BC.Game Casino - Player lost access to his account.

I signed up on January 15 2023. On Feb 2 I busted my account and made this last deposit or 0.011 BTC at which time I was logged out and sent a message that my account is at risk and I should contact support.

Coincidentally that was the exact time I reached VIP level 38

https://help.bc.game/en/article/perks-of-being-vip-38-on-bcgame-ykxqbl/ which provides extra perks, weekly-monthly and extra bonuses. So the disputed amount I entered is just an arbitrary number, it should probably be much higher combining my last deposit and the missed bonuses.

I chat with them and they instruct me to send an email to support@bc.game with the following information.

BCGame Username

Registered Email Address

One Deposit Transaction (TXID)

Commonly used IP Address

Commonly used device

I send it. Their reply is :

Hi,

Thank you for contacting us.

Please be advised that we are receiving an increased number of emails that may cause some delay in our reply. We apologize for the inconvenience, and we are working to address this situation.

About your concern, before we proceed, we would need to verify your account.

To do this, kindly complete this short verification form - https://bit.ly/BCGameKYC.

I complete it. Which has some very personal information such us pictures of my ID and myself holding a handwritten note.

I Also send this e-mail:

Once again I send this in with more complete information. OPEN UP MY ACCOUNT.

1. Name: [EDIT]

2. Level VIP38

3. Deposit records from your wallet: 0.5 ETH

[EDIT]

1 ETH

[EDIT]

1.5 ETH

[EDIT]

3010 USDC

[EDIT]

0.01152416 BTC

[EDIT]

4. Username on BC Game: [EDIT]

5. Any other relevant information related to the account

I have logged in through my ISP, my phone, different NordVPN servers, so multiple IPs.

Why can I not log into my account?????

Their reply is this:

Hi,

Thank you for contacting us.

Please be advised that we are receiving an increased number of emails that may cause some delay in our reply. We apologize for the inconvenience, and we are working to address this situation.

We have received your KYC documents.

As part of our verification process, we require some additional details from you apart from the standard KYC.

Please provide the following information:

1. Video of you holding your ID, stating this sentence:

"I, (your name), confirm to be the owner of the account (registered email) playing at BC.GAME".

Click here to see an example video.

2. Proof of address - (e.g. bank statement, utility bill)

Certain criteria are essential to make sure that your proof of address is valid and will be accepted:

• It should be issued in your name and match your government-issued identification

• The proof of address must contain your current residential address

• The document needs to be sent by a recognized authority and shows their logo, name, and information

• Your proof of address needs to be clearly dated within the last three months

Proof of address can be one of the following documents:

• Water, electricity, gas, telephone, or Internet bill

• Credit card bill or statement

• Bank statement

• Bank reference letter

• Mortgage statement or contract

• Letter issued by a public authority (e.g., a courthouse)

• Company payslip

Please use this form to upload these details - https://bit.ly/EnhancedVerification.

We understand that this may come as short notice and we want to apologize for any inconvenience this may have caused.

Please note that your account cannot be considered for reinstatement until the above information has been submitted and successfully verified.

If you have any questions, please let us know.

We look forward to your submission. Thank you!

---

Regards,

BC.GAME Team

I completed the enhanced verification and there has been zero communication on their side since then. Even their live chat which used to work (talking to a human) is shut down. It's now a bot that basically ghosts you.

I feel robbed and violated. They stole my deposit, my earned bonuses and I sent them some very personal information which I now regret.

It feels to me like BC.game is undergoing an exit scam.

Dear rankor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise when exactly have you lost access to your account? Have you received any additional feedback from the casino, either via mail or live chat regarding your account? Does the disputed value (€1,000) represent your last deposits or are there any winnings on your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I lost access on Feb 2, with a message saying my account is at risk and I should reset my password.

I contacted live chat and they told me to send an email to support@bc.game with my username, email address, one deposit TXID, commonly used IP and windows version.

I sent it and got this reply:

About your concern, before we proceed, we would need to verify your account.

To do this, kindly complete this short verification form - https://bit.ly/BCGameKYC.

Please let us know once you're done so we can follow up.

Thank you!

---

Regards,

BC.GAME Team

I clicked the link and filled all the forms on February 5. On february 10 they reply with this email

At this point I am almost certain I am being robbed. I ask them to let me log in my account so I can withdraw my deposit and delete my account. They do not reply.

Nevertheless, on March 19 I give in and fill out the enhanced verification form they asked for: (Please use this form to upload these details - https://bit.ly/EnhancedVerification.) With the video and everything. Now they have all my information. My ID, where I live, my face, my accounts.

It's been now 10 days and I have received zero communication from them. And just by visiting their discord you will see that this exact play has been done to numerous other players. But, as soon as a post goes up warning people that BC.game is closing down accounts right after they deposit money and basically robbing them, an admin deletes the message. I know they deleted mine and I've seen 4 more that were swiftly deleted. I got messages from players who read my post telling me that the exact same thing happened to them too.

I've opened numerous tickets on their discord with no answer, other than the last one which said to "contact support at help.bc.game or support.bc.game" Where the best answer I received was "be patient"

On your question: Does the disputed value (€1,000) represent your last deposits or are there any winnings on your account?

My last deposit was for 0.011 BTC which you can see here https://blockstream.info/tx/f52e4f26a64e3863800af7a8efd4a222f559032272f890b5e7d0d509373eb3f1

The 1k value is arbitrary, as I did not receive ANY bonuses associated with VIP 38. Weekly, monthly, Secret top-up, daily recharge etc.

If those bonuses are even slightly similar to stake.com, the 1k value is grossly underestimated.

Dear rankor,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please explain if the casino approved your documents since your last message or did they request anything else? Was the access to your account restored?

I'll await your reply.

I still have no access to my account and they have not sent any replies. Nothing at all, not even an automatic email response.

Thank you very much, rankor, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rankor,

I'm Michal and I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

Can you please provide information on why the player can't access their account? Has the player's verification been successful or is it still ongoing?

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.

Hello,

We are still reviewing this case with the provider. Please can the timer be extended for a further 5 days whilst this investigation is concluded.

Regards,

BC.GAME

Thank you for your response, BC.Game Casino.

Dear rankor,

Just so you know, we are working on your complaint, but it is much more complicated than it appeared at the beginning. Additional information and evidence need to be gathered to better understand the whole situation, so I kindly ask for your patience. I will provide an update once the situation is cleared.

Hello,

We have conducted a thorough investigation into the activity of the player in question and determined that they have engaged in an unfair advantage play, which violates our terms and conditions.

As per our terms, advantage play is defined as any user who accepts a bonus or promotion with the sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing a cash out of said bonus. In this case, the player in question engaged in such practices by using a third-party game to obtain bonus funds through low-risk wagers.

We would like to reiterate that equal, zero, or low margin bets, as well as hedge betting, are all considered irregular gaming for bonus play-through requirement purposes. Should we deem that such irregular gameplay has occurred, we reserve the right to withhold any withdrawals and/or confiscate all winnings.

As a result of our investigation, we have confiscated the remaining funds on the player's account. I can confirm the player deposited a total of $7,977.84, and successfully withdrew $10,535.45 from the account.

The player is prohibited from using our platform indefinitely. An email will be sent to the player confirming the same.

Please let us know if you have any further questions or concerns.

Best regards,

BC.GAME

This accusation is totally unfounded and is further proof that BC.game is a total scam, I've since seen hundreds of users in a telegram group having their accounts disabled and their withdrawals not processed. I urge casino.guru to blacklist BC.game and protect future players from having their money stolen by these criminals.

I did not engage in "advantage play" in order to abuse their "bonus" system, which is a laughable 500$ wager for 1$ return. I would have to bet tens of millions to fully redeem the bonus I was provided. No proof was provided by this post and none will be, because there is none.

Most of my play was in video poker, specifically double double bonus poker by a third party provider. It is not a low risk wager, I was max betting at some point in 5 hand, 10 hand and 25 hand bets. To realize the 98% return of this game you have to hit a royal flush in a specific number of bets otherwise you go bust.

This is just a poor excuse to save face and remain "credible" while stealing money from customers. I stress again that my account was restricted as soon as it was promoted to VIP level 38 which is like platinum 2 on stake which gives you daily and weekly bonuses and a lump sum cash bonus. And it had a zero balance so I made a deposit and then I couldn't log in.

After that I made an account at stake.com and here's my statistics.

If you identify an advantage play pattern let me know.

And here's my proof. Where's yours?

And some more. Also ask yourself, which decent company would identify a "cheater" with a zero balance and wait for them to make a deposit to then ban them and confiscate (steal) their money?

Dear Rankor,

Please confirm the transaction ID (txid) of your deposit. If you have made this deposit since your account was blocked we will return this amount to you.

Best regards,

BC.GAME

f52e4f26a64e3863800af7a8efd4a222f559032272f890b5e7d0d509373eb3f1

I do not want my deposit returned, I want my account reopened and my bonuses credited. Anyway I am pretty sure you very conveniently blocked my account right after my deposit.

You accuse me of playing low risk games when almost all my action was on ddb poker, which is a high volatility game.

https://www.casinocenter.com/a-closer-look-at-double-double-bonus-poker/

Explain yourself and provide proof.

Dear Rankor,

Thank you for the information, I will get the deposit checked.

I would like to clarify that the decision regarding your account is final. Please be aware that it is within the casino's authority and judgment to grant bonuses to accounts and accept gameplay. In the event that a casino decides to exclude a player from further participation due to violations of terms, abuse, or other reasons, the casino has the right to enforce a forced exclusion of the account, as specified in our terms and conditions.

Regards,

BC.GAME

I have made my case regarding your allegations of violations of rules and it's crystal clear that they are unfounded and you are lying. I have not broken any rules and you have provided no proof. The world should know that your site is a bunch of crooks and thieves.

Thank you all for the responses.

Dear BC.Game Casino,

Please forward me (michal.k@casino.guru) the player's full game history where we can see the potential "unfair advantage play".

As the player stated and showed on the screenshots, most of their gameplay was done on video poker games so I am not quite sure how the player could abuse the bonuses by playing low-risk games?

As we state in our Fair Gambling Codex, equal, zero, or low margin bets, as well as hedge betting, are not considered as valid reasons to cancel the player's winnings.

Every casino can decide which players will be awarded with bonuses, but once the bonus has been granted to the player and the player has not breached any industry standard bonus rules, then the bonuses and winnings from them should be paid out once the wagering conditions have been fulfilled.

Thank you for confirming the deposit Rankor, please can you send your BTC address so I can arrange this to be refunded for you?

If you’d prefer , you can send it via email to support@bc.game

I can confirm there is no other pending balance on the account, the deposit and remaining balance of 0.01246368 BTC is the amount to be refunded.

Kind Regards,

BC.GAME

https://help.bc.game/en/article/perks-of-being-vip-38-on-bcgame-ykxqbl/

There is no other pending balance? What about the recharge bonus, the secret top up, the weekly and monthly bonus that I never received for level 38? You are not getting away with this that easily. Just because I got lucky and ended up positive before you banned me for no reason it doesn't mean I am not entitled to the bonuses I earned with my bets.

Stake paid me 116$ every day for 42 days after I reached platinum 3 plus a 1655$+1500$+888$ flat bonus. And I am down over 50k on that site, money that could be yours if you weren't so stupid. I have already sent my btc address to your support email requesting my deposit back, but here it is again

bc1q6feesq80nwecp980spa48l2x8mj4hstwlkg5lh

And you still need to send my betting history to the admin to reason my ban.

And trust me, if you decide to "change" it to fit your narrative I will know. Just the fact that you won't let me access my account so I can download my history myself or withdraw my balance while restricting me from placing any bets tells a lot about your motives and actions.

Next stop will be trustpilot.

And that telegram channel I mentioned with hundreds of victims of your scam site is a goldmine for a class action lawsuit for criminal fraud that can take your whole company down.

Dear Rankor,

Do I understand correctly that all your winnings have been paid out and the dispute is "only" about the loyalty bonuses that you should have received because of your VIP level 38 status?

My deposits and withdrawals have all cleared except my last deposit that has been mentioned of 0.011 BTC. As soon as that deposit was made my account was blocked so I wasn't able to use it to make any bets. The total loyalty bonuses of VIP 38 should be substantially more than the deposit amount considering my total bets on the site during that month. I don't remember the numbers off the top of my head because it's been such a long time, but up until then every time I would level up I would receive some kind of bonus and an immediate personal support message from an actual person.

After the ban I was not able to establish any form of communication with a support person that could assist me in any way.

Level 38 is a milestone level as I mentioned before, similar to stake.com's Platinum 2 roughly. Which gives you a daily (recharge), weekly and monthly bonus plus an instant cash bonus (Secret top-up). On platinum 2 Stake gave me a 1500$ bonus and a 100$~ daily recharge, and on Platinum 3 I received 1655$ plus 116$ daily for 42 days. On top of that since I've been betting consistently I have been receiving weekly and monthly bonuses.

So to sum it up I am owed my deposit of 0.011 BTC, plus the total amount of daily recharge bonuses of level 38 plus the secret top up, plus one monthly and at least 1 weekly bonus for the bets I made during the last week and month on the site.

Michal, to uderstand the magnitute of the fraud taking place within this gamling site, please join this telegram channel and read the complaints from hundreds of players that were/are in the same boat as me. https://t.me/bcgameofficialscamsite

I'm not quite sure how I joined this group, since I only join official groups of sites but it somehow popped up in my feed, it might have been a different group that got taken over by someone in order to warn players and to redirect them to different casinos under their affiliate link. Regardless, it has some very telling stories that are extremely similar to mine, which cannot be a coincidence.

Even their official channel that has open chat is filled with similar complaints, but they are deleted regularly and swiftly by the admins. https://t.me/bcgameofficial

Hello,

I can confirm the following :

The player has been issued a refund of 0.01246368 BTC to the nominated address:

bc1q6feesq80nwecp980spa48l2x8mj4hstwlkg5lh

Transaction link : https://blockchair.com/bitcoin/transaction/f8e5b03f1a0ea7f29a85d34b3b25e2a313c4faddbd4ea49253bac5c195fb610e

Total deposits - $7,977.84

Total Withdrawals - $10,884.79

Total bonuses received - $2,027.92

Remaining account balance - $0

Please note upon suspension of the account bonuses are no longer issued or accumulated.

Regards,

BC.GAME

Dear Rankor,

As you mentioned "My deposits and withdrawals have all cleared except my last deposit" We can't really force the casino to grant you any bonuses. All your real money winnings and the last deposit (the deposit has been returned back to you in the meantime) have been paid out to you, so there is no real loss on your side.

I understand that you were expecting to receive bonuses as you expected to be promoted to VIP 38 status, but on the other hand, you need to please understand that there is no legal right for you to receive bonuses. A bonus is something that the casino CAN offer and unfortunately, we cannot punish the casino for not giving you the bonuses or excluding you from receiving them altogether. I can agree that this approach from the casino is not really the best, but sadly BC casino has this mentioned in their T&Cs

5.5. BC.GAME reserves the right to amend, cancel, reclaim or refuse any promotion at its own discretion.

I'm still awaiting additional information from the casino to better understand why they decided to not grant you the bonuses, but I'm afraid there is not much that can be done from our side because of the aforementioned.

Dear Michal, I did not go through this whole ordeal just for the money. This move is driven by principle. As I stated before I am down 50k on stake.com and I am not ashamed to prove it.

This is about a site that routinely scams their customers and robs them of their money, either deposits not credited, withdrawals not processed or accounts closed like in my case and funds confiscated. My account was not just randomly closed. It was a targeted hit in order to avoid paying the level 38 bonuses that I earned by betting a lot of money. And I wasn't expecting to be promoted to level 38, I actually was promoted to 38 and banned immediately after, instead of receiving a heartwarming message from support congratulating me and giving me my bonuses.

You asked them for proof and I can guarantee you they will not comply. I did nothing to deserve such treatment. In fact, stake does not offer ddb poker which is my favorite game to play and I would have kept my action at bc.game.

I urge you to dig deeper and realize that this is a rug pull in the making. Protect players by warning them about this website and their practices. I would bet a lot of money that in one year this company will not exist and they will have stolen millions of dollars from unsuspecting customers thinking that it's a safe and legit place to gamble.

I know I am not getting my money and honestly I don't care. What I care about is integrity and truth, and it angers me to see that you have bc.game as a reputable site. It should be blacklisted with a huge warning to NOT deposit a cent of your money there, because eventually they will steal from you, one way or another.

By now it should be very clear to you with the way this representative has responded that something's just not right.

Hello Rankor,

Upon reviewing the group you mentioned, I observed that it primarily contains standard accounts related to fiat deposits and withdrawals. Delays in these transactions are often due to banking limitations, and we continuously collaborate with payment providers to enhance the efficiency of our fiat transactions. We encourage you to delve deeper if you are genuinely interested in conducting research, all of these transactions will be settled. Relying on a group created solely for affiliation purposes and presenting incomplete information can lead to negative impressions, which is not uncommon in this sector.

Regarding your personal account, as previously stated, you have received over $2,000 in bonuses and all remaining balances have been addressed.

Best regards,

BC.GAME

First, BC.game nameless representative, I did not refer to you in my previous 2 posts so I don't see why you should be replying to them. Since you did though, I shall reply to your selective reply. (How convenient is it to just pick one issue and reply with excuses at an attempt to discredit me, while ignoring the main questions of this thread?)

I'd suggest to anyone interested in the truth to join BC.game's official telegram channel and discord server and just observe. In just one hour I saw 15 posts from people having their account closed and their money stolen in exactly the same way as me, and they were all deleted within minutes from admins.

The typical scenario which makes absolutely no sense at all is one recurring pattern. Player suddenly cannot log in to their account with a message saying "your account is at risk, please reset your password through email", then ask for KYC, then ask for more KYC, then ignore the player indefinitely, or in my case, make up a fake reason while providing no proof, announcing that the player has breached Terms and Services and therefore player is banned. What part of this timeline makes even remotely any sense? Why is it being repeated over and over to so many players? Why does it have to come to this, more than 3 months later, for me to learn that I am banned?

When I posted my story on their discord server and on Telegram, both were deleted within 5 minutes and both times I was immediately contacted by more than 5 people telling me that the exact same thing has happened to them, with some of them following up days later asking if I had found a way to get my account back or just even found a way to contact an actual person from support instead of a chatbot.

Why not just outright serve the ban and inform the player of their infractions? Why is the player asked to provide a great deal of personal information for you to harvest and do with as you please before you ultimately are pushed into a corner and come out with unfounded and untruth accusations?

And no, those transactions are not all fiat transactions, many of them are crypto deposits and withdrawals that have been unprocessed for weeks. Needless to say those transactions should never take more than 15 minutes to complete.

I don't think you realize the severity of your situation. You are employed by a criminal organization and you are knowingly and willingly taking part in defrauding players around the world. Hopefully sooner than later, your main page will look like this

Regarding my personal account, as previously stated, you have provided no proof of any violations and therefore you have presented no actual reason for closing my account and denying me of your "services", including my earned bonuses.

To Michal:

I am not disputing the legality of me receiving the bonuses that the casino advertises. I am very straight forwardly accusing them of fraud on a massive scale. The way that this whole case has been played out, the fact that it is being repeated daily to more and more players in exactly the same way, the fact that this nameless representative is selectively replying and not addressing the actual reason behind the ban and trying to save face by sending back a measly 350$ deposit. All this should at least hint at you that this site deserves much more scrutiny and research.

There is much that you can do on your side. You have the ability to expose this fraud and protect future players by announcing that BC.game is no longer trustworthy and that they should approach it with caution. You can place them at the bottom of the list and put a warning stamp on them.

And when you say that there was no real loss on my side, that's not entirely true. If I hadn't been banned I would have kept playing the one game that I enjoy and maybe I would have never created an account at stake, never played 300$ blackjack and 500$ roulette, and maybe my losses would be much smaller. Maybe, just maybe, my deposits wouldn't look like this.

Dear Rankor,

I understand your frustration and that you are not happy about the user experience you had, but as I mentioned above there is no legal right for you or any other player to receive bonuses. A bonus is something that the casino CAN offer and unfortunately, we cannot punish the casino for not giving you the bonuses or excluding certain players from receiving them altogether. Another thing is that the casino can close a player's account anytime as long as all the financial obligations have been fulfilled and refuse to provide its service to the player in the future.

Again I understand that such an approach is not the most user-friendly, but it is nothing unusual as the majority of casinos have rules like this.

As I mentioned previously there is no real loss on your side. The bonuses you could have received might helped you to gain some winnings or might not. It's 50:50, but this is just hypothetical. All your previous winnings have been paid to you so actually you are $2,000 better of.

I'm not sure if there is something else we can help you with here. If you wanted to share your experience with the casino in this way we will leave this complaint public so it will be visible to other users, but the complaint itself will be rejected as we cannot punish the casino for not giving you the bonuses. Please bear in mind that there might be thousands of players or even more that are playing in the casino and most of them are happy with this casino. You might have the impression that this casino is not fair, but that necessarily doesn't have to be true. Even the best casinos receive negative feedback from time to time and for some players, even the best casinos might appear "not good or fair" This is all very subjective. If you are not happy with this casino, you have thousands of other casinos to choose from, please check the list of our recommended casinos in your country and I'm sure you will find a casino that you'll be happy with.

To sum it up, please let me know if I can be of help in any other way, but after collecting all the information I'm not sure if there is anything else I can do here.

Ok, so you are treating my case as anecdotal and you're giving the casino a free pass. No further examination, no research required. My personal case might be anecdotal and had a somewhat "problematic" feel to it, because it was revealed that I broke no rules and gave them no reason to close my account.

But since it came down to "the casino can close a player's account anytime as long as all the financial obligations have been fulfilled and refuse to provide its service to the player in the future" and there are thousands of other players with no problems, you cannot give them a bad rating. The part where I did a tiny bit of digging and found out that they employ this tactic routinely to many other players does not raise a red flag to you.

You can close this thread and leave all comments public. When they eventually disappear with millions of players' money I'll just shoot you a "told you so" e-mail. Thanks for your time.

Dear Rankor,

Again, I understand your frustration and that you are not happy about the user experience you had, but we cannot punish the casino for not giving you the bonuses or excluding certain players from receiving them altogether. Every casino is a private company and it is at their discretion which players they accept and are willing to provide their service to or which they don't. It is an industry standard for casinos to have rules like this o very similar to this:

As I mentioned above I understand that such an approach is not the most user-friendly, but it is nothing unusual and it is beyond our competence to consider this as something unfair.

All your real money winnings and the last deposit have been paid out to you, so there is no real loss on your side so I'm not sure what additional investigation or research should be done by us. If you wanted to share your experience with the casino in this way we will leave this complaint public so it will be visible to other users, but the complaint itself will be rejected. I understand this isn't a satisfactory solution to your issue however, we cannot punish the casino for no loss.

If you want to send me a "told you so" e-mail in the future please feel free (michal.k@casino.guru) but we don't know for sure what can happen in 2, 5, or 10 years.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal