BC.Game Casino - L'account del giocatore è stato bloccato.

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Dear Coflaccarloszeldel, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your concern. However, I’d like to emphasize that we received many complaints from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting and not having any feedback.

Is your account accessible to you, please?

How long have you been a player at this casino, please?  

Thank you in advance for your cooperation and reply. 

Best regards, 

Katarina

Can you access your account, please? No, I can't access it yet.

How long have you been a player at this casino, please? Exactly 3 years

¿Puede usted acceder a su cuenta, por favor? no no puedo acceder aun

¿Cuánto tiempo lleva usted siendo jugador en este casino, por favor? exactame 3 años

Hello, good evening. BCGame support hasn't responded to me since I sent them all the requested information 😞 I wrote to support again asking them to at least return the balance I had when they blocked my account. It's unfair that, besides taking away my account, they also took the balance I had deposited and accumulated.

hola buenas noches ya no me respondieron los de soporte de bcgame despues de la contestación de que les mande todos los datos que me solicitaron 😞 yo les volvi a escribir a soporte que si quiera tan solo me devuelvan el saldo que tenia ahi dentro cuando me la bloquearon es injusto la verdad que aparte de que me quitan ellos mi cuenta se llevan con sigo mi saldo que habia depositado y juntado

Dear Coflaccarloszeldel, 

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved".

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of BC.Game Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. The casino can reopen this complaint anytime.

Hello,

Thank you to the casino for getting back to us and for providing clarification regarding the situation.

Dear Coflaccarloszeldel,

Please follow the casino’s instructions and contact their support team using your registered email address so they can proceed with the identity verification and assist you further with reactivating your account or withdrawing any remaining balance.

I would also like to inform both parties that I have taken over this complaint, as Katarina is no longer working for Casino Guru.

Thank you both for your cooperation.

What do I do now? I can't recover my account after sending everything they asked for to prove it belongs to me, yet they still blocked and deleted it with my funds still inside. They didn't even offer me a refund.

que procede ahora ? si ya no puedo recuperar mi cuenta despues de que envie todo lo que me pidieron para poder comprobar que me pertenece aun asi me la bloquearon la eliminaron con mis fondos dentro ni una devolución me dieron de eso

Dear Coflaccarloszeldel,

Thank you for your message, and I’m sorry to hear about the difficulties you’re experiencing.

Could you please clarify the following:

• Do you currently have access to the email address ca********[email protected]?
• Have you contacted the casino at [email protected] using this registered email address, as they instructed?
• If yes, could you please confirm what exactly you sent them and whether you received any response?

Thank you very much in advance for your cooperation.

I already did everything. I contacted them, and they told me it's no longer possible, that they've completely deleted my account and refused to return my money 😥. It was money that belonged to me because I deposited a portion—more than $100 in XLM. I was a loyal user of their site, so why did they do that to me, and even worse, not return at least half of what I deposited? It was unfair.

ya lo ise todo los contacte me dijeron que ya no es posible que ya an eliminado mi cuenta por completo ni el dinero quisieron regresarme 😥 dinero que me pertenecía por que yo deposite una parte fueron mas de 100 dolares en xlm que habia depositado era leal en su pagina para que me hicieron eso y mucho mas que no me devolvieran minimo la mitad de lo que meti de mi parte fue injusto

Yes, I still have access to my email

si si tengo acceso aun a mi correo

Dear BC.Game Team,

Thank you for your previous response and clarification.

However, based on the latest update from the player, it appears that despite following your instructions and contacting you via the registered email address, they were informed that the account has been permanently deleted and that no refund would be issued.

Could you please clarify what the current status of this case is?

Specifically:

• Why is the player now being informed that the account has been deleted, despite earlier instructions indicating it could be reactivated for withdrawal purposes?
• Was the player’s request reviewed after they contacted you at [email protected]?
• What options, if any, are currently available for the player to recover their remaining balance?

We would appreciate a clear explanation of the situation so we can better understand what has changed and how this case can be resolved.

Thank you.

Dear Petronela,

After further review, the account associated with this email address is now active, and has been active for the past week.

Martin,

BC.GAME

Dear BC.Game Team,

Thank you for checking the situation and for your update.

Dear Coflaccarloszeldel,

I’m a bit confused by your latest message. The casino has confirmed that your account has been active for the past week.

Could you please clarify your current situation:

• Are you able to log in to your account now?
• If not, what exactly happens when you try to access it?

Thank you in advance for your clarification.

BC Game, you agree that you deleted my account because I changed the email address associated with it, and even though I followed every step you asked, you didn't respect any of them. Then you told me to go back to this associated email and verify my identity. I followed all the steps again, and that's when you started sending me too many verifications until you deleted it. You even told me to create another account from scratch because I couldn't recover the other one, not even after I begged you to give me part of my balance. That's why I created my account again with this same email. I'm level 4 now, and because of you, you told me the other email is this [expletive]. [email protected] Despite that, you also sent me emails to verify my KYC, you put up the same obstacles, you told me the same thing since December 25th of the previous year, you kept me like that for 3 months

haber querido bc game estas de acuerdo que me eliminaste la cuenta por que cambie mi correo asociado a mi cuenta y apesar de que tambien ise cada paso que me pediste no respetaste nada y despues me pediste que mejor volviera a este correo asociado y verificara mi autenticidad segui todos los pasos nuevamente y fue ahi donde tu empezaste a mandarme demasiadas verificaciones asta eliminarla incluso tu mismo me dijiste que me creara otra cuenta desde cero por que ya no podia recuperar la otra ni por que te suplique que me diera una parte de mi balance ni eso por eso cree de nuevo mi cuenta con este correo mismo soy nivel 4 ahora por tu culpa tu me dijiste el otro correo es este l******[email protected] apesar de ahi tambien me mandaste los correos para verificar mi kyc me pusiste las mismas trabas lo mismo me dijiste desde el 25 de diciembre del año anterior asi me tuviste durante 3 meses

Hi Coflaccarloszeldel,

Thank you for your detailed explanation. I understand this situation has been ongoing for quite some time and must be very frustrating for you.

At the moment, there appear to be several inconsistencies between the information provided by you and the casino, so I would like to clarify a few key points to better understand what has happened.

From the casino’s side, we have been informed that your original account is currently active and has been active for the past week. However, you mentioned that you were told the account had been deleted and that you were unable to recover it, which is a significant difference.

To help us move forward, could you please clarify the following:

• What is the exact email address that was originally registered on your account?
• Do you currently have access to this original email address?
• Are you able to log in to the original account now? If not, what exactly happens when you try?
• You mentioned creating a new account — could you please confirm when this was created and whether it is linked to the same or a different email address?
• Do you have any email communication from the casino confirming that your original account was deleted or that recovery was no longer possible? If yes, please share it with us.

These details are very important, especially in cases involving account security and ownership, as they allow us to clearly establish the timeline and identify where the issue may have occurred.

At the same time, I would like to kindly ask the casino to reconfirm:

• Which email address is currently associated with the original account,
• Whether the original account is indeed active and accessible,
• And whether any balance remains on that account.

Thank you both for your cooperation. Once we have these clarifications, we will be in a much better position to assess the situation and determine the next steps.