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Complaint against BC.Game – Fiat Balance Received as Reload Bonuses Cannot Be Withdrawn

I would like to ask Casino Guru for assistance regarding an unresolved withdrawal issue with BC.Game.

I normally play on BC.Game using cryptocurrency. However, on several occasions, I received reload bonuses in fiat currency as part of BC.Game’s promotional offers.

As a result, I currently have a substantial fiat currency balance on my BC.Game account, approximately JPY 1,000,000 in value.

The important point is that this fiat balance was not originally deposited by me as fiat currency. It was credited to my account as reload bonus funds through BC.Game’s promotional offers.

I understand that bonus funds may be subject to wagering requirements and other terms and conditions. My concern is that after fulfilling the applicable requirements and having the funds reflected as an available balance, I am still unable to withdraw them.

Fiat currency withdrawals have been unavailable for several months due to what appears to be an ongoing maintenance or operational issue. I have not been given a specific date or clear timeframe for when fiat withdrawals will become available again.

Therefore, the issue is not simply that a bonus has wagering requirements. The issue is that the resulting balance is currently inaccessible because the fiat withdrawal system is unavailable.

I would also like to point out that BC.Game offers cryptocurrency withdrawals. Since I normally use cryptocurrency on the platform, I would like to understand why the fiat balance cannot be converted into cryptocurrency, such as USDT, and withdrawn through the cryptocurrency withdrawal system as an alternative solution.

I would like Casino Guru to help clarify the following:

Why is the fiat balance credited through BC.Game’s reload bonus promotions currently unavailable for withdrawal?

Were these funds subject to any additional restrictions beyond the applicable bonus wagering requirements?

If the applicable bonus requirements have been fulfilled, why can the resulting balance not be withdrawn?

Why has the fiat withdrawal issue continued for such a long period of time?

Does BC.Game have any concrete estimated date for restoring fiat withdrawals?

If there is no foreseeable restoration date, why can BC.Game not provide an alternative withdrawal method?

In particular, why can the available fiat balance not be converted into cryptocurrency and withdrawn?

What solution can BC.Game provide that would allow me to access the funds within a reasonable timeframe?

I understand that technical or operational problems can occur, and I also understand that promotional bonuses can have specific terms and conditions.

However, I believe it is unreasonable for a balance that was credited to my account through BC.Game’s promotional offers, and which I believe is available to me after the applicable requirements have been satisfied, to remain inaccessible indefinitely without a clear explanation, timeframe, or alternative withdrawal method.

I am therefore asking Casino Guru to review this case and, if possible, contact BC.Game on my behalf to help reach a reasonable resolution.

My desired resolution is simple: I would like to be able to withdraw the full amount of my available balance, either through the normal fiat withdrawal system or through a reasonable alternative withdrawal method such as cryptocurrency.

I can provide screenshots of my balance, the bonus history, withdrawal page, account information, and any other relevant evidence if required.

Thank you for reviewing my case and for your assistance.

BC.Game username/UID: [33417666]

Approximate balance: JPY 1300000

Account currency: [jyp]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you contacted customer support to ask about the possibility of withdrawing the balance you have in the JPY currency? If so, what response did you receive?

Have you made any deposits using JPY into this casino before?

Please forward me all the communication between you and the casino customer support regarding the issue with your withdrawal at veronika.f@casino.guru.

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