BC.Game Casino - Hráčský účet byl uzavřen.

BC Game has banned my account has failed to respond to any of my emails or discord.

Actually they have banned me off their discord after I shared the exact truth of what happened to me at the bc game.

I was playing slots and I was literally in the middle of winning a jackpot when BC game shut down my account and logged in out of it.

Very dissappointed in their communication and their ways to handle anything.

I have my 2FA on so I don't know how they flag my account at risk?

Dear degenforlife,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you received any email from the casino after your account was blocked? If so, please forward it to me at veronika.l@casino.guru.

Could you please confirm if your account at BC.Game was fully verified?

Have you made any successful withdrawals before?

Did you play with or without an active bonus?

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

Have you received any email from the casino after your account was blocked?

No I have not received any emails.

Could you please confirm if your account at BC.Game was fully verified?

I have sent my KYC (Passport photo), but still have received no communication from them.

Have you made any successful withdrawals before?

No. Actually the very first time I played on Bc.game, my account was hacked and someone took my funds out of my account after switching to TRX. I reported it to the live help, but they did not even respond.

It was only few hundred dollars so I let it go because it was my fault that I did not have 2fa. So after that I made 2fa and I never had that problem again.

Did you play with or without an active bonus?

I don't think I was playing with an active bonus.

It has been around 2 weeks to receive absolutely nothing from them.

2 weeks of my funds stuck on bc.game.

This is actually ridiculous.

Could you please specify when exactly you sent the photo of your passport to the casino? Was it after your account was blocked or before that?

When exactly was your account hacked? Did you continue playing on your casino account although you found out that someone gained access to it? Had this other person played any games on your account?

Have you communicated with live chat now after your account was blocked?

I sent the photo of my passport after my account was blocked. My account was hacked the first time I ever deposited on my account. I notified the live chat but obviously they did not even respond. After that, I put a 2FA so that even if they know the password they cannot get into my account.

Live chat told me to email and wait upto 7 days, but I still haven't gotten a response. Its been over 2 weeks almost 3 weeks.

casinoguru you guys should not be promoting a website where all the users are getting their funds stolen and accounts blocked with no reason ever stated to them.

Please forward me the email communication you have had since the casino blocked your account at veronika.l@casino.guru and we will investigate the issue.

Just sent

Has Bc game not even replied to you guys ? Hahaha

Absolutely no reply from Casino Guru and BC GAME.

Well done. Taking money from a Casino that unlawfully just shuts downs players accounts.

Thank you for your patience, and I apologize for the delayed reply. With over 800 complaints currently in progress, it can take us a little time to respond to each one. Please rest assured, however, that we are closely monitoring your case.

We can assure you that BC.Game Casino actively participates in complaint threads to resolve issues, but at first, we have to gather the necessary evidence from the player. This helps us determine if we might assist with mediation.

From the email you sent me, it appears you were responding to a request from the casino. Could you please clarify what they’ve asked for and forward any related communication?

Additionally, could you confirm if your problem is related to a third party previously using your account to withdraw funds?

No it's not related because that problem was unanswered and was not cared for when I was losing money on BC Game. However, soon as I started to make profit. BC Game literally blocked my account in the middle of winning a jackpot. This is absolutely crazy man.

They just responded after 1 month with a KYC email and screenshots to prove that I actually deposited the funds, which I provided. I provided them exactly what they needed, but again they are not responding at all.

Thank you very much, degenforlife, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

My problem is not resolved. This is absolutely ridiculous

Hello degenforlife,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I have some additional questions. After you found out that your account was hacked, have you changed your password? When you activated the 2FA what was your balance? What games have you played? What jackpot you supposedly were winning when your account got blocked?

I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

We kindly request that you provide us with all relevant details, along with any evidence, regarding the player's account status. Have you detected the player's account was previously hacked? Once the player activated the 2FA, have you detected any suspicious activity on the player's account again? It looks like the player has provided you with all the requested documents for reactivating their account. Why was this still not done?

1. After my account was hacked, I don't think I changed the password, but I set my 2FA, which is enough as they won't be able to log in.
2. I don't remember the amount that was hacked ,but it was my first deposit and I was playing dice when I saw that my balance went to zero when I was winning. I believe it was around 500$. My crypto was exchanged to Tron and sent to an address unknown to me. I contacted the support, but did not receive an answer for hours so I just gave up.
3. After months of that happening, I was looking for other casinos to play at and I remembered BC.GAME and came to play. I had no problem of playing for few days and I deposited multiple times and for the first time I was winning something. I noticed that I was logged out of my account. So I thought it was weird and refreshed the page. I was logged out and when I tried to log in, it said some pop up came up and I couldn't log in. So I reached out to the support and they notified me that my account has been locked and I need to email their support and that they could take upto 7 days to reply.
4. I emailed the support on October 6th. It has been 1 month. Their first reply was on October 26 (21 days, 3 weeks after my email) requesting a KYC and a screenshot of my deposits.
5. I did the KYC immediately and sent the screenshots immediately. Because my account is locked I don't know how much I deposited or anything as I deposit to lots of different places, so I sent them all the screenshots and the screen recording video of the transaction.
6. They replied on October 29th (3 days after my email), saying they cannot accept the screenshots and to resend the deposit screenshots of October 4th. So I have resent them the screenshots, but I still have no reply from them and they are not resolving my issue.

This is a very serious issue for an online casino. Users can just get locked out and BC GAME will not even reply to the emails, their live chat is absolutely useless, and their email support is absolutely terrible as well. Casino guru is promoting a very shady online casino. You guys are giving a good rating for BC GAME because they are paying you alot of money in affiliate share? This casino does not even deserve to have any players, it's quite disgusting what they are doing. They are purposefully delaying the time so the user gives up so they can keep the money. It is not only me that is affected by BC GAME, there are hundreds more on various of different websites.

BC GAME has yet to reply to emails or casino guru.

It shows other users, what type of casino that they really are and how much they don't care about letting someone wait.

Lol still absolutely nothing from both Casino Guru and BC GAME

Hello,

As I can check, the account is already unlocked after the user provided the requested documents to email KYC team. Please let me know if you are unable to access the account.

Best Regards

Panda - BC.GAME

BC Game has unlocked my account after almost 2 months of waiting.

I will give where credit is due that they did unlock my account and let me withdraw.

However, this was absolutely the worst experience at a casino that I have ever had and will not be returning to BC GAME EVER.

Dear degenforlife,

Although I fully understand your desire to receive any updates as soon as possible, and while I was in contact with the casino team, it is important to note that not all information can be disclosed publicly, and sharing only partial details may not be beneficial. Therefore, we aim to provide updates that carry significant meaning.

Given the complexity of your situation, it took some time to compile all the necessary information and evidence to determine the best course of action. As I was able to find a consensus with the casino team after reviewing the required documents you provided your account was reopened again and your withdrawal is being processed which I believe you will agree with me is a positive development.

I do understand that your user experience with the whole situation is far from ideal, but there are certain procedures that must be adhered to. So although I can agree with you that the casino team could have handled the situation more effectively, I'm glad we have been able to advance your case in a favorable direction.

I am confident that you will receive your withdrawal soon. Kindly inform me once it arrives, so we can proceed to close this case appropriately.

Dear degenforlife,

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.

Dear degenforlife,  

The casino has provided me with the refund transaction hash, indicating that you received the refund several days ago. Additionally, I have been informed that you remained a regular player at their casino and you already made a couple of withdrawals suggesting that the initial issue has been resolved.

Given this information, may I proceed to close this complaint as resolved?

Although the player has not yet replied to our most recent inquiry; however, the casino has provided us with the refund transaction hash, proving that you received the refund. Additionally, we have been informed that you remained a regular player at their casino, and you already made a couple of withdrawals, proving that the initial issue has been resolved.

Therefore, we regard this complaint as successfully addressed. We will proceed to mark it as "resolved" in our records. I would like to express my gratitude to both parties for their collaboration. Should you experience any difficulties with this or any other casino in the future, please feel free to reach out to us, carsten491. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru