BC.Game Casino - Player faces repeated withdrawal issues.

Hello! I registered at BC.GAME casino on April 2, 2023. I made a deposit in TRX cryptocurrency. On that day, I was at work and during a lunch break, I came across a casino stream and decided to put in some money. I played some slots and then went back to work.

Recently, a long time later, on September 16, 2024, I decided to play at the casino again. While choosing which site to play on, I saw a post on a streamer’s Telegram channel about BC.GAME. Remembering that I already had an account there and that I liked the site, I chose to play there.

Now, here’s where it gets interesting. After logging into my account, I saw a balance of 900,000 rubles. After sitting in shock for about 5 minutes, I realized that, apparently, when my balance was nearly zero, I must have hit a bonus game. Not noticing this, I logged off thinking that I’d already lost the money. At that time, I was working for an emergency medical service, so I hardly had any time to eat.

I also noticed that the TRX coin had almost tripled in value since then. On the day I made the deposit, 1 TRX coin was worth about 5 rubles, and now it's around 14 rubles. Therefore, my casino balance increased as well.

First off, I’d like to say that I didn’t take any deposit bonuses, I only played slots, didn’t place any sports bets, and didn’t play any live games. In my profile under "Top 3 Favorite Games", I saw that I played 2 games. If my memory serves me right, one of them was "Anubis" and the other was "RIP CITY", both from the provider Hacksaw. At that time, I wasn’t recording anything related to my account because I didn’t see a need to. You can only view game history for 90 days.

I played some slots and then decided to withdraw some money. I submitted a withdrawal request for 123,000 rubles. Shortly after, this request was declined, the money was returned to my balance, and my ability to withdraw funds was suspended. An error message said, "Your fiat withdraw and tip permission have been suspended. If you have any questions, please contact us." At this point, I started to worry. I contacted support, explained the situation. They told me to go through the KYC verification, after which my withdrawals would be available again.

I proceeded with the verification, took photos of my passport, and scanned my face. The website showed "Basic verification successful". Next to it, there’s also an "Extended verification" section, so I decided to complete that as well just in case, and submitted a bank document. It was immediately approved, too. Then I updated support that I had completed everything but my withdrawals were still disabled. They told me to wait.

I stayed on the site all day, frequently messaging support. Due to anxiety, I continued to play, and by late evening, my balance was down to around 600,000 rubles. Realizing I had lost about 300,000 rubles, I decided to stop. To avoid temptation, I bought bonuses with the remaining money but didn’t open them. I thought that once the withdrawals were available, I would calmly open them and withdraw my winnings.

With 8,000 rubles left in my account, I waited a few more hours and then, miraculously, about 14 hours after the KYC verification, my withdrawal permission was granted! I checked the bonuses I’d bought and with a balance of 301,000 rubles, I requested a withdrawal of 270,000 rubles.

To my great surprise, my withdrawal request was AGAIN rejected, and my withdrawal privileges were suspended again! I immediately contacted support, and they told me it was just a minor system error and asked for my patience. There’s a video showing that my withdrawal was approved after the verification and that I created a withdrawal request.

How is this possible? My account was reviewed for 14 hours after KYC approval, but my withdrawal permission wasn’t granted. Then, as soon as my balance had decreased significantly, my withdrawals were allowed. But when I tried to withdraw a second time with a large balance, it was blocked again. What??

This led to several stressful days. For three days, I wrote to support every few hours, but only received template responses telling me to wait. I also sent several emails to their support address but got no replies.

All this time, I continued to play, and by September 20, I was left with around 100,000 rubles. But buying a bonus in the game "Big Bass Bonanza Keeping it Real", the slot gave me x5348 from a 560 rubles bet. My balance rose to nearly 3 million rubles! I started recording all the major wins from that point on, showing all the details.

My balance now stands at 630,000 rubles (44853 TRX) and I keep playing. I lose and win back many times. I’m scared to lose it all, yet I can’t stop..

The withdrawal is still not available. Support continues to string me along with empty promises. No response to my emails either.

Please help resolve this situation. I suspect that the casino doesn’t want to pay out large sums to players. My withdrawal permission was granted 14 hours after the KYC upload only when my balance was small, but it was blocked again once my balance increased significantly.

Dear lika91,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced with your account at BC.Game Casino.

To help us better understand your situation and assist you effectively, could you please clarify a few points?

• Can you provide more details about the specific reasons given by customer support for the repeated suspension of your withdrawal privileges?
• Were there any additional requirements or conditions mentioned in their responses regarding your KYC verification?
• Have you documented any specific interactions with support that could provide further insight into your case? If so, please forward those communications to petronela.k@casino.guru.
• Additionally, can you confirm the current status of your account and whether you have any ongoing interactions with customer support regarding your withdrawal requests?

Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input and additional information, we won’t be able to take further steps to assist you.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello!

I want to inform you that my balance on the site has unfortunately become smaller, at the moment it is 68 thousand rubles (4810 TRX)

1. When access to withdrawal was suspended for the first time, when I contacted the support service, I was told that I needed to go through KYC verification. I successfully completed both basic and advanced verification, after which I was told to just wait. After 14 hours, my access to withdrawal became available. After that, I immediately tried to make a withdrawal, but was again refused and my access to withdrawal was again closed. For 7 days, I have been writing to the support service several times a day and always hear approximately the same answer: "Our main team is working on solving this problem, please wait a little longer." When I ask what this problem is, what it is connected with, they do not give any comments.

2. No, no additional requirements were mentioned in their messages. On the contrary, I even wrote myself, whether I could help them with something, to speed up the solution of this problem, but I was told that nothing was needed from me.

3. I sent you some correspondence with the support service by email. (I communicate with them in Russian, but I translated the page using a browser so that you could read it).

4. My account at the time I write this still does not have access to withdrawals. The support service did not tell me anything new, just wait.

Just got new details from support

I will write here as soon as I have access to withdraw funds.

If there is no such message here, then access is still restricted.

Petronela , hello!

I would like to inform you that, unfortunately, the problem is still not resolved.

Support doesn't say anything new, they still say to wait a little longer.

By the way, I don't remember if I specified my player ID BC.GAME: 12065049

Today, 11 days after I was blocked from withdrawing funds, I was kicked out of my account and now it gives me an error "Account verification required".

I have not received any emails from BC.GAME.

The support service on the site also started to ignore me, there was simply no answer.

Sorry for writing so often, I just want you to be aware of all the changes.

The support service on the site finally answered me. They asked me to send some data to their email. I sent it.

Hi lika91,

Thank you for keeping me updated. Please let me know if your account verification was successful this time or if any additional documents are required from you.

Thank you.