BC.Game Casino - Player’s winnings have been cancelled.

hello, this is the situation. played in this casino and decided to bet on withdrawal. the casino asked me to verify my identity, then something strange began. The first response was made to wait 7 days, although the maximum amount of time is 72 hours. They answered, asked me to fill out a KYC document, I did everything, everything went through. And again, the answer had to wait a very long time. The whole process took 23 days, approximately. which is very long. All this time I had access to the account. Accordingly twisted slots there. Today I received an answer, a very strange interpretation (I'm attaching a screenshot). they write to me, they say, make your balance 400usdt, after which we will open the withdrawal of funds for you. That is, I have to lose my money won and leave a balance of 400usdt, after that write to them so that they open the withdrawal for me. I consider this a fraud and nothing else, they do not comment on their such interpretation. I ask you to help me collect my winnings from this casino. Once again I clarify, I passed KYC, they do not explain their actions!

Dear arabic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino when placing your last deposit? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

No, I didn’t get any explanation, no bonuses, etc. I didn't use it. THEIR interpretation that I have to lose my winnings and that only after that I will be allowed to withdraw is a scam!

Was your account successfully verified in the past, please? Which games you’ve been playing (live casino games, slots, or sports betting)? 

I signed up using the referral link of a streamer who streamed this casino. I played slots (slot machines) and placed bets. Fully used the site. Mainly played slot machines

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

Dear arabic,

I am so sorry to hear your winnings were cancelled. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BC.Game Casino,

Could you please state why the player's winnings were cancelled?

Thank you in advance for providing the information.

Kind regards,

Stefan

I would like to pay attention. They didn’t cancel my winnings, but it was written in plain text that I lost it myself, after which I had to write to them and they would open the withdrawal for me. How do you like this interpretation?

Dear Arabic ,

We pride ourselves on the integrity and trust of thousands of players within the BCGame community. We apologize for any inconvenience caused by the restriction on your account.

After reviewing your account, we found that your bets violated the terms and conditions of our sportsbook, this is why your account was restricted, it has nothing to do with any gameplay on slots. Specifically, your winnings were deemed to be unfair in nature. In case of suspicion of unfair activity, Sportsbook platform reserves the right to void any bet or any part of it, thus making the questionable bet invalid.

We understand that it may be frustrating , but please note that when you registered and placed bets on our platform, you agreed to abide by the terms and conditions enforced by the sportsbook. You can find more information about these terms here: https://bc.game/help/terms-sports.

Your deposited amount of 400 USDT will be returned to your nominated address. Please send the details to me directly - joe@bcgame.com - and I will arrange this for you.

Regards,

BC.GAME

In your reply to my mail, no reasons were indicated, and you only wrote that I myself should lose this money. I don't think this is fair! and secondly, why didn't you cancel them immediately after winning my 2 bets? Why? I see fraud on your part. You decided to do all this only after checking KYC, but you can’t even cancel these 2 bets yourself, because they were made legally and according to the rules. what are you even talking about? You are simply losing your reputation through such fraud!!! Why did I go through KYC verification then? You initially could return my balance to me, and you arrogantly played for time. again, breaking all his words, about the time of the KYC verification. Thus, the concept of gaming clubs is lost, I went to your casino to get emotions and I got them, through my winnings in bets and slot machines, I would never have thought that a casino that is actively advertised by media personalities can be so brazenly confused in its statements and brazenly take winnings from the players

Thank you very much, Arabic, for your reply. Since it was confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

Kind regards,

Stefan