BC.Game Casino - Hráčský účet byl uzavřen.

Dear javelagames123,

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

I would recommend not using the new account, and not depositing any balance until the issue is clarified.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account 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) 
• Have you kept the confirmation message on your phone from the casino confirming the creation of your account? Is the username specified in it?
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Do you know your UID by any chance so I can look into this for you.

Best Regards

Panda - BC.GAME

Hi Thomas,

Please see below answers to your questions:

* I joined on June 20, 2024, the account has been blocked on July 17, 2024

* I was on betting on Wheel, when I was suddenly logged out. When I tried to log back in, the system said "The user does not exist"

* I played mostly Wheel, Limbo, Plinko, Sugar Rush, some Crash and betted once on sport.

* I used my mobile number to register on which BC Game do not send confirmation of account creation. The username was autogenerated which I did not cared to change.

* I deposited around Php75,000 - 80,000 in total, there were some bonuses in the $24,000 current balance.

* I did not create an account to contact the costumer support. So there is no transcript stored. Ankita always took more or less 30 mins to reply a single short message, so I have to do something else while waiting. There was a time she replied earlier than usual and I was not able to read it right away and reply so she closed the chat. The next second the conversation was gone.

Thanks,

Hi Panda,

I do not know the UID.

Thanks,

Dear Panda,

Is it possible to identify the account using the abovementioned phone number only?

Dear javelagames123,

Could you please share a screenshot of your currently accessible with UID visible?

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.

Hello,

Please email us at support@bc.game and cc panda@bcgame.com from your registered email address also please include all the details possible for us to confirm this account is yours. For this you can include any deposit slip from your bank/payment provider/ crypto wallet. We will follow up with further investigation and assist you regarding this.

Best Regards

Panda - BC.GAME

Dear javelagames123,

Have you emailed the requested information to the casino providing proof of deposit and other details?

Has your balance in the casino been restored yet?

Please let me know.

Dear javelagames123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.