What Happened
A player from Nigeria says BC.Game locked their account for multiple KYC registrations straight after a fresh 60,000 NGN deposit that was never bet, on top of a 6,000 NGN balance. They asked for at least the unplayed deposit back. When the mediator asked, the player admitted having an earlier account and said support had agreed to link both under one verification. BC.Game said the KYC had failed for duplicate registrations and that the player's total withdrawals already matched or exceeded their deposits, leaving no deposit money to return.
How It Developed
- 2026-04-23Complaint opened; the player argued that money never wagered should not be held.
- 2026-04-26Asked about other accounts, the player said yes, called it a mistake, and claimed support had allowed the two accounts to share one KYC.
- 2026-05-01The mediator asked for the messages in which the casino allowed that; the player only named the support mailbox they had written to.
- 2026-05-08BC.Game replied that the account stayed locked for breaching its one-account policy and that lifetime withdrawals had already covered the deposits.
- 2026-05-09The mediator rejected the complaint: a second account breaks the terms and no proof of a linking agreement was shown.
Rejected
The player admitted a second account and could not show the casino had agreed to link them; BC.Game said no deposit money remained.
What Has (and Hasn't) Helped
Nothing worked for the player, who conceded a second account existed. If support ever tells you two accounts can be merged, keep that message; without it the mediator will treat the duplicate as a plain breach. Also note the casino's argument that past withdrawals already exceeded deposits, which the mediator did not challenge.