BC.Game Casino - Player’s withdrawal was cancelled.

This is the second claim at BCgame.

Please forgive us if it is difficult to understand due to the use of a translator.

Timeline

7/28

I noticed that my drawer was locked again and contacted my VIP host.

7/29

Host tells me that I cannot withdraw money without completing KYC verification now.

But I completed advanced KYC on 5/27/2024.

So I asked what else I need to submit.

7/30

Host responded and said "I will contact you when there is progress".

8/2

I contacted them twice after that and received a reply saying, "Confirmed with the relevant department. There is no updated information at this time," was the reply, which I did not understand.

I came to Casino Guru for help because KYC has been completed up to the second step and I don't know the cause.

Additional Information

I have made several deposits and withdrawals since the last time my funds were locked.

I play table games, slots, original games and live games.

I bet a lot and get a lot of bonuses, but most recently I bet $100 on Plinko and got $60,000 and $200 on Crazy Time and got $20,000.

Slot and table game bets range from $500 to $1,000.

Please help me to solve this problem.

Translated with DeepL.com (free version)

Hello sainome12,

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

On 5/27/2024, passport and other documents are approved and the second stage of advanced KYC is certified.

Last spoken with on 8/2.

'I checked with the department in charge. No updates at this time."

I received a reply saying

Best regards

8/7/2024

When I try to log in to BCgame, it says "account verification required" and won't let me log in.

As I keep saying, advanced KYC was authenticated on 5/27/2024.

Please please help me.

Hello sainome12,

We are currently in touch with the casino awaiting additional information regarding your complaint.

Please do me a favor.

 How is your progress since then?

Have you heard from the casino?

Hello sainome12,

Not yet unfortunately. I've contacted them again today so we will be awaiting the answer.

I understand.

I really don't understand why I can't log in suddenly without any notice.

Please keep us posted.

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.

Dear BCgame

Please respond to our request.

This user identified a pattern in one of the games from the game provider, allowing them to accumulate a significant amount of Wager and resulting in a considerable Bonus. The game in question has now been taken down.

If the user wishes to unlock their account, we are willing to do so, but the Bonus previously issued will be deducted. If the account balance is insufficient for the deduction, no further weekly or loss bonuses will be issued. If the user agrees to these terms, we will deduct the remaining balance and return the account to them.

This user has been exploiting the bonuses for over 3 months and provider and our risk team has been checking his activity along and found that the Blackjack games he was playing and wagering on were some how being tricked. 

Isn't that reason indeed terrible?

Yes, I like blackjack and I play it a lot, but what do you mean by abuse?

I chose to play blackjack with this provider because of the following reasons.

The betting limit is high. Other games have a lower limit, like $100.

I bet $500 a time on blackjack, which limits the number of blackjack providers.

The speed of the game is fast. I don't like live blackjack because of its slow pace. I prefer to play video games that are fast-paced.

The provider is well-known and reliable in Japan.

For the above reasons, I only played blackjack because it was the only game I could find that had high stakes and the fastest speed.

I don't think it is possible to abuse the famous card counting due to the nature of the video game.

I was just playing a game that you had prepared.

I've been playing other games as well, and I think the main reasons for the increase in my balance this time were the $600 slot jackpot for free spins, the $20,000 jackpot on a $200 Crazy Time bet, and the $60,000 jackpot I won on a single $100 Plinko's high risk.

I can only think that the casino is trying to confiscate my big win this time for some appropriate reason.

Gambling is about enjoying luck. It is too much to confiscate just because a player happened to win by volatility.

Even if there is some problem with blackjack, as the casino claims, players have no way of knowing the programming of the games offered by the provider. Rather, they have to play with the belief that all games, whether live, slots, or video, are always fair. I believe that's what casinos are for, to believe that and enjoy winning by luck.

I think it is wrong to blame the player for the provider's mistakes just because he/she believes and plays the games provided by the BCgame side.

You mentioned abusing the bonuses, is it abusing the fact that you got a lot of bonuses? BCgame's VIP system is that if you bet a lot, you get a bonus in proportion to that. How can you claim extra bonuses? It would be impossible.

If that's the theory, would higher VIPs than me be treated in the same way?

My claim is that I was just playing the game I liked, trusting that it was fair.

If there was some mistake in the game, it is the provider's or casino's responsibility.

If there is a machine that falls under the reasons I chose the above in the first place, I would play other blackjack games. That's all I could find in my search.

If you blame the player for the problematic game, then everything you believed to be fair is destroyed.

There should be no mistakes in a game that is offered through a vetting agency.

I believe that we are releasing games because they have been reviewed and deemed fair.

If there was a problem with something that had been reviewed, did you make any changes to it after the review and release it?

The casino sends the bonuses according to the rules of BCgame's VIP system, so there is no way that players can claim them illegally.

The balance increase this time was mostly due to jackpots won in games other than blackjack. I didn't only play blackjack.

Dear Casino Guru.

Am I wrong in my assertion?

Translated with DeepL.com (free version)

Please forgive me if it is difficult to understand in places due to the translator.

Hello sainome12,

We have requested the casino for additional information regarding this issue. We would like to see some kind of evidence either from the casino or from the game provider directly as it has not been yet described how did you abuse the system in case you really did.

Please keep in mind that if the abuse was found by the game provider and not the casino only, there is hardly anything we or the casino could do as they can't pay out the winnings not approved by them and they have to follow their decision.

Yes, sir.

If you really claim that there was a mistake in the provider's system and I exploited it, shouldn't the provider notify all casinos and stop the game now?

It seems that other casinos can play the game as usual.

What do you think?

Have you made any progress since then?

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.

Still no progress?

Dear sainome12,

We have received further information from the casino but unfortunately, still not enough. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes, sir.

Thank you for your continued cooperation.

Hi sainome12,

I'm taking over your complaint.

Dear BC.Game Casino team,

Please explain what happened regarding the alleged abuse in detail. I understand the player made numerous wagers and received several bonuses, but we haven't identified any abuse thus far. Were the funds in his account real money or bonus money? If it was bonus money, was the wagering finished?

Dear BCgame

Please respond.

？？？

Hi sainome12,

I received a message from the casino. They should respond soon.

We are waiting for you.

Hi sainome12,

I'm discussing the issue with the casino on Skype. I will keep you updated.

Yes, sir.

Thank you very much for your cooperation.

Hi sainome12,

We still haven't received a satisfactory explanation from the casino of what happened in your account. We are continuing with the discussion.

Yes, sir.

Thank you for your continued support.

Hi sainome12,

I'm currently waiting for a reply from the casino.

Still no proper answer from the casino?

Hi sainome12,

As it appears, we will have to wait till Monday for more information. Sorry for the inconvenience, I imagine how frustrating this must be but we can't make any progress without the data.

Yes, sir.

Thank you very much for your kind attention to BCgame's slow response, Peter.

Have you heard from BCgame?

Hi sainome12,

Unfortunately, I haven't received any further messages from the casino yet. In the worst-case scenario, the complaint will be closed as unresolved which will affect the casino's safety index. Also, I will try to set a meeting with a casino representative in person for next week.

Yes, sir.

I would like to ask BCgame to be sincere.

Hi sainome12,

We received a response from the casino with some additional data. Since we need a better explanation of what happened, we scheduled a personal meeting with the casino representatives for next week. I will keep you updated.

Yes, sir.

Thank you very much for your cooperation.

Hello sainome12,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes, sir.

We are waiting for you.

Hello sainome12,

Unfortunately, I don't have any good news for you. Despite our efforts and waiting, the casino stopped responding. We still haven't found out what actually happened. I’m afraid there is not much that can be achieved without proper cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority GCB (info@gcb.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter