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Dear Coflaccarloszeldel, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your concern. However, I’d like to emphasize that we received many complaints from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting and not having any feedback.

Is your account accessible to you, please?

How long have you been a player at this casino, please?  

Thank you in advance for your cooperation and reply. 

Best regards, 

Katarina

Can you access your account, please? No, I can't access it yet.

How long have you been a player at this casino, please? Exactly 3 years

¿Puede usted acceder a su cuenta, por favor? no no puedo acceder aun

¿Cuánto tiempo lleva usted siendo jugador en este casino, por favor? exactame 3 años

Hello, good evening. BCGame support hasn't responded to me since I sent them all the requested information 😞 I wrote to support again asking them to at least return the balance I had when they blocked my account. It's unfair that, besides taking away my account, they also took the balance I had deposited and accumulated.

hola buenas noches ya no me respondieron los de soporte de bcgame despues de la contestación de que les mande todos los datos que me solicitaron 😞 yo les volvi a escribir a soporte que si quiera tan solo me devuelvan el saldo que tenia ahi dentro cuando me la bloquearon es injusto la verdad que aparte de que me quitan ellos mi cuenta se llevan con sigo mi saldo que habia depositado y juntado

Dear Coflaccarloszeldel, 

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved".

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of BC.Game Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. The casino can reopen this complaint anytime.

Hello,

Thank you to the casino for getting back to us and for providing clarification regarding the situation.

Dear Coflaccarloszeldel,

Please follow the casino’s instructions and contact their support team using your registered email address so they can proceed with the identity verification and assist you further with reactivating your account or withdrawing any remaining balance.

I would also like to inform both parties that I have taken over this complaint, as Katarina is no longer working for Casino Guru.

Thank you both for your cooperation.

What do I do now? I can't recover my account after sending everything they asked for to prove it belongs to me, yet they still blocked and deleted it with my funds still inside. They didn't even offer me a refund.

que procede ahora ? si ya no puedo recuperar mi cuenta despues de que envie todo lo que me pidieron para poder comprobar que me pertenece aun asi me la bloquearon la eliminaron con mis fondos dentro ni una devolución me dieron de eso

Dear Coflaccarloszeldel,

Thank you for your message, and I’m sorry to hear about the difficulties you’re experiencing.

Could you please clarify the following:

• Do you currently have access to the email address ca********del@gmail.com?
• Have you contacted the casino at recovery@bcgame.com using this registered email address, as they instructed?
• If yes, could you please confirm what exactly you sent them and whether you received any response?

Thank you very much in advance for your cooperation.

I already did everything. I contacted them, and they told me it's no longer possible, that they've completely deleted my account and refused to return my money 😥. It was money that belonged to me because I deposited a portion—more than $100 in XLM. I was a loyal user of their site, so why did they do that to me, and even worse, not return at least half of what I deposited? It was unfair.

ya lo ise todo los contacte me dijeron que ya no es posible que ya an eliminado mi cuenta por completo ni el dinero quisieron regresarme 😥 dinero que me pertenecía por que yo deposite una parte fueron mas de 100 dolares en xlm que habia depositado era leal en su pagina para que me hicieron eso y mucho mas que no me devolvieran minimo la mitad de lo que meti de mi parte fue injusto

Yes, I still have access to my email

si si tengo acceso aun a mi correo

Dear BC.Game Team,

Thank you for your previous response and clarification.

However, based on the latest update from the player, it appears that despite following your instructions and contacting you via the registered email address, they were informed that the account has been permanently deleted and that no refund would be issued.

Could you please clarify what the current status of this case is?

Specifically:

• Why is the player now being informed that the account has been deleted, despite earlier instructions indicating it could be reactivated for withdrawal purposes?
• Was the player’s request reviewed after they contacted you at recovery@bcgame.com?
• What options, if any, are currently available for the player to recover their remaining balance?

We would appreciate a clear explanation of the situation so we can better understand what has changed and how this case can be resolved.

Thank you.

Dear Petronela,

After further review, the account associated with this email address is now active, and has been active for the past week.

Martin,

BC.GAME

Dear BC.Game Team,

Thank you for checking the situation and for your update.

Dear Coflaccarloszeldel,

I’m a bit confused by your latest message. The casino has confirmed that your account has been active for the past week.

Could you please clarify your current situation:

• Are you able to log in to your account now?
• If not, what exactly happens when you try to access it?

Thank you in advance for your clarification.

BC Game, you agree that you deleted my account because I changed the email address associated with it, and even though I followed every step you asked, you didn't respect any of them. Then you told me to go back to this associated email and verify my identity. I followed all the steps again, and that's when you started sending me too many verifications until you deleted it. You even told me to create another account from scratch because I couldn't recover the other one, not even after I begged you to give me part of my balance. That's why I created my account again with this same email. I'm level 4 now, and because of you, you told me the other email is this [expletive]. ce@proton.me Despite that, you also sent me emails to verify my KYC, you put up the same obstacles, you told me the same thing since December 25th of the previous year, you kept me like that for 3 months

haber querido bc game estas de acuerdo que me eliminaste la cuenta por que cambie mi correo asociado a mi cuenta y apesar de que tambien ise cada paso que me pediste no respetaste nada y despues me pediste que mejor volviera a este correo asociado y verificara mi autenticidad segui todos los pasos nuevamente y fue ahi donde tu empezaste a mandarme demasiadas verificaciones asta eliminarla incluso tu mismo me dijiste que me creara otra cuenta desde cero por que ya no podia recuperar la otra ni por que te suplique que me diera una parte de mi balance ni eso por eso cree de nuevo mi cuenta con este correo mismo soy nivel 4 ahora por tu culpa tu me dijiste el otro correo es este l******ce@proton.me apesar de ahi tambien me mandaste los correos para verificar mi kyc me pusiste las mismas trabas lo mismo me dijiste desde el 25 de diciembre del año anterior asi me tuviste durante 3 meses

Hi Coflaccarloszeldel,

Thank you for your detailed explanation. I understand this situation has been ongoing for quite some time and must be very frustrating for you.

At the moment, there appear to be several inconsistencies between the information provided by you and the casino, so I would like to clarify a few key points to better understand what has happened.

From the casino’s side, we have been informed that your original account is currently active and has been active for the past week. However, you mentioned that you were told the account had been deleted and that you were unable to recover it, which is a significant difference.

To help us move forward, could you please clarify the following:

• What is the exact email address that was originally registered on your account?
• Do you currently have access to this original email address?
• Are you able to log in to the original account now? If not, what exactly happens when you try?
• You mentioned creating a new account — could you please confirm when this was created and whether it is linked to the same or a different email address?
• Do you have any email communication from the casino confirming that your original account was deleted or that recovery was no longer possible? If yes, please share it with us.

These details are very important, especially in cases involving account security and ownership, as they allow us to clearly establish the timeline and identify where the issue may have occurred.

At the same time, I would like to kindly ask the casino to reconfirm:

• Which email address is currently associated with the original account,
• Whether the original account is indeed active and accessible,
• And whether any balance remains on that account.

Thank you both for your cooperation. Once we have these clarifications, we will be in a much better position to assess the situation and determine the next steps.

What invalid address? For God's sake! When I made the change, it was fine, it was verified because I played normally for about four days after changing the address. The problem was that they removed the verification, which was strange. When I tried to withdraw, I contacted them and they told me my account is blocked because my IP address doesn't match. Obviously, I work in a different area. Second, they're asking me for verification again. Their system won't process it because they blocked my account recognition. Third, I'm fed up with them just giving me lies. Even though I do everything they ask for, they always end up finding a problem that doesn't even exist because everything is in my hands. I'm tired of fighting for over half a year, not for my account, but for my money, which is more what I wanted. I didn't even want what I had earned with my deposits, I just wanted what I deposited. And now, when I contact them, they tell me the account is blocked and there are no funds and no linked addresses. So... That's it, I'm fed up, friend. Just tell me once and for all. You're not getting anything back, and I'll stop insisting. I give up and consider it lost. I was loyal to you for over four years on your platform, I never switched betting sites. You understand, just don't string me along and tell me once and for all.

que dirección no valida por dios si cuando ise el cambio estaba normal estaba verificada por que jugue como 4 dias normal ya con la direccion cambiada rl problema ya fue que quitaron la verificación que fue raro cuando ya quise retirar ahora ya me puse en contacto ya me dijeron que mi cuenta esta bloqueada que mi dirección ip no coincide obvio yo trabajo en distinta zona segunda me piden nuevamente la verificación su sistema ya no pasa por que ya me bloqueo el reconocimiento tercera yo ya me cance que solo me esten dando puras falsedades apesar de que ago y les doy todo lo que me piden al final siempre terminan encontrando una falla que nisiquiera existe por que todo todo todo esta en mis manos y ya me cance estar mas de medio año peleando ya no mi cuenta si no mas bien mi dinero que es mas lo que yo queria es mas ni siquiera lo que habia ganado con lo que deposite solo queria lo que yo deposite que ahora resulta que me pongo en contacto y me responden que la cuenta esta bloqueada y que no existe ningun capital y ninguna dirección que este enlazada osea que ya fue asea ya me cance amigo mejor dime de una vez no se te va a devolver nada y yo dejo de insistir me doy por vencido y doy por perdido ya tanto tiempo les fui fieles por mas de 4 años en su plataforma nunca cambie de casas de apuestas yo entiende solo no me traigan con enredos y díganme de una vez

Of course, I contacted them before he told me through this channel, because support had already mentioned it to me in that other way, which I never got resolved. They sent me the verification again, which didn't work because their system has blocked me from so many attempts, even though I am the rightful owner of both emails and the only ID. There can't be an error with that; I don't see the logic in what I finally told them. "Fine, leave the account as it is," they said, "since it's permanently deleted and I can't recover it, and I have no access to it." So I was hoping to recover a small part of what I deposited, but they put up so many obstacles, and I see that they don't want to listen to me either. It's wrong that they do this to a loyal player like me who deposited a lot daily. 😓 And yet I'm still on that site.

claro yo me me puse en contacto con ellos desde antes de que el me dijera por este medio todo por qje ya me lo habia comentado soporte de esa otra manera la cual jamas tube resolucion me volvieron a mandar otra vez la verificación la cual ya nl volvio a pasar por que ya su sistema de tantos que e echo me a bloqueado apesar de que soy yo en autentico dueño de ambos correos y de la unica sola identificación y no puede haber error en esa no le veo logica lo que ALFINAL les dije esta bien dejen la que cuenta como me dijeron que ya esta permanentemente eliminada y ya no puedo recuperarla y no ahe accesos a eya entonces tenia la esperanza fe recuperar una pequeña parte de lo que yo si deposite pero asta ahi me pusieron muchas trabas y veo que tambien eso no me quieren hacer caso un jugador fiel como yo que depositaba diariamente mucho esta mal que le agan esto 😓 y aun asi yo sigo en ese sitio

Dear BC.Game Team,

I hope you are doing well.

We would like to kindly ask for your assistance, as this case has not progressed since 9.3.2026, and there are several inconsistencies between the information provided.

The player states that the account is blocked/deleted, they cannot complete verification, and that they have already contacted recovery@bcgame.com without resolution. At the same time, your previous message suggested the account is blocked due to failed KYC and that recovery should be possible.

Could you please clarify:

• What is the current status of the account (active / blocked / deleted)?
• Which email is currently linked to it?
• Does the account hold any remaining balance?
• Is the player still eligible to recover their deposited funds, and if yes, what exact steps should be followed?
• Were the player’s emails to recovery@bcgame.com received?

Thank you very much for your cooperation.

They told me I'm no longer entitled to anything, that the account has been deleted, so I've lost all hope. I just want them to say, "We're not going to give you anything back," and that's it. I've already tried everything they told me to do. It's been six months, email after email, and besides, they take forever to respond, always sending me the same thing over and over again. Even though everything is in order, they always come up with the same excuse in the end and don't give me a solution. So they should be direct and say once and for all that nothing more can be done, and that's it. We'll close the case, and I won't keep waiting for them to return something that belonged to me. In the end, it was unfair, but what can I do?

me dijeron que ya no tengo derecho a nada que la cuenta se a eliminado por eso ya perdi las esperanzas solo quiero quee digan no te vamos a regresar nada y es todo por que ya intente todo lo que me dijeron ya medio año correo tras correo aparte de que tardan en responderme y me regresa a lo mismo y con lo mismo a pesar de que todo esta bien siempre me saltan con lo mismo al final y no me dan una solucion entonces que sean directos y digan de una buena vez que no se puede hacer nada mas y listo cerramos el cazo y no sigo esperando a que me devuelvan algo que me pertenecía a final de cuentas fue injusto pero que puedo hacer

Their mistake was that they didn't listen to me from here.

el error de ellos fue que desde aqui no me isieron caso

Either they give me back my account or they give me back my balance

o me regresan mi cuenta o me regresan el balance

Dear Coflaccarloszeldel,

Thank you for your patience and for all the information you have provided so far. I understand how frustrating and exhausting this situation must be for you.

After reviewing the latest update from the casino, I would like to clarify the current situation as clearly as possible.

According to the casino, your original account is not deleted but currently frozen, and there is a remaining balance of approximately $3. They have also confirmed that it should still be possible to proceed with account recovery and withdrawal by contacting them via recovery@bcgame.com and completing the identity verification process.

However, I also understand from your messages that you have already attempted this multiple times without success, and that the verification process has been problematic.

At this stage, the main issue appears to be related to account ownership verification, including inconsistencies in the provided address and the existence of multiple accounts. These are considered serious concerns from the casino’s security perspective and can significantly affect the outcome.

Given all circumstances, I would like to recommend one final step:

Please contact the casino once more at recovery@bcgame.com, clearly explaining your situation in a single, structured message. Include:

• Confirmation of both email addresses used
• A clear explanation of the timeline (email change, account access, new account creation)
• Your identification documents
• Any proof of deposits made (if available)

If this final attempt is unsuccessful, we will unfortunately have to consider the case rejected, as the casino has provided a path forward and we are unable to enforce further action from our side.

Please let me know once you have made this final attempt, or if you would prefer us to proceed with closing the complaint.

Thank you for your cooperation.

Okay, I hope you won't put any obstacles in my way now.

listo espero ahora si no me pongas trabas bc

I've tried everything the people at BC @Petronela told me, and they always give me the same answer. Another thing, as I said, they're asking me to verify my account, even though they told me at one point that there was no problem, that it was an error, that the verification would close and be reopened at any moment, which never happened. And now they're asking me for the last digits of my ID number, even though I haven't uploaded any. Here's the proof.

es que yo e intentado todo lo que me an dicho los de bc @Petronela y siempre me saltan con lo mismo otra cosa mi cuenta como le digo me piden que oa verifique si me había dicho en un momento que no había problema que era un error que se cerrará la verificación que en cualquier momento la habririan lo cual nunca paso y ahora vienen y me pide los ultimos numero de mi documento si no habia subido ninguno aqui la prueba

And more proof that I'm the sole owner, and because of my traveling job, I change addresses frequently, and I really love BC and want my account back.

y mas pruebas de que soy el unico dueño y por lo de mi trabajo de viaje es que cambio seguido de dirección y que de verdad me encanta bc y quiero de nuevo mi cuenta

Dear Coflaccarloszeldel,

We have a backup of the information you used in your first advanced verification submission. We need to verify that the information you are submitting now is the same as the KYC information you used the first time.

Of course, I have no problem with that, but I don't understand why it's being rejected. Could you at least specify which document it's from—my proof of address or my ID—so I don't enter the wrong one on the first try, sir?

claro no tengo ninguno problema en eso pero no entiendo por que me lo rebotan o siquiera especifique me de que documento es si de mi comprobante de domicilio o de mi identificación asi no introduzco el incorrecto al inicio del primer intento señor

Why is it taking so long to reply to my email? Didn't you have a backup of all my information, BC Game? What are you going to do now? 🙄 I don't like this delay. Something's up with Aigo. I'm totally sure they're going to come up with something, as always, even though everything is complete and nothing is missing. 😒

por que tardan tanto en responder mi correo no que tenian un respaldo de toda mi información ustedes bc game ahora que me van a saltar 🙄 esta tardanza no me gusta algo trae con aigo con algo me van a salir estoy totalmente seguro como siempre auque todo este completo y sin faltantes 😒

Please note that I'm only fighting for my account now, since you told me it's frozen when you said it was completely deleted. That's why I was fighting for the funds, but now I see they've been taken away. Okay, whatever, I'll win them back.

tengan en cuenta que ya solo estoy ahora peleando mi cuenta dado que me dijiste que resulto que ahora esta congelada cuando me dijiste que estaba ya eliminada completamente por eso peleaba los fondos pero ahora veo que sacaron los fondos esta bien como sea los volvere a ganar

Dear Coflaccarloszeldel,

Please complete KYC according to the instructions from the recovery email team. I cannot provide direct guidance to you.

I already did it sir, I am waiting for your response from your support team

ya lo ise señor estoy a la espera de su respuesta de su equipo de asistencia

Understood, I'm currently integrating with recovery and have synchronized all the information you provided.

My dear friend, you see, I told you, now I have no more attempts, that's what I don't understand if the documents are the same.

mi estimado lo ve se lo dije ahora ya no tengo de nuevo intentos es lo que no entiendo si los documentos son los mismos

Dear BC.Game Casino Team,

Could you please kindly provide us with an update regarding the ongoing recovery and verification process? According to the latest information shared by the player, all available verification attempts have now apparently been exhausted, despite the player claiming that the same documents and information were submitted again.

Thank you in advance for your clarification and assistance.

Only the last one, the third document, is the one that was rejected, even though it's supposed to be the same one you have in your backup 😥 And it happens with every recovery attempt

solo el ultimo el tercer documento es el que me rechazaron si se supone que es el mismo que ustedes tienen en su copia de seguridad 😥 y Si es en cada intento de recovery