BC.Game Casino - Аккаунт игрока был закрыт из-за проблем с прохождением процедуры KYC.

I tried to make my withdrawal without KYC, but it was rejected. So, I proceeded to do the verification; however, I had a previous account that I lost because it was hacked, and I don't have access to it. I wanted to transfer the KYC, but support told me I couldn't. Now, my KYC is failing. They told me they would reopen my KYC process within 24 hours, but nothing has happened. Now, they've blocked my account. I spoke with support, and they haven't resolved my issue.

Intenté hacer mi retiro sin kyc pero me salió rechazada entonces procedo hacer la verificación sin embargo yo tenía una cuenta anterior pero la perdí por qué me la hackearon y no tengo acceso quise hacer la transferencia de kyc pero el soporte me dijo que no y ahora me sale kyc fallido me dijieron que iban a reabrir mi proceso de kyc en 24 horas pero nada ahora me bloquearon mi cuenta hablé con el soporte y no me solucionan

Dear juarleon4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

5. Prohibited Uses

5.1. PERSONAL USE. The Service is intended solely for your personal use. You are only allowed to wager for personal entertainment and may not create multiple accounts, including for the purpose of collusion and/or abuse of service.

Please understand that creating multiple accounts is prohibited by most online casinos and it doesn't matter if the old account was closed or not, the new one is still considered a duplicate.

• Could you please clarify when your first account was closed?
• Did you discuss opening another account with the casino?
• Did you play with bonuses on your first and second account?

Thank you very much in advance for your reply.

Best regards,

Kristina

I deleted my first account because it was stolen from me and it was 3 or 5 months ago.

Yeah

I have never played with any bonuses at the casino

Mi primero cuenta yo la eliminé por qué me la robaron y fue hace 3 o 5 meses

Si

Nunca jugué con algún bonus en el casino

Hello,

The user was found violating our terms and conditions by making more than 10 accounts (12 found) We acted upon our terms 5.1 and 2.1.15 mentioned at https://bc.game/help/terms-service locked the users account and its irreversible action.

Best Regards

Panda - BC.GAME

I understand but I can proceed for a refund of the funds since at no time did I abuse the system of games and bonuses

Entiendo pero puedo proceder para un reembolso de los fondos ya que en ningún momento abuse del sistema de los juegos y los bonos

Also do not use any account as referrals or abuse a bonus

Tampoco use ninguna cuenta como referidos o abuse de un bono

This is what their live support told me a few days ago

esto me dijo su soporte en vivo hace días

Hello everyone,

Thank you both for your replies.

juarleon4, do I understand correctly that you are aware of creating this many accounts?

Yes, but some are from relatives who live with me. I understand that due to my ignorance I accepted and created many accounts, but something to say is that at no time should I abuse a bonus or use multiple accounts as referrals to have a clean profit.

Si pero algunas son de familiares que viven conmigo yo entiendo que por mi ignorancia acepte y cree muchas cuentas pero algo que decir es que en ningún momento abuse de un bonus o use multicuentas como referidos para tener un beneficio limpio

Also, my account had remaining funds of approximately 52 solana, which would be 7,400 dollars. I am just looking for a refund.

También que mi cuenta ban tenía fondos restantes un aprox de 52 solana que sería 7400 dólares solo busco el reembolso

juarleon4, please understand that you breached one of the main rules of online gambling and I am afraid that the casino confiscated your winnings and closed your account in compliance with their General T&Cs. We also don't think you are entitled to a refund, and under these circumstances, we can do nothing. If you disagree with our standpoint, you can always contact the licensing authority, but I don't think their opinion will differ.

I can only recommend that you always create only one account in each casino to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now 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.