BC.Game Casino - Аккаунт игрока был заблокирован после победы.

Hello, how are you? I have had an account at BC Game since 2021. Yesterday, like an ordinary day, I was depositing and playing until a bonus purchase on Sweet Bonanza 1000 worth $46 paid me $1600. After that, I went to Immersive Roulette and placed a $153 bet that paid $468. Then I made another bet of $171, which I lost, and I went directly to withdraw. At that moment, I realized that my account had been disabled for withdrawals. I contacted support to ask why they decided to close the account, saying that the bet was lost and that the bet ID appears as lost when I have the evidence that it's not. This is a verified account from 2021. Below, I leave the chats with support (they changed the person three times because they didn't know what to tell me). My account is blocked with $2,000 of mine which I can't withdraw.

Hola cómo están ? Tengo cuenta en BC Game desde 2021 . Ayer como un día cualquiera estaba depositando y jugando hasta que una compra de bono de sweet bonanza 1000 en valor de $46 dólares me pagó $1600 . Después de eso fui a immersive roullete en una apuesta de $153 que me pagó $468 . Después de eso realice una apuesta mas de $171 que perdí y fui directo a retirar . En ese momento me di cuenta que mi cuenta se había desactivado para retiros. Consultado con el soporte el porqué decidieron cerrar la cuenta , diciendo que la apuesta está perdida y el id de apuesta figura como perdido cuando tengo los comprobantes que no . Es una cuenta verificada y del 2021 . A continuación les dejo los chats con el soporte( cambiaron 3 veces de persona porque no sabían que decirme). Tengo la cuenta bloqueada con 2 mil dólares míos sin poder retirar

Dear Alfajor,

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

Please request the casino to send you your entire gaming history from yesterday in Excel format and then forward it to me at veronika.l@casino.guru. There might be discrepancies between the results you see on the screen and the ones that are recorded in the system.

When you received your big win, did you play with an active bonus, or was the win a part of a bonus feature directly in the game?

Do I understand correctly that the casino canceled your winnings due to the fact that the bet, which should be counted as a loss, was shown as a win to you? Please forward me the entire communication with customer support (emails, chat transcripts) that could be relevant to the investigation.

Your cooperation in providing these details will help us investigate and work toward a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronika! My bet was 100% with real balance without having any active bonus. I purchased the sweet bonanza 1000 bonus which paid me a large amount. I had the balance, the problem was that when I went to withdraw it said that my account was frozen. When I contacted BC game support, they told me that my bet ID (which their system provides) (from the bonanza bonus) was a lost bet. After that and insisting that they let me withdraw, my account was blocked, denying me the access to withdraw and enter my account. I leave you the repetition of the winning bonus

https://fkivsk.hrqhregkxq.net/JJq08pFfZw and photo of the conversation where support says that the id bet is lost.

Hola Veronika ! Mi apuesta fue 100% con saldo real sin tener ningún bono activo . Realicé la compra del bono de sweet bonanza 1000 el cual este me abonó una cifra grande . El balance lo tenía ,el problema fue que cuando fui a retirar decía que mi cuenta estaba congelada . El soporte de BC game cuando me comunico me dijo que mi Id de apuesta(el cual brinda el sistema de ellos) ( del bonus de bonanza ) era apuesta perdida , después de eso y de insistir que me dejen retirar mi cuenta fue bloqueada negándome el acceso a retirar e ingresar a mi cuenta . Le dejo la repetición del bonus ganador

https://fkivsk.hrqhregkxq.net/JJq08pFfZw y foto de la conversación donde soporte dice que la apuesta id es perdida .

I am sorry but due to security reasons, I will not open links that appear suspicious.

Have you requested the casino to send you your entire gaming history in Excel format, so that we can check the bet in question?

No problem ! I await your response, that link was the repetition of the slots.

No hay problema ! Espero tu respuesta, ese enlace era la repetición del slots .

Hello, I want to know if you have news? The casino does not respond to me or give me a solution regarding my closed account.

Hola quiero saber si tienen noticias ? El casino no me responde ni me da solución sobre mi cuenta cerrada .

Please send me the email conversations between you and the casino regarding your request for the full gaming history from 23 July, when the disputed bet occurred at veronika.l@casino.guru.

Dear Alfajor,

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 already sent you everything and I'm sending it here too.

Ya le envié todo y le mando por acá también.

Thank you very much, Alfajor, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, I wanted to know what the status of my case is? I haven't had a solution for weeks.

Hola quería saber en qué está mi caso ? Hace semanas no tengo solución

Hello, Alfajor,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, I can see some discrepancies in your posts and the information provided, while you kept providing only screenshots of the win and screenshots of the live chat communication, where you shared screenshots.

In the meantime, while we will wait for the casino's response - since I could see that you know how to record a video of your phone screen, can you please record a video of you checking your casino account profile so the user's ID and your email is fully visible on the screen, then navigate to your game history and show the particular winning bet in question?

Please send the video to my email (branislav.b@casino.guru).

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino team,

Could you please look at the user's issue and provide us with the results of your investigation?

I saw a communication between you and my colleague Veronika - can you provide me with the evidence supporting your claims? Would it be possible to ask directly the game provider about the bet in question (bet ID provided by the player above) and provide us with their statement?

If it suits you better, feel free to contact me via email (branislav.b@casino.guru) or Skype.

Hello Branislav, how are you? Luckily I have a screenshot of everything, I have the game provider Pragmatic and I even have the repetition of the winnings. I can't record the screen because Bc game won't let me access my account. But luckily I have all the betting IDs and my user ID. Where can you check the dates and bets properly? I'll send you everything by email.

Hola branislav como está ? Por suerte tengo captura de todo , tengo el proovedor de juego que es pragmatic y tengo hasta la repetición de la ganancia . Lo de grabar pantalla no puedo ya que Bc game no me deja entrar a mi cuenta . Pero por suerte tengo todos los Id de apuesta y el id de usuario mío . Donde se puede verificar bien las fechas y las apuestas . Le mandaré todo al mail .

I wanted to know if you received the email correctly?

Quería saber si recibió el mail correctamente ?

Dear Alfajor,

I understand. My mistake - your account is blocked/closed. Anyway, I confirm I received your email. Thank you very much for the additional details.

Let's wait for the casino's response and the requested information.

Thank you for your patience and understanding.

They have no justification, that's why they don't respond. They simply closed my 2021 account for having a big win in sweet bonanza 1000. All the evidence is there and they still don't respond or give me a solution 🤷🏻‍♂️

No tienen justificación, es por eso que no responden. Simplemente me cerraron una cuenta de 2021 por tener una big win en sweet bonanza 1000 . Están todas las pruebas y siguen sin responder ni darme solución 🤷🏻‍♂️

Dear Alfajor,

I was in contact with the casino outside the thread, and I am back with hot news. However, although you likely counted on that, it will not make you happy.

Based on all the gathered information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - a serious breach of rules governing the prohibition of multiple accounts and/or allowance of having only one casino account per user/IP/device/household/etc., which automatically makes any KYC/verification (mandatory for withdrawing anything from a casino account) impossible. Under such circumstances, it is understandable the casino refuses to devote time to investigate some lost bets. Even if the disputed bet was not considered a lost bet, and it would have been winnings and valid, you would not be eligible for winnings obtained by playing this way, seriously breaching several casino rules. The provided details are clear, and, it would likely be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions, and we accept their decision regarding your disputed account.

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 Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru

Oh look how quickly they responded! An account created since 2021, my only verified account and everything. The easiest excuse to blame the player. Don't you realize that the account was closed after my victory, why don't you send the evidence to prove what you're saying? This is a lie and an injustice. Supposedly they are there to help the harmed player. But after two months of fighting and waiting they say it's because of "multi-account". I see that they are complicit in these scams that the casinos have. Too bad, I thought they were serious.

Ah mira vos que rápido te respondieron ! Una cuenta creada desde 2021 , mi única cuenta verificada y todo . La excusa mas fácil para echarle la culpa al jugador . No se da cuenta que la cuenta la cerraron después de mi victoria , porque no manda las pruebas para comprobar eso que está diciendo ? Es una falsedad y una injusticia esto . Supuestamente están para ayudar al jugador perjudicado . Pero después de dos meses luchando y esperando dicen que es por "multicuenta" . Ya veo que son cómplices de estas estafas que tienen los casinos . Una lástima , pensé que eran serios .

I want you to send in this thread the corresponding evidence to support what you say. Thank you very much.

Quiero que manden en este hilo las pruebas correspondientes a lo que dicen . Muchas gracias

For some reason, they do not reply directly in open threads. Therefore, they contact us back after timer extensions - we also contact the casino manually outside the thread when it occurs. They provided the necessary details shortly after I contacted them manually. However, there was a delay on my side.

Unfortunately, I do not have permission to share any details with you, and even if I had it, for understandable reasons, I would not do it anyway since it could serve as a manual how to not be detected by the casino or other online casinos in the future after intentionally breaching rules.

As for the evidence, as was mentioned, feel free to contact the authority that the casino is regulated by.

Thank you for understanding.