Complaint #554 BC.Game Casino

Account block and funds NOT paid out

By aktarabegum

1 year ago

Dear AskGamblers Team,

I am writing to seek your assistance in resolving a dispute with BC.Game regarding the permanent locking of my account and the withholding of my funds, totaling $5,054 USDT, without proper justification.

Details of the Issue:
1. Gambling Activity:
• I started gambling on BC.Game approximately six weeks ago and accumulated a balance of $5,054 USDT.
• Over multiple transactions, I deposited a total of 3,700 USDT into this account. These deposits were made in seven separate transactions:
• During my first six deposits, I gambled and more or less lost my money.
• On my seventh deposit, I finally won, leading to the balance of $5,054 USDT.
2. Verification Process:
• I completed the basic verification process before gambling. Upon attempting to withdraw, I was required to complete advanced verification, which was unnecessarily complicated, with multiple document rejections.
• After successfully completing verification (confirmed via email), I was still unable to withdraw my funds and was later locked out of my account.
3. Account Lock and Allegations:
• BC.Game informed me via email that my account was permanently locked for allegedly violating their Terms of Service through “prohibited techniques.”
• No evidence or specific details were provided regarding these allegations.

Concerns and Issues:
1. Lack of Transparency:
• BC.Game has not provided evidence or a clear explanation for the alleged violation.
2. Withholding of Funds:
• My funds remain inaccessible despite completing all verification steps.
• I have deposited a total of 3,700 USDT into this account and feel unfairly treated after finally winning.
3. Customer Support:
• Customer support has been unresponsive and has failed to clarify the situation.

Evidence of My Claims:
• Screenshots of verification processes (both failed and successful).
• Email confirmation of successful verification.
• Screenshot showing the account balance of $5,054 USDT.
• Email correspondence accusing me of violating their Terms of Service.

Requested Resolution:
1. Immediate release of my funds totaling $5,054 USDT.
2. Clear and specific evidence of the alleged violation (if any) to substantiate BC.Game’s claim.

I kindly request AskGamblers to mediate and help resolve this matter fairly. Thank you for your time and assistance.

Sincerely,
Mst Aktara Begum

Disputed Casino BC.Game Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BC.Game Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

aktarabegum

1 year ago

Hello,

I am actually very happy with BC.Game’s response because I know for a fact that their accusations are completely false, and their response only confirms that they have no real case against me.

First, I would like to thank AskGamblers for mediating this case and providing a fair platform for disputes like this. Transparency is essential in the gaming industry, and I appreciate the opportunity to resolve this matter properly.

Here are the actual facts:
• Before I even made my first deposit, BC.Game approved my basic verification.
• I then deposited six times, lost my money each time. At no point during those deposits did BC.Game raise any issue about my account.
• The seventh time, I won and requested a withdrawal.
• At that point, they did not accuse me of multiple accounts—instead, they forced me to complete advanced verification before processing my withdrawal.
• Once I finally completed verification, they sent me an email stating that I had violated their Terms and Conditions by using “prohibited techniques,” but they never explained what that meant.
• I asked them what specific rule I had broken, but they never answered.
• I have attached the only email I ever received from BC.Game regarding this issue. As seen in the email, there is no mention of multiple accounts—only a vague reference to “prohibited techniques,” which was never explained to me. Now, weeks later, after I escalated the case to AskGamblers, they suddenly claim it was due to multiple accounts. This clear change in reasoning suggests that BC.Game is making up justifications after the fact to avoid paying out my legitimate winnings.
• Now, weeks later, after I escalated the case to AskGamblers, they have suddenly changed their story, claiming the issue is multiple accounts—something they never mentioned before.

If BC.Game believed I had another account, why did they approve my initial verification before my first deposit? And why did they allow me to deposit six separate times without any issues? It is only after I won and requested a withdrawal that they suddenly decided I had violated their terms. It is clear that BC.Game only introduced this accusation after my withdrawal request, which strongly suggests this is a fabricated reason to avoid paying my legitimate winnings.

BC.Game now claims that I have used multiple accounts, which is completely false. If they insist on this accusation, I ask them to:
1. Identify the supposed second account they claim I have created or used.
2. Provide the exact username or email address associated with this alleged second account.
3. Prove a matching betting history that supposedly shows duplicated or highly similar bets on the same games from both accounts.

Additionally, they claim to have emailed me evidence, but this is also completely false. The only email I received simply stated that I had violated their terms, without explaining how. No actual evidence was provided, and I have not heard from them since.

If BC.Game truly sent an email providing evidence, I request that they either resend that email to me or provide the same email to AskGamblers for verification. I want to see the exact evidence they claim to have sent regarding how I violated their terms and conditions.

It is generally impossible to prove something that never happened, and until BC.Game presents clear, verifiable evidence, their accusations remain completely baseless. If BC.Game is unable to provide the requested details and evidence, I demand that my withdrawal be processed immediately, as there is no valid basis for withholding my funds.

Once again, thank you to AskGamblers for facilitating this case. I trust that AskGamblers will ensure that BC.Game is held accountable, and I look forward to either seeing the evidence they claim to have or having my rightful winnings released without further delay.

I also request that BC.Game provide their response within a reasonable timeframe, as this issue has already been unnecessarily prolonged.

Best regards,
Mst Aktara Begum

BC.Game Casino

• Representative

1 year ago

Hello,

The user has been breaching our terms and conditions by making multiple accounts and abusing the sports section of our website by using 2 accounts to play. Our complete terms of service are available here https://bc.game/help/terms-service

@askgamblers we have emailed you regarding this complaint with the evidence.

Best Regards
Panda - BC.GAME

AskGamblers

• Support Team

1 year ago

Dear BC.Game Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BC.Game Casino Complaint Stats

Resolved 113 / 115

Avg. Amount $7,782

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

BC.Game Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 61 out of 61 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

BC.Game Casino Complaints

See all complaints for this casino

Has made my fiat balance unavailable for withdrawal

I have been using BC.Game for approximately 2–3 years. When I first started using the platform, I used fiat currency to make deposits and play. However, for approximately the past 1.5 years, I have been playing exclusively with cryptocurrency.

Since I first started using BC.Game, I have also been receiving fiat currency reload bonuses. These bonuses were provided to me by BC.Game while I was using the platform, and I have been using them legitimately.

About one month ago, after my fiat currency balance had grown to a significant amount, I attempted to make my first fiat currency withdrawal. However, BC.Game support informed me that fiat currency withdrawals are currently under maintenance and that there is no estimated date for when the maintenance will be completed.

As far as I can see, fiat currency withdrawals have already been unavailable for approximately 2–3 months. BC.Game also appears to have stopped supporting JPY deposits. Because of this, I am concerned that the fiat currency withdrawal service may not actually be restored, or that there may be no clear timeframe for its restoration.

I contacted BC.Game support several times regarding this issue. They confirmed that the JPY fiat currency channel is currently unavailable and that JPY withdrawals through CWallet are also unavailable. They also told me that I would have to wait until the fiat currency channel becomes available again.

I asked whether my fiat currency balance could instead be converted or exchanged into cryptocurrency so that I could withdraw it. However, BC.Game told me that the platform cannot directly exchange JPY or other fiat currencies into cryptocurrency internally.

I have fulfilled all applicable wagering and withdrawal requirements for the bonuses. These reload bonuses were legitimately provided to me by BC.Game, and I believe I should be entitled to withdraw the resulting balance.

My preferred solution would therefore be for BC.Game to allow me to convert or swap my entire fiat currency balance into cryptocurrency and withdraw it as cryptocurrency. If that is technically impossible, I would like BC.Game to provide another reasonable method for me to access and withdraw my legitimate balance.

The reason I am requesting a cryptocurrency withdrawal is that, due to regulations in my country, withdrawing funds in fiat currency is difficult for me even if the fiat withdrawal service is eventually restored. Cryptocurrency withdrawal would therefore be the most practical solution for me.

I would appreciate it if AskGamblers could mediate with BC.Game and help me resolve this issue.

I can provide screenshots of my balance, bonus history, withdrawal attempts, and my conversations with BC.Game support as evidence.

Resolved

￥1,440,000

Account Temperory unavailable

Dear Support Team,

I am writing to formally lodge a complaint regarding my account on BC Game. I deposited funds into my account, played, and successfully won $3,655.

However, when I requested a withdrawal, the platform blocked my transaction and made my account temporarily unavailable. Afterward, your support team asked me to provide my verification details to restore the account. I promptly submitted all the required information.

To my shock, instead of unblocking my account, your team permanently banned it, leaving my winnings of $3,655 completely trapped inside.

This action is entirely unfair. I kindly request you to investigate this matter urgently, unblock my account, and release my funds ($3,655) as soon as possible.

Resolved

Deposit of 500 not credited after 100 hours ticket 9972581

On Thursday, I made a $500 deposit.

The transaction is fully confirmed on the blockchain (TXID:https://bscscan.com/tx/0x2304bf1569b1e59ec7d7c400ad4f4302bcbc7dd9ae809861a2e93de6a002e830).

Despite multiple contacts with Live Support (Ticket #9972581), agents Karthik and Jonell have failed to provide a resolution or escalation after more than 4 days (+ 100 hours).

The funds remain missing from my account balance. I have provided all necessary proof, and the delay is now unacceptable according to industry standards. I am requesting an immediate manual credit of the funds to resolve this dispute

Resolved

$500

Unable to withdrawal remaining balance, under maintenance

I have 451.22 euros on my account in bc.game but im unable to access or withdraw my funds.
-My KYC has already been fully verified/confirmed.
-My balance is clearly visible in my account.
-The EUR withdrawal option does not work.
-The SEPA withdrawal method shows the message: "This chain is under maintenance"
-This message has remained in place and I still cannot withdraw in EUR.
- I also tried to find an alternative solution, but I am unable to convert my balance into crypto, so I currently have no working withdrawal route at all.
-I contacted customer support, but they didn’t helped me nothing.

Resolved

€451

Missing deposit 10000 BDT

"Hello AskGamblers Team,

I am a Level 16 player at BC.GAME. My User ID is 95081103. I am filing this official complaint because my deposit of 10,000 BDT has not been credited to my account for 11 days, which is unacceptable.

Deposit Details:

User ID: 95081103

Deposit Date: April 2nd, 2026

Amount: 10,000 BDT

Order ID: F-1861382573969390662

Ticket ID: 9925598

KYC Status: Fully Approved and Verified (Proof attached)

Problem Summary:

I have fulfilled all requirements, including waiting for the 7-day investigation period. My KYC is fully approved, and I have provided the official Bkash payment receipt and transaction history multiple times. However, my deposit is still stuck in "Manual Review."

Despite BC.GAME’s 7-Day Full Guarantee policy, I have not received my funds or any valid explanation from their support team. I am only receiving automated replies. As a loyal and high-level player, I request that AskGamblers intervene and help me get my 10,000 BDT credited to my wallet immediately."

Resolved

৳10,000

Unable to withdraw despite confirmed KYC and SEPA withdrawal remaining under maintenance

I am filing a complaint against BC.Game regarding my inability to withdraw my available balance.

My account currently shows a balance of €814.98, but I am unable to access or withdraw these funds.

Here is my situation:

-My KYC has already been fully verified/confirmed.
-My balance is clearly visible in my account.
-The EUR withdrawal option does not work.
-The SEPA withdrawal method shows the message: “This chain is under maintenance” / “under maintenance.”
-This message has remained in place and I still cannot withdraw in EUR.
- I also tried to find an alternative solution, but I am unable to convert my balance into crypto, so I currently have no working withdrawal route at all.
-I contacted customer support, but their replies were vague and did not provide a real solution.

So, at the moment:

- my funds are visible,
- my KYC is confirmed,
- the SEPA withdrawal method remains under maintenance,
- I cannot withdraw in EUR,
- and I also cannot use crypto as an alternative.

I am asking BC.Game to provide one of the following immediately:

1. a working EUR/SEPA withdrawal option,
2. a manual withdrawal solution,
3. or another effective withdrawal method allowing me to recover my full balance of €814.98.

I am requesting help because my account appears to allow deposits and display funds, but does not provide any functional way for me to withdraw them.

Resolved

€815

Missing Deposit 16000 XRP not credited due to 60day internal rule

I am filing a formal complaint against BC.GAME regarding a missing deposit of 16,000 XRP (TXID: F638D555FE06F733353F1F6A91DDBB7BD20178F20E491BDBDC516C9FE89ADE71).
In February 2025, I sent 16,000 XRP from my private wallet. Due to an incorrect destination tag, the funds were not credited. The transaction is clearly successful on the blockchain, and BC.GAME is currently in possession of these funds.
When I contacted live support, the agent (Jacob) refused to assist, citing an internal "60-day rule" for deposit inquiries. The agent also gave the incorrect advice to "contact the exchange support," even though I sent this from a private wallet. The agent then unilaterally closed the chat.
16,000 XRP is a significant financial asset (approx. $32,000 USD). Refusing to credit identified customer funds based on an arbitrary "60-day" policy is a violation of fair gaming practices under the Curaçao LOK regulatory framework.
I demand that BC.GAME credits the 16,000 XRP to my account or refunds it. In case of a refund, please DO NOT simply send it back to the source address automatically. Please contact me first so I can provide my specific receiving address to ensure the funds are recovered safely.
I have all the screenshots of the transaction and the chat transcript as evidence.

Rejected

$22,037

They blocked my account and 42060 dollars

Hello,

At the end of November 2025, I won a total of $42,060 while playing on Bc.game. When I requested a withdrawal, I was asked to complete KYC verification. I immediately submitted all the required documents and fully cooperated with the verification process.

Shortly after submitting the documents, my account was suddenly blocked. Since then, I have had no access to my account, the withdrawal was never processed, and I received no explanation for the suspension.

I have contacted the casino multiple times via email to ask:

what is happening with my account,

whether my KYC verification was approved,

and when I can expect my withdrawal.

Unfortunately, I have not received a response to any of my emails.

This situation is extremely concerning. I followed all the rules, completed KYC as requested, and then my account was blocked without any communication, while a significant and legitimate win remains unpaid.

I am attaching screenshots showing:

the balance on my BC.Game account,

my deposit to the BC.Game account,

and the last email I sent to their support team, which also remains unanswered.

I am requesting that BC.Game:

clearly explain why my account was blocked,

complete and finalize the KYC review,

and pay out my legitimate winnings.

I hope BC.Game will finally respond and resolve this matter properly.

Rejected

$42,060

Withdrawal issue 212 EUR

I am a VIP 4 player (User ID: 100513239) and I am filing a complaint regarding my stuck balance of €212.42.

For over a month, I have been unable to withdraw my funds due to persistent technical errors on the BC.Game platform:

1: The SEPA withdrawal option is permanently showing "Under maintenance".

2: The internal "Swap" function (to convert EUR to Crypto) returns a "Network error", making it impossible to withdraw via crypto myself.

I have contacted Live Support multiple times but received only generic responses asking for patience.

On Saturday, January 10th, I sent a formal email complaint to the management ([email protected]), requesting a manual withdrawal via Litecoin (LTC) and setting a 24-hour deadline.

The deadline has passed, and I have received NO response and NO payment. The casino is ignoring my formal request.

I have attached screenshots of the error messages and the formal email I sent. I request BC.Game to manually process my withdrawal of €212.42 (converted to LTC) immediately to my provided address.

Resolved

€212

Account temporarily unavailable no help from BC.Game recovery team

I am unable to access my BC.GAME account has been showing “temporarily unavailable” for over 2 months.

I contacted BC.GAME Account Recovery ([email protected]) starting from 10 November. I completed the full account verification form multiple times, including verified phone number, Google Authenticator 2FA, deposit transaction screenshots with TXID, device, and IP information.

Despite providing full ownership proof, I have not received any final resolution. Instead, I keep receiving automated verification forms or contradictory responses, including a permanent self-exclusion message that I never requested.

I can still change my password and receive OTP on my verified phone number, which confirms the account is mine and not self-excluded.

I am requesting AskGamblers’ assistance to help communicate with BC.GAME and clarify my account status or unlock my account if possible.

Rejected