The player from the United States had deposited over $20,000 in crypto into his B.C. Game account. Despite his balance having stood at $10,000, his withdrawal attempts had been suspended. The player had completed the KYC process and had provided necessary account details, but the issue had persisted. The player had suspected that his U.S. residency might have caused the suspension, as B.C. Game's terms of service had prohibited services for U.S. residents. The casino had confirmed that the player's account was locked due to a violation of their terms of service, as the player had used a VPN to access the site. We had concluded that the casino was within its rights to suspend the account and void the player's winnings due to the breach of terms. The complaint was therefore rejected.
BC.Game Casino - Player's withdrawal request is suspended.
Amount: $6
BC.Game Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I have made over $20,000 worth of crypto despots into my account with B.C. Game. I have lost almost all of my money with this site but recently won some money and my account is at $10,000 now. I attempted to withdraw some funds on Saturday 3/26 and the site said that withdrawals have been suspended? I contacted the support team and they requested that I provide account details via email to their support team. I completed this Saturday they still haven’t allowed me to withdraw funds.
If B.C. Game does not allow me to make a withdrawal then I am disputing every deposit that has been made into the account. It’s crazy that I haven’t even won money and they won’t let me withdraw. This is criminal.
Dear xProRaider21x,
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 to make sure I understand your situation completely.
Could you please advise if you made any successful withdrawals from this casino before?
Have you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you kindly specify what types of games you played (slots, live casino games, sports betting)?
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
Veronika
Veronika,
I have not made a withdrawal with B.C. Game and I have deposited around $23,000 USD of crypto deposits associated with my account. I have made the team well aware of my U.S. residency and successfully completed a KYC.
Over the past few days I have held around $10,000-15,0000 worth of crypto and have been unable to withdraw funds. I didn’t get a response from the B.C. Game Support team on what the decision will be, in consideration of me being a U.S. resident. Throughout this process B.C. Game allowed deposits and wagers with their games but banned withdrawals.
I would like to know the determination of my account, and if all deposits and wagers will be voided due to conflict of TOS.
In addition to my previous response, this is the communication I’ve had with the B.C. Game team. I have not been able to withdraw funds, as they only allowed me to deposit and place wagers on their site. Ultimately, all of the deposits I made were to be locked by B.C. Game.
Could you please advise if you used any VPN or IP-masking software to alter your location when accessing the casino website?
Veronika,
I was legally betting and B.C. Game cannot verify my jurisdiction. For reference, I have quoted this statement from their TOS below, please review section 1.2 (iii):
1.2. The Service is not for use by (i) individuals under 18 years of age, (ii) individuals under the legal age of majority in their jurisdiction and (iii) individuals accessing the Service from jurisdictions from which it is illegal to do so. BC.GAME is not able to verify the legality of the Service in each jurisdiction and it is the User’s responsibility to ensure that their use of the Service is lawful.
However, under section 5 of B.C. Games TOS it is stated:
5.2. JURISDICTIONS. Persons located in or residents of Aruba, Bonaire, Curacao, France, Netherlands, Saba, Statia, St Martin, USA (the "Prohibited Jurisdictions") are not permitted make use of the Service. For the avoidance of doubt, the foregoing restrictions on engaging in real-money play from Prohibited Jurisdictions applies equally to residents and citizens of other nations while located in a Prohibited Jurisdiction. Any attempt to circumvent the restrictions on play by any persons located in a Prohibited Jurisdiction or Restricted Jurisdiction, is a breach of this Agreement. An attempt at circumvention includes, but is not limited to, manipulating the information used by BC.GAME to identify your location and providing BC.GAME with false or misleading information regarding your location or place of residence.
The B.C. Game team was well aware of my USA residency as I notified their team members via email and using their online chat (can provide screenshots). I was always clear and honest of my residency, yet B.C. Game still allowed the account to remain open and place wagers, without allowing a withdrawal. I have also stated that I was legally betting in an acceptable and legal jurisdiction.
Even in consideration of betting in an allowable jurisdiction, as a US resident I was not permitted to use B.C. Games services. I hope we are able to come to terms on this matter as I am seeking to have all account deposits refunded.
Kindly answer my question. Did you use any VPN or IP-masking software to alter your true location when accessing the casino website?
Veronika,
Like I have said, I was legally betting and have provided B.C. Game with an email consisting of this requested information below:
1. BCGame Username
2. Registered Email Address
3. One Deposit Transaction (TXID)
4. Commonly used IP Address
5. Commonly used device
This information was sent to support@bcgame.com from my email associated with the account. Their online chat team told me I had to provide this information for me to make a withdrawal, which I provided the same day on 3/23/24 and then they did not allow me to make a withdrawal.
It appears that accessing the casino website with the location set as the US is not possible due to a software setting that restricts users from this jurisdiction, as stated in the platform's Terms and Conditions. It is important to note that the casino has implemented this measure to comply with legal requirements and regulations. If one were to bypass the IP block, it is possible that the casino may not detect the actual location until the verification process, which usually occurs before withdrawal requests.
I do not have the resources to determine the legitimacy and accuracy of B.C. Game software to prevent users in prohibited jurisdictions.
However, I have finally received an email from B.C. Game today (4/4/24) and have attached the conversation for our case. Please review the screenshots and ask any questions you may have. I would like for B.C. Game to be added this conversation.
Hello,
We cannot confirm the amounts claimed by the user in the thread as we do not see such a balance in the account. The account currently has a balance of $6.08834832 as of the time it was locked. The user was utilizing a VPN to access the site, as we are not available in the US. Subsequently, the user was asked for KYC verification, and following that, the account was locked in accordance with our clearly stated terms of service. Unfortunately, we are unable to unlock this account. If the user wishes to have the $6.08834832 refunded, they can provide us with their USDT (TRC-20) address, and we will initiate the refund process.
Best Regards
PANDA - BC.GAME
Dear BC.Game Casino representative,
thank you very much for getting in touch with us and providing us with a thorough explanation of the player's case.
Dear xProRaider21x,
since you bypassed the casino's software measures to prevent access for the US residents by using a VPN, the casino was eligible to close your account. If you are interested in receiving a refund of your remaining balance, please provide the casino with your wallet address.
B.C. Game,
Please share supporting evidence that I was using a VPN to access your site. I also did not request a KYC as you’ve stated above. When my account was valued around 10-15k, you did not allow me to make a withdrawal. Your team requested that I answer 5 questions via email to be able to withdraw funds, this was completed and I still wasn’t allowed to withdraw days later. Your team then requested a KYC, which was completed and approved. Even at this point I was still unable to withdraw funds. You left me with the only options to continue gambling and deposit more funds, without be able to withdraw.
As mentioned above, please share supporting evidence that I was using a VPN.
Dear xProRaider21x,
Following our investigation, we have received substantial evidence from the casino indicating that you utilized a VPN program to obscure your true location, thereby accessing the casino website from a restricted jurisdiction. Regrettably, this action constitutes a breach of the casino's Terms and Conditions. As a result, the casino is within its rights to void your winnings and suspend your account, from our perspective.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
Veronika
Casino Guru
