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hello

Since my account on bc.game was inaccessible, I opened a new account in my name after obtaining permission in the support chat. After depositing 1000 USDT, I won around 997 USDT and attempted to withdraw. However, the withdrawal was blocked with a request for KYC. I submitted the necessary documents, but unfortunately, the KYC procedure was rejected because they informed me that I already had another account registered in my name. What should I do in this situation? The casino has refused to return not just my winnings, but also my original deposited money. I don't think this is fair since I acted in good faith by asking the support chat if I could open a new account and they had allowed me to do so. I didn't receive or bet any bonus amount and only played using my own money.

ciao

siccome il mio account su bc.game risultava inaccessibile, dopo aver richiesto il permesso nella chat di assistenza, ho aperto un nuovo account a mio nome. Dopo aver depositato 1000 usdt, ho vinto circa 997 usdt e ho tentato di prelevare. Tuttavia il prelievo è stato bloccato con la richiesta di KYC. Ho effettuato l'invio dei documenti, ma purtroppo la procedura KYC è stata respinta perchè mi hanno detto che già avevo un altro account a mio nome. Come devo fare in questo caso? Il casino si rifiutato di restituirmi non soltanto le vincite, ma anche i soldi depositati. Non mi sembra giusto perchè ho agito in buona fede chiedendo all'assistenza in chat se potevo aprire un nuovo conto e mi era stato dato il permesso di farlo. Non ho ottenuto nè scommesso alcun importo bonus ma ho giocato soltanto con i miei soldi.

Dear bibobet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I am specifically interested in the communication wherein the casino permitted you to open another account while your initial account was inaccessible.

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

HI!

Ciao!

Thank you very much, bibobet, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

A thousand thanks

Grazie mille

Hello there,

Thank you bibobet for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why was the player prohibited from withdrawing their winnings if the they were allowed to create a new account.

Thank you!

Dear bibobet, I was in contact with the casino representative and was given an explanation to the situation. As this was your third time requesting a new account it is considered abuse due to multiple bonuses being redeemed and so on. Multiple accounts are prohibited in most of the casinos in the industry so this behaviour can get you blacklisted. Due to these reasons, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter