sent to BC Game via email on 5/3/22, as I was asked for further identification, which I provided (attached). After providing this picture I didn’t receive a response of my dispute letter. Through live chat I notified their team that I had a gambling problem, asked to be blacklisted and even said that I am a USA resident. BC Game team had my personal information, yet allowed me to create another account under my same legal name, same iPhone device, same jurisdiction in the USA and allowed me to deposit and gamble thousands of dollars worth of cryptocurrency. It wasn’t until I made around $15,000, I was restricted from making any withdrawals. BC Game left me with no option to get my money back after I provided my identity information again, years later. Even then, BC Game only allowed me to continue gambling, with no restriction of doing so, even after they knew I was a US resident. The only option I had was to gamble the funds that remained in my account, as I was forbidden from making ANY withdrawals.

Thanks for the clarification.

Have you saved the interaction with support where you informed them about your gambling addiction?

Could you please specify when was the last time the casino allowed you to deposit on either account?

Please let me know.

Dear michael.suminski,

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.

I do not have the interaction saved but it was sent to BC Game via email, where I state my gambling addiction.

My last deposit they would have to pull up on my account(s).

Thanks for the clarification.

I apologize, but without the relevant evidence, we won't be able to confront the casino regarding their obligation to protect you. This evidence is crucial for us to proceed with the assistance of funds that were used for gambling.

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.