BC.Game Casino MX - Os fundos do jogador estão sendo retidos.

I wish to file a formal complaint against BC.GAME casino for the unjustified withholding of my cash deposits and legitimate winnings, as well as denouncing a complete inconsistency and lack of ethics in the application of their security policies.

My account was successfully verified through the KYC process. For several days, the platform allowed me to register, accept my identity documents, and receive multiple cash deposits of my own money (small deposits until I reached the amount needed to activate a free spins promotion). The platform even authorized me to process and successfully receive a previous withdrawal of $50 pesos without triggering any security alerts.

The blocking of my account wasn't preventative, but rather completely reactive and opportunistic. The system allowed me to play, risk my money, and fully complete the wagering requirement (rollover) from the free spins, converting a maximum winnings balance of $112 into $100 of real money available for withdrawal. I also had my own real money balance in the account that I hadn't withdrawn due to the rollover requirements. It was precisely at the moment I completed the requirements and made real winnings that the system kicked me off the platform and blocked my access, claiming an IP/household match with my husband's account.

I formally denounce BC.GAME for not applying its policies to protect users, but rather as a tool to avoid paying out when a player wins. If the platform were truly protected and its terms were strict from the outset, they should have blocked registration or prevented deposits immediately (as regulated casinos do transparently), instead of waiting until I deposited, played, and won before confiscating my funds.

There was a misunderstanding after I sent my clarification documents from the email address I had created for my sister due to a login error on my phone. Support used this as an excuse to abruptly and definitively close the case. However, I have bank statements in my name that prove the legitimacy of every penny deposited.

I demand the immediate return of my cash deposits and the real money balance that rightfully belongs to me. The casino has the right to suspend an account if its house rules so dictate, but it has no legal right to confiscate the real money of a fully identified and verified user.

I have more proof downloaded from my app and email where they notify me that the account is verified, and I also receive by email the deposits I made from the casino and the withdrawal, only one.

Quiero presentar una queja formal en contra del casino BC.GAME por la retención injustificada de mis depósitos en efectivo y ganancias legítimas, además de denunciar una total incongruencia y falta de ética en la aplicación de sus políticas de seguridad.

Mi cuenta fue verificada exitosamente mediante el proceso KYC. Durante varios días, la plataforma me permitió registrarme, aceptar mi documentación de identidad y recibir múltiples depósitos en efectivo de mi propio dinero (abonos pequeños hasta completar la cantidad necesaria para activar una promoción de giros gratis). Incluso, la plataforma me autorizó procesar y recibir con éxito un retiro previo de $50 pesos sin lanzar ninguna alerta de seguridad.

El bloqueo de mi cuenta no fue preventivo, sino completamente reactivo y oportunista. El sistema me permitió jugar, arriesgar mi dinero y completar en su totalidad el requisito de apuesta (rollover) derivado de los giros gratis, convirtiendo un saldo de ganancias máximas de $112 en $100 de saldo real disponible para retirar. También contaba con saldo real propio dentro de la cuenta que no había retirado debido a las condiciones del rollover. Fue exactamente en el momento en que completé los requisitos y obtuve ganancias reales cuando el sistema me expulsó de la plataforma y bloqueó mi acceso alegando coincidencia de IP/hogar con la cuenta de mi esposo.

Denuncio formalmente que BC.GAME no aplica sus políticas para proteger al usuario, sino como una herramienta para evitar pagar cuando un jugador gana. Si la plataforma estuviera tan protegida y sus términos fueran estrictos desde el inicio, debieron bloquear el registro o impedir los depósitos de inmediato (como hacen los casinos regulados de forma transparente), y no esperar a que depositara, jugara y ganara para confiscar mis fondos.

Hubo una confusión posterior al enviar mis documentos de aclaración desde el correo que le había creado a mi hermana debido a un error de inicios de sesión en el celular, situación que el soporte utilizó como excusa para cerrar el caso de forma tajante y definitiva. Sin embargo, cuento con los comprobantes bancarios a mi nombre que demuestran la legitimidad de cada peso depositado.

Exijo la devolución inmediata de mis depósitos en efectivo y del saldo real que legítimamente me pertenece. El casino tiene derecho a suspender una cuenta si así lo dictan sus reglas de hogar, pero no tiene ningún derecho legal a confiscar el dinero real de una usuaria plenamente identificada y verificada.

Tengo más comprobante descargado desde mi app y correo electrónico donde me dan aviso que la cuenta está verificada y recibo por correo electrónico también los depósitos que hize por parte del casino y el retiro solo uno

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Do I understand correctly that your husband also has an account at BC.Game Casino?
• If so, is there any possibility that you have both accessed the casino from the same device? Have you utilized the same payment method?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila