BC.Game Casino - Der Zugriff auf das Spielerkonto wurde gesperrt.

Hello, I am unable to log in to my account, it says that it requires verification, and they've practically locked me out of my account. I sent them my details as they requested:

Subject: KYC Review Request

1. BCGAME Username

2. Registered Email Address

3. UID

4. Phone Number (if any) with country code

5. TXID or order ID with a screenshot of the transaction from the sending wallet

6. Commonly used IP address

7. Commonly used device

yet, I received no reply, and I was unable to log in right after depositing 133 USD in TRX currency.

Hola , no puedo iniciar sesión en mi cuenta, dice que necesita de una verificación, literalmente han cerrado mi cuenta, les envié mis datos donde me pidieron :

Subject: KYC Review Request

1. BCGAME Username

2. Registered Email Address

3. UID

4. Phone Number (if any) with country code

5. TXID or order ID with a screenshot of the transaction from the sending wallet

6. Commonly used IP address

7. Commonly used device

y no obtuve respuestas, no pude iniciar sesión justo después de haber depositado 133 usd en moneda trx

Dear 66boy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent them and they have not responded to my gmail, I spoke to them on Twitter and they said they would respond soon, but nothing. I requested the withdrawal 4 days ago and I have been blocked. It won't let me log in. When I enter the account information it tells me, account verification required, I sent my Gmail information and nothing

les envié y no me han contestado los gmail, les hablé por twitter dijeron que pronto responderán, pero nada . solicité el retiro hace 4 días y he sido bloqueado. no me deja iniciar sesión. al poner los datos de la cuenta me dice , verificación necesaria de la cuenta , envié mis datos gmail y nada

Please I need help, mediate with them, block my account if they want or I don't know, but I want the money back, it's a scam otherwise

porfavor necesito ayuda, intermedia con ellos, que bloqueen mi cuenta si quieren o nose, pero quiero el dinero de vuelta, es una estafa sino

Have you sent or provided any personal documents to complete the KYC verification, please?

no, because I can't log into the account, and they haven't responded to my gmail

no, porque no puedo entrar a la cuenta, y no han respondido mi gmail

Thank you very much, 66boy, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear 66boy,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you state why the player's account got blocked? Could you provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks Stefan, I hope it can be solved as soon as possible.

gracias stefan, espero se pueda solucionar cuanto antes

Hello,

Please let me know your Userid or email address, which is related to BC.GAME account as i see the provided email is not coming up in our database.

Best Regards

PANDA - BC.GAME

jayson pir username, I can't see the id, because I can't log in, I just ask for my money back, I won't play in your casino anymore

jayson pir username, no puedo ver el id, debido a que no puedo ingresar , solo pido mi dinero de vuelta , no jugaré mas en su casino

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.

what a regrettable action by bc game, I hope it improves

que lamentable accionar de bc game, espero mejore

Hey Stefan,

Both the information provided and our database don't match. This is why we require Userid (UID), which is in numbers.

Best Regards

PANDA - BC.GAME

impossible to know, if they don't let me enter my account

imposible saberlo, si no dejan ingresar a mi cuenta

side, breast milk

sisi, asi es

breast milk side of ice

sisi asi es

Dear BC.Game Casino,

Could you check the account by email as the player has no access to his account?

Thank you very much in advance.

Kind regards,

Stefan

Hey @Stefan

No, there is no such account with us with this email address as I mentioned previously. Maybe the user can provide a welcome email or something received by us to his email address or they will need to provide the user id.

Best Regards

PANDA - BC.GAME

Dear 66boy,

Could you have a look at your email history and check if you have received any welcome email from the casino?

I am looking forward to your response.

Kind regards,

Stefan

Nothing came to me, it provided the user ID without problem, send me the link and I send the data. But then that will help free up my money

nada me llegó, proporcionó la identificación de usuario sin problema, envíame el link y envíos los datos. Pero que luego eso sirva para liberar mi dinero

Hi Stefan,

I have checked every way possible. I can assure you that we don't have any such account with this user id and email address. Either the user can provide us with the correct email address, userid, username or transaction id (txid) of any deposit at least which is valid so we can check further.

Best Regards

PANDA - BC.GAME

What a shame that they make bc game wait so long to solve a problem that they themselves caused

que pena que hagan esperar tanto los de bc game para resolver un problema que ellos mismo causaron

Thanks Stefan, for providing the correct email this will be checked in the next 24-48 hours.

Best Regards

PANDA - BC.GAME

Dear BC.Game Casino,

Thank you for your response, and the information provided.

Please keep us updated regarding the matter.

Waiting for the response.

Aguardando la respuesta.

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.

@Stefan I would like to reach out to you via email or skype regarding this complaint.

Dear BC.Game Casino,

Could you provide me with your Skype contact here? Or you can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Waiting answer

esperando respuesta

Hello, Stefan I shared my Skype via email on Sunday kindly let me know your Skype.

Thank you!

Dear BC.Game Casino,

I have contacted you via Skype.

I am awaiting your reply there.

Hi

Upon thorough investigation, we've identified over 15 accounts linked to the user, all under CPA deals. Evidence has been shared with CG. Regrettably, we cannot unlock any accounts. We advise the user to avoid creating additional accounts, as they will also be subject to lockout. Thank you for your understanding.

Best Regards

Panda - BC.GAME

Hello 66boy,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created and thus boosting the affiliate scheme, which is considered fraudulent.

The casino acted correctly and within its terms and conditions.

Sorry that we could not help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, BC.Game Casino, for providing information and your cooperation.

Best regards,

Stefan, Casino.Guru