Complaint #527 BC.Game Casino

I want to recover my account and be allowed to log in to my account

By Jihad

1 year ago

I can't log in to my account. I spoke to the email team and they asked me to send the documents for KYC verification. I sent them all the documents required of me and the verification process was successful. They asked me to send a screenshot of the process of depositing money into the account, and I sent it to them. So far my messages have not been answered and I am not allowed to log into my account again.
I am an old player on this platform and they are ignoring my messages

Disputed Casino BC.Game Casino

Reason Other

Discussion

AskGamblers

• Support Team

4 months ago

Dear @Jihad,

The AskGamblers Complaint Team is kindly asking you to assist the BC.Game Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

BC.Game Casino

• Representative

4 months ago

Dear Jihad,

We acknowledge your statement regarding the previous unauthorized access to your account (UID: 3074983) and the discrepancy identified in the KYC records.

To resolve this conflict and to allow our senior compliance team to manually review your claim of account recovery from a previous hack, please send a comprehensive set of documents to [email protected] and CC (copy) [email protected].

Please use the following subject line: 【ASKGAMBLERS-KYC_MISMATCH-UID: 3074983】.

In your email, please provide:

Link to this Complaint: A direct link to this AskGamblers thread.

Original Ownership Proof: High-quality photos of your ID and a selfie with a handwritten note ('BC.GAME' + current date).

History of the Hack: Any previous communication, screenshots, or police reports (if applicable) that prove the account was stolen and subsequently recovered by you in the past.

Original Registration Details: Details of the original phone number, email, and the device/location used when the account was first created.

Deposit Evidence: Clear proof of deposits made from accounts/wallets that belong to you personally.

Once our senior audit team receives your email with the correct subject and full documentation, we will perform a deep-dive investigation into the account's history to reach a final resolution. Thank you for your cooperation.

AskGamblers

• Support Team

4 months ago

Dear all,

This complaint has been reopened as per BC.Game Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the BC.Game Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

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 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