BC.Game Casino - Player’s account has been closed.

Hello, fellow gamers!

My name is Evgeny.

I want to tell you about a major SCAM project that calls itself a large crypto-casino.

Their name is BC Game.

I registered around October 2023, played only slot games, bought bonuses like Sugar Rush, Sweet Bonanza, and won 2,200,000 rubles at that time. I lost 900,000 rubles of that amount but successfully withdrew the rest. After that, I decided to take a break. Just recently, on June 2, 2024, I deposited 60,000 rubles and again bought bonuses in various slots. I won $45,020 and managed to withdraw $3,381, but then my withdrawal was put on hold. Support told me that access would be restored soon. Eventually, the site became inaccessible, showing an error that account verification was required. I sent all the requested documents to their email, and two days later, I received a response stating that my account was permanently blocked because I allegedly violated the terms of service by using prohibited methods, which I definitely did not do. I was just buying bonuses like I did the previous year, though my winnings were apparently not as significant back then.

No acquaintances, relatives, friends, etc., to my knowledge, are registered at the casino. I didn't use any bugs, abuses, siphoning, or the like. I played just for fun. I didn't break any of the site's rules.

Dear zensbk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did the casino specify which rule you breached or which 'methods' you used?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

вот какой ответ они мне прислали на почту, они отвечают по шаблону, я им отправлял более 20 сообщений, ответ один и тот же, бонусов у меня никаких не было.

какое именно правило я нарушил они не уточняют, я играл также как и в других казино, только большую сумму выиграл я только тут.

Dear Customer,

Thank you for contacting us. 

We regret to inform you that after a thorough review of your account activity, it has been determined that you have violated our Terms of Service by engaging in prohibited techniques. This action is strictly prohibited and undermines the integrity of our website. According to our ADVANTAGE PLAY policy, should BC.GAME become aware that any user has accepted a bonus or promotion with the intent to create a guaranteed profit by employing practices aimed at unfairly securing a cash-out of the bonus, BC.GAME will immediately confiscate the winnings and close the account, retaining the right to withhold further withdrawals. Examples of advantage play include delaying the completion of a game round until wagering requirements are met or making new deposits while free spins or bonus features are available. Placing equal, zero, or low margin bets, or hedge betting, are considered irregular gaming for meeting bonus wagering requirements. If irregular gameplay is detected, BC.GAME reserves the right to withhold any withdrawals and confiscate all winnings.

As a result, your account has been permanently locked. This decision is final and in accordance with our Terms of Service, which all players agree to adhere to upon registration. We take these matters seriously to maintain a fair and secure environment for all our players. Please note that the decision to permanently lock your account has been made after a thorough and fair investigation.

We appreciate your understanding of our policies and thank you for your cooperation. 

Best regards,

BC.GAME_Ivan

Let me add that when I made a deposit in the amount of 60,000 rubles, I played sugar rush 1000, drained the balance to 16,000 rubles and decided to buy the last bonus, which gave me x10,000, there were 1,600,000 rubles on the balance, I immediately put 300,000 rubles for withdrawal, they were withdrawn, the next withdrawal was was already suspended and was unavailable for 3 days, I didn’t sit and played further on different slots, the next entry was in wanted, I don’t remember the full name, there I also won x10,000 at a bet of 100 rubles, closed all the curtains, then played again until I got there up to the amount of 4,000,000 and only then I was kicked out of the account and I have not logged into it again to this day.

Thank you very much, zensbk, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you very much for helping, I really hope for a favorable outcome of events, I really need this amount

Hello, zensbk,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru) or via Skype.

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

Since there is still ongoing communication between me and the casino representative outside the thread, we are extending the timer by another 7 days.

Hello, I'm really looking forward to your answer.

Hello, zensbk,

Thank you for your email.

There are still some delays, also on my side, in the communication between me and the casino representative. The casino usually fully cooperates in resolving complaints and regularly replies outside the thread, so I would not like to close the case yet. It looks like there are also delays in communication within the casino's departments. However, I was promised that I would receive the requested details and data today or by the end of this week.

Let's wait until Friday and we will see. I will inform you about any news or updates as soon as I have any.

Thank you for your infinite patience and understanding.

Hello! Thanks for your reply, yes, I am ready to wait until Friday

Dear zensbk,

I managed to receive all the necessary details from the casino. I have hot news that will not make you happy. However, now I really do not understand how you could expect such winnings to be paid out.

After gathering and reviewing all the necessary details, we are closing this complaint as unjustified due to the currency exchange rate arbitrage. The vast majority of your initial significant winnings were considered invalid for this reason, and therefore. you are definitely not eligible to withdraw winnings accumulated in such a (illegitimate) way.

The casino acted in accordance with its terms and conditions. There was basically no other way how it could have ended. If your previously successfully withdrawn winnings were accumulated the same way as the disputed winnings, you can be only glad and happy you managed to withdraw them.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Although only outside the thread for some unknown reason, thanks also to BC.Game Casino Team, for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru