BC.Game Casino - Player’s withdrawal is delayed and account blocked.

I was a high roller on BC.Game with over 130 million USD wagered.

The nightmare started around two and a half weeks ago when my host informed me not to play too much 1.01x on their originals. This was a strange request to begin with as 1.01x is allowed to be chosen as a multiplier on their own built-in games, so no one would think that playing too much of it would cause a problem. Nonetheless, I agreed to the demand and asked my host what I could play; she said anything over 1.01x is fine. So over the next week, I played a mixture of 1.03-1.05x, 1.1x, 1.3x and 1.5x.

However, the next Friday my host informed me again that their risk department were not happy with my wagers and decided to cancel my weekly and monthly bonuses, which would have amounted to around $100k USD. Keep in mind this is AFTER I asked them what I could play and only played what they said were okay. My host also informed me that I would still be able to receive my recharges (which is a bonus in the form of daily or hourly reloads) and did not give any clear instructions on what I could or could not play in the future to keep getting my bonuses.

A day later, I found out my withdrawals were locked and was asked by support to complete advanced KYC. I completed it quickly within a few hours but was then told to send an email containing some basic information like my email, IP address, etc that they wanted to "verify as a normal part of their KYC process" (looking back, this was clearly a lie and an excuse). I was told the KYC would be completed within 72 hours and I would be able to withdraw again. I continued to claim my reloads during this time while not being able to withdraw.

72 hours later, I still wasn't able to withdraw and was told to wait more. I patiently waited another 3 days, and not only did my withdrawals not get unlocked, I was no longer able to login, with the message "Account Verification Required" displayed whenever I tried to login. At this time, I had around $100k accumulated in my balance from my reloads that I wasn't able to withdraw and an additional $40-50k in reloads that I have yet to and won't be able to claim because they locked my login. It has now been 11 days since my withdrawals have been locked and 5 days since I haven't been able to login. My host and their support have started to respond less and less, and I just simply get told to wait more each time with no resolution in sight. It seems from my perspective that I wagered too much and BC.Game just didn't want to pay out large bonuses and found excuses to lock my account.

So overall, there is $100k locked in balance, $50k recharges not claimed due to locked account, and $100k in bonuses cancelled, totalling to around $250k USD stolen from me.

You can also find screenshots containing the conversation between me and my host below.

Hello ayoobsalh0003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It has been going on for 11 days+. My withdrawals were locked 11 days ago after which I was asked to complete advanced KYC, which I did within a few hours. This is what it looks like on the site after it was completed:

The advanced KYC is the highest level and includes ID, proof of address and video verification. After this, I was then told to email them with a list of very basic information including my IP Address, BC.Game Username, device used, one previous transaction ID, and registered email address. I did this as well within a few hours. Since then it's been 11 days with no resolution, and 5 days ago my account logins were locked, with the message "Account Verification Required" whenever I try to login.

I have actually been trying to reach out to them every day regarding this issue, but they have been very unresponsive, and as of 5 days ago I could no longer login to my account.

I do understand that KYC can take a while. However, I already completed their highest level of KYC 11 days ago and have been waiting almost two weeks for them to verify some simple information in an email. I suspect this is just an excuse to not pay me out and lock my account indefinitely. It is also extremely strange that my logins got locked 5 days ago when before the only issue was I couldn't withdraw, but I could login and wager just fine.

Hello ayoobsalh0003 and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you ayoobsalh0003 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why was the player's account locked and what can we do to help resolve this issue.

Thank you!

UPDATE

Account was unlocked today, but all my balances were reset to 0 before I was able to login (see screenshot below), so it's kind of pointless. Also I found that even though I am able to login, my withdrawals are still locked (I found out after getting a small rain which I then tried to tip but got the same message when my withdrawals were locked, "permission denied").

I also don't understand the purpose of unlocking my account at all. Is BC.Game hoping I would deposit again not knowing my withdrawals are still locked so that they can take more money from me? That seems extremely dumb if that is the case.

Conversation with my host regarding withdrawals being locked attached below.

They are seriously trying to trick me into depositing to steal more money from me lmao. In addition, I am muted in BC.Game lobby chat for no reason. They probably don't want me to tell my story to the current players on their site lol.

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.

On our platform, players can deposit certain NFTs and break them into 1,000 pieces called mNFTs, which can be further merged or broken as the player wishes. We also offer Lucky Spin rewards, where players can win these mNFTs as part of their bonuses, available daily and upon leveling up.

The user in question received numerous AZUKI mNFT rewards and predominantly used them for consistent low-odds wagers, primarily in the range of 1.01–1.05x. While such wagering patterns might not raise concerns in small volumes, in this case, over 99.9% of the user's gameplay followed this pattern, essentially bypassing traditional gambling.

It's crucial to mention that the wager rewards are provided in BCD, which is paired with USDT. The extensive wagering with AZUKI translated to over $550,000 in earned bonuses.

However, the primary reason for confiscating the user's funds was the discovery of an error in our AZUKI price listing. We had mistakenly listed it 3.2 times higher than its actual value, resulting in us awarding the user 3.2 times more rewards than they should have received. The user was well aware of this discrepancy and continued wagering with AZUKI solely to accumulate BCD bonuses. The player could not lose here and was essentially printing money.

In summary, this is a clear instance of bonus abuse, and consequently, we confiscated the remaining balance in the player's account. It's worth noting that the user has already profited significantly from their actions, amassing multiple six figures of profit that have been withdrawn.

It is surprising that they are attempting to raise additional claims on third-party platforms like BCT, with crucial information omitted.

As of now, the user's account has been fully reinstated and can be used in the usual manner.

It is evident that the user was fully aware of their activities, as indicated by their significant wagering involvement with AZUKI NFT. A detailed analysis of their account reveals the following financial movements:

Total Deposits: $983,513

Total Withdrawals: $1,560,631

Net Game Profit: -$1,414,468

Notably, the user has accrued a profit of approximately $550k solely from bonuses, which can be attributed to the existing price discrepancies. The total wager amount with AZUKI stands at $117,846,930.

We wish to clarify that our action to revoke the balance was specifically targeted at the funds accumulated due to this price discrepancy. This measure does not affect any deposits made by the user or any winnings derived from those deposits.

With regards to BC.Game's statement, I would like to first and foremost clarify I'm not $550,000 in profit. Those deposits and withdrawals numbers most likely don't include the NFTs I deposited which is around 40 Azukis which would be around 500k (so I'm around breakeven or up slightly). I wish I can show my entire deposit and withdrawal history, but this is unfortunately not possible because BC.Game either doesn't keep or let you view history past 60 days. This used to be not the case, but for some reason now all activity past 60 days is not viewable.

Secondly, I did not intentionally exploit anything on the site. I made one account and played on this only one account on BC.Game. I did not hack the system, count cards, or do anything of that sort that would qualify me as an "advantage player" that BC.Game is claiming. I deposited and wagered what BC.Game allowed me to do and even changed my betting patterns when BC.Game gave me a warning (from telegram conversations I showed before). I should not be punished for any mispricing or internal error on BC.Game's end that I was not aware of.

It is also an erroneous statement that 99.9% of my wagering were in Azuki. While it is true that I deposited in Azuki and primarily wagered in lower risk bets in an attempt to advance my VIP level, I have made plenty of higher risk wagers in other cryptos. I only did what BC.Game allowed me to do and was not aware of any price discrepancy as I wager in crypto not fiat (but I changed to fiat to take the screenshots so it's more interpretable). Moreover, from my perspective my bets in other cryptos were way bigger because I had much bigger and riskier bets (see example wagers and bets in screenshots below where I lost 150k in about 10 seconds doing 50k bets and another 150k bet. I have never done this in Azuki and don't even recall making a bet over 5k in Azuki.

Thank you for the information ayoobsalh0003.

Dear BC.Game Casino Team, could you please provide betting logs to support your claims about the player using the AZUKI currency in the bonus betting or transaction history that the player's funds accumulated in AZUKI were changed to a different currency? I would also appreciate it if you could provide evidence of communication about the price discrepancy as the player has mentioned they were not aware of that. You can provide the information to my email (peter.c@casino.guru) or through our previous communication.

Thank you in advance for your cooperation!

Dear ayoobsalh0003, a casino representative has provided me with wagering details of your profile. According to the information you have wagered AZUKI NFT which was mistakenly listed it 3.2 times higher than its actual value. In cases where such discrepancies arise the casino has a right to confiscate the funds as per their terms and conditions about advantage play. You mentioned that you were not aware of such a discrepancy but as your account was subsequently reinstated and you are free to continue betting at the site, we believe the steps the casino has taken are justified. Due to this reason, we will reject this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.