BC.Game Casino - Pelaajan kotiutus on viivästynyt.

Deposit: €10

Total profit: €52.84

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The payout page says it's undergoing maintenance. Support says it's unclear when this will be resolved. A subsequent online search reveals it's been like this for ages.

Einzahlung: 10 €

insg. Gewinn: 52,84 €

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Laut Auszahlungsseite in Wartungsarbeiten. Laut Support unklar wann dies wieder fertig sein soll. Darauffolgend Online gegoogelt, ist anscheinend schon ewig so.

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Dear leone05,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with withdrawing your balance due to the payout page being unavailable.

To help us better understand the situation and assess how we can proceed, could you please clarify the following points:

• On what date did you make the €10 deposit, and when did you reach the total balance of €52.84?
• Have you attempted to request a withdrawal at any point, or has the payout page been unavailable the entire time?
• Did the casino provide any written explanation (email or chat transcript) regarding the maintenance or an estimated timeframe for when withdrawals might be available again?
• Have you completed account verification (KYC), or were you asked to provide any documents?

Please also note that, unfortunately, this casino has recently stopped responding to our attempts at communication, which may affect how quickly we are able to engage them in mediation.

Nevertheless, we will review your case carefully once we receive the additional details.

If you have any screenshots of the payout page, chat conversations, or other relevant communication, please feel free to forward them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Leon-Elias,

Thank you for providing the requested details and for your patience throughout this process. I’m truly sorry that this case has not reached a positive resolution.

After carefully reviewing all the information and attempting to engage the casino on your behalf, we unfortunately have to close this complaint as unresolved.

Summary of the situation

• You made a €10 deposit and reached a total balance of €52.84 shortly afterward.
• Your account was fully verified (KYC completed) before the deposit.
• The casino’s withdrawal page has been unavailable due to "maintenance", with no clear timeframe provided.
• Support has repeatedly stated that the issue is ongoing and unresolved, and no concrete solution has been offered.
• Despite multiple attempts from our side, the casino has not cooperated or responded to our requests for clarification or action.

At the moment, this casino has 28 active complaints classified under our "No Reaction Policy", meaning they are systematically not engaging with our Complaint Resolution Center. In such cases, our ability to mediate or push for a resolution is extremely limited.

What this means:

Please understand that closing the complaint as unresolved does not mean your claim is invalid. It only reflects the reality that, without the casino’s cooperation, we are unable to achieve a fair outcome through mediation.

We fully recognize how frustrating and disappointing this is—especially given the small deposit, completed verification, and the fact that the issue appears to be technical and long-standing on the casino’s side.

Your complaint and experience will remain publicly visible on our website and will continue to be reflected in the casino’s overall evaluation, helping to warn and inform other players.

Thank you for your cooperation and for taking the time to document your case so thoroughly. I’m genuinely sorry we could not achieve a better result here.

Kind regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Casino's additional comments:

Dear Petronela,

We are very grateful for the mediation opportunity provided by the complaint platform. We are always willing to cooperate and strive to find a solution. Our team is actively investigating this matter and will provide you with an update as soon as possible.

Dear leone05,

We sincerely apologize for the inconvenience and trouble this incident has caused you. We fully understand your concerns, especially given the passage of time and the uncertainty caused by the withdrawal page maintenance.

Please rest assured that the withdrawal page maintenance is a technical issue, and we have absolutely no intention of delaying or withholding any player's legitimate funds. Our payment service partner is currently maintaining the withdrawal page. This is a technical update they are performing and is unrelated to your account status. Your account has been successfully verified, and your account balance of €52.84 is safe and secure.

During the maintenance period, you may consider using cryptocurrency as an alternative, as cryptocurrency withdrawals are currently functioning normally and may allow you to withdraw your funds sooner.

We greatly appreciate the opportunity to communicate with you and are willing to cooperate with you to resolve this matter. Thank you for your patience and understanding.Kind regards,

BC.Game Team

Dear leone05,

We have reopened your complaint following the casino’s request, as they expressed willingness to further investigate the matter.

The casino has confirmed that your account is verified and that your balance of €52.84 remains safe. According to their statement, the withdrawal page is currently undergoing technical maintenance by their payment service provider and is not related to your account specifically.

They also mentioned that cryptocurrency withdrawals are functioning normally at the moment.

• Would you consider using cryptocurrency as an alternative withdrawal method while the standard withdrawal page is under maintenance?

Please let us know how you would like to proceed, and we will continue assisting you accordingly.

Dear leone05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru