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BC Game asked me to go through verification. I did it, successfully passed the first level where I provided my passport and biometrics, but they rejected the second level of verification where I needed to confirm my address. I wrote in chat, "What's the reason?" They told me I could try uploading my document again, but I didn't have time to do so because BC Game closed my account and blocked my funds. I have a large sum of money in my account, 4824 USDT, all of which I won in the casino game CRASH. Please help me sort this out and collect my winnings.

бц гейм попросил пройти верифкацию ,я прошел ее , успешно прошел первый уровень где предоставил свой паспорт и прошел биометрию ,но второй уровень верификации где нужно было подтвердить свой адрес ,они мне отклонили его ,я написал в чат в чем причина ? мне сказали что вы можете снова попробовать загрузить свой документ , но я этого сделать не успел ,так как бц гейм закрыли мой аккаунт и заблокировали мои деньги на нем ,на счету лежит большая сумма денег 4824 юсдт ,все деньги я выйграл в казино игре CRASH, помогите мне разобраться в этой ситуации и забрать свой выйгрыш

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Dear hudeu99,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

It wasn't long, just a couple of days. I spent 90 percent of my time playing crash and dice at the casino, and all the money I have left in my account is from winnings at the casino. I couldn't break any of the rules. My account was blocked the day before yesterday.

I only have correspondence left about the operator allowing me to re-verify, and as soon as I wanted to do this, I was kicked out of the account, that is, they did not allow me to use the second attempt, but I ask you to note that I passed the first level of verification, where they confirm my identity, and the office confirmed this verification for me, that is, this means that this is my only account and I do not have others, but they rejected the second level of verification, where you need to confirm your address, and I was ready to upload another document for verification (a bank statement from another bank), but they had already blocked me by that time

не долго ,буквально пару дней ,я 90 процентов времени играл в казино игру креш и кости , и все деньги что у меня на счету остались это выйгрыш именно с казино ,никаких правил я нарушить не мог , аккаунт заблокировали позавчера

у меня осталась только переписка о том что оператор разрешил мне заново пройти верификацию и как только я хотел это сделать меня выбросило из аккаунта , то есть второй попыткой мне не дали воспользоваться ,но я прошу вас заметить что 1 уровень верификации где подтверждают мою личность я прошел и контора подтвердила мне эту верификацию ,то есть это говорит о том что это мой единственный аккаунт и других у меня нет , но второй уровень верифкации где нужно подтвердить свой адрес они отклонили ,и я был готов загрузить другой документ на проверку (банковскую выписку из другого банка) но они уже заблокировали меня к этому моменту

This is the only thing I have left from the correspondence with BC Game, and there is also their response to my email where they said that they blocked my account due to violations of some rules, but they did not say which ones, but the MOST IMPORTANT THING is that they wrote that this is a preliminary assessment and it can be changed, this is just some kind of fraud

I DECLARE AGAIN that I have not violated any rules and I ask BC Game to pay me my money or give me the opportunity to re-pass verification as they wrote to me in the chat earlier. I am ready to go through it completely and withdraw my legally won winnings.

вот это единственное что сохранилось у меня по переписке с бц гейм ,а еще есть их ответ на почту мою где они сказали что заблокировали мою учетную запись из -за нарушений каких то правил ,но не говорят каких именно , но САМОЕ ГЛАВНОЕ что они написали что это предварительная оценка и она может быть изменена , это просто мошенничество какое -то

ЕЩЕ РАЗ ЗАЯВЛЯЮ что никаких правил я не нарушал и прошу бц гейм выплатить мне мои деньги или дать возможность заново пройти верификацию как они мне написали в чате ранее , я готов пройти ее полностью и вывести свой законно выигранный выигрыш

Dear hudeu99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear hudeu99,

I sincerely empathize with you regarding the unfortunate situation of your account being blocked. Please rest assured that I will reach out to the casino promptly to address this matter and seek a resolution.

I would also like to cordially invite a representative from BC.Game Casino to join this conversation in order to assist in resolving your complaint.

Dear BC.Game Casino,

could you kindly provide clarity on the reasons behind the player's account blockage? Additionally, it would be greatly appreciated if you could share any relevant evidence regarding this matter. You can include your statement and any evidence in your response here, or feel free to send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear jana,

The relevant email has been sent to your email address

Dear hudeu99,

Thank you for your communication. After carefully reviewing the information provided by the casino, I regret to inform you that it appears there has been a breach of the casino's terms and conditions. Consequently, I must deny your complaint at this time. However, should you experience any difficulties in the future, please do not hesitate to reach out to us for assistance. We are here to help.