What Happened
A player from Russia says they deposited 4,000 rubles at BC.Game, won a little and were asked to verify through Sumsub when they tried to cash out. Passport and face checks passed, but the bank statement was turned down and the player says the site would not let them upload a new one, even though a support agent admitted a system error. BC.Game said the address proof failed its checks, the account hit the limit of failed attempts, and the player had already withdrawn more than they deposited.
How It Developed
- Complaint opened over the blocked statement upload and a stuck withdrawal of about 4,104 rubles.
- The player told the mediator they had account access, used no bonus and had uploaded the statement only once.
- The case went to a resolver, who invited BC.Game. The casino said the address document failed and no deposit was left to refund.
- A day later BC.Game said its risk team had found systematic arbitrage betting and sent a report from its sports betting supplier to the mediator privately.
- The player denied sports betting beyond a single World Cup bet and asked to upload a different statement.
- After checking the casino's documents and asking follow-up questions by email, the mediator rejected the complaint: the evidence pointed to arbitrage abuse of a promotion, and sports betting disputes are outside its scope.
Rejected
The mediator accepted BC.Game's arbitrage evidence and said sports betting falls outside its remit.
What Has (and Hasn't) Helped
Nothing for the player. The case turned on evidence the casino sent privately, which Casino.guru accepted. If your dispute involves sports bets, expect Casino.guru to step aside; a sportsbook complaint service is the route instead.