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.

Petronela , hello.

They only asked me to email them the following information:

1. Login 2. Email 3. Transaction 4. IP address 5. Device

They don't ask me for any account verification, I have already done both basic and advanced, if you mean KYC?

They don't ask for anything else, they just keep telling me to wait, only now I don't even have access to my account.

I have thoughts that letters from BC.GAME do not reach me, because there are not even any system messages or mailings. So I am afraid that my letters do not reach them either, although I have not received any messages about unsuccessful delivery. I ask the support service on the site to confirm that they have a letter from me - they refuse, saying that they do not have the authority to do this.

I really ask you to look into this situation, otherwise it seems like it could drag on forever. It's been 12 days and they still tell me to wait. This time they tell me I'll have to wait another week, but due to the workload it could take longer.

Thank you very much, lika91, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you, Petronela

Kubo, hello!

Today is exactly 2 weeks since my access to withdrawing funds was restricted.

And now for the fourth day I can’t even log into my account.

Letters from BC.GAME do not arrive, the support service on the site says to just wait. How long to wait is unclear.

I have no more strength, I have probably contacted the support service 100 times during these days. And always the same answer: "we are working on your problem, rest assured, it will be solved soon." But nothing is solved.

Hello lika91!

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you kindly provide a comprehensive explanation regarding the player's case? Specifically, I would appreciate clarification on the reasons for the delay in her account verification process, as well as the current closure of her account.

Thank you in advance for your response!

Best Regards,

Kubo

Dear BC.GAME casino, please solve my problem as soon as possible. I have been waiting for half a month already.

I would be happy to continue playing on your project, as I really like it here in general.

I don't know how things are on other projects, as I don't have much experience and have never managed to win. Perhaps these are standard withdrawal conditions, and I'm just too impatient.

I would like to continue playing with you with peace of mind when all the functions of the site are available to me.

I hope for your promptness, thank you.

Kubo, hello!

I sent you the correspondence with the support service to your email, subject "Complaint lika91"

I just got a response from the casino. They say I used some free bonuses.

I didn't take any free bonuses or deposit bonuses. I just made a deposit and played slots with my own money. I don't understand what they are talking about. They are just misleading me.

I currently have 3517 TRX in my account and a few hours before my account was blocked I bought but have not yet unlocked features in 35 slots for a very large amount! I have screenshots and videos of all the big wins and the IDs of these wins. They just want to cancel it!

Firstly, after passing KYC they gave me access to withdraw funds, but when I bet more than I had, they blocked it again! Which is already very suspicious on their part. Secondly, the casino blocks players for using bonuses that they themselves offer them? What kind of nonsense is this? This is just a reason to block my account and take my winnings. I have never taken any bonuses there.

All the money I played with was not gift money, it was real money that I deposited and won. Is there a way for you to check this?

Please contact the casino and sort this out. I beg you!

Kubo, as you may have noticed in the screenshots of the support conversation that I emailed you today, they made it clear to me that my account will not be unblocked.

But as soon as I told them that I have all the photo and video evidence of my rightness and their dishonesty, they immediately replied that my account is being checked again.

This is simply absurd!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Kubo, hello! Any news?

I have no changes, I still can't log into my account, the support service in the chat says to wait, as before. Letters to my email also did not come to me and, judging by the message from the support service attached below, apparently they will not come. I gave them my alternative email address, registered on gmail, so that they could duplicate their message there, if anything. But they did not send me anything there either, unfortunately.

Dear lika91,

I have been in contact with the casino representative outside of this thread, and after a thorough review of the evidence provided by the casino, I regret to inform you that I must reject your complaint as unjustified.

The evidence clearly shows that your account is linked to multiple other accounts, all of which were either created or accessed from the same device or location. Creating multiple accounts to take advantage of bonuses is considered a serious violation of the Terms and Conditions at most, if not all, online casinos.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance.

If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best regards,

Kubo