Complaint #311 BC.Game Casino

Issue with BC Game support and fund blockage

By 0x1337

2 years ago

I am writing to report a critical issue with BC.Game, is an online casino platform where my account has been locked, preventing access to over $10,000 in funds. Despite following all KYC verification procedures meticulously, my account remains inaccessible. Furthermore, I have been informed that my account is permanently locked due to alleged rule violations, yet I have not received any specific details regarding these accusations.

Background

Platform: BC.Game

Username: 0x1337

Email Address: <removed>

Account Balance: Over $10,000

Date of Account Lock: May 29

Detailed Account of the Issue

Initial KYC Request:

BC.Game requested that I complete the Know Your Customer (KYC) verification process.

I submitted all required documents promptly, and KYC approved. Success email delivered!

Verification Process:

Despite providing all requested documentation, the verification process faced unexplained delays.

I contacted BC.Game customer support multiple times to inquire about the status of my verification, but received vague and non-committal responses.

Permanent Account Lock Notification:

On May 29, I was notified that my account had been permanently locked.

The reason provided was a violation of BC.Game's rules, but no specific details or evidence were given.

My attempts to seek clarification and further information about these alleged violations have been consistently ignored or inadequately addressed by BC.Game support.

Current Status:

My account remains permanently locked.

Over $10,000 of my funds are still held in the account, inaccessible to me.

Attempts to Resolve the Issue

Contacting Customer Support:

I have reached out to BC.Game's customer support via email and live chat numerous times.

Each time, I have requested detailed information about the alleged rule violations and the status of my KYC verification.

The responses have been unhelpful, providing no concrete information or resolution.

Escalation Efforts:

I have requested to escalate the issue to higher authorities within BC.Game.

These requests have either been ignored or met with the same generic responses.

Impact and Concerns

Financial Impact: The locked account contains over $10,000 of my funds, causing significant financial distress.

Lack of Transparency: BC. Game's failure to provide specific reasons for the account lock or evidence of any rule violations raises serious concerns about their transparency and fairness.

Procedural Delays: The extended and unexplained delays in the KYC verification process have exacerbated the situation.

Request for Assistance

I kindly request AskGamblers to intervene and assist in resolving this issue. My specific requests are as follows:

Immediate Review: A thorough and expedited review of my account and the KYC verification process.

Clarification and Evidence: Clear, specific details about the alleged rule violations that led to the permanent account lock.

Release of Funds: The immediate release of the over $10,000 held in my account if no substantial evidence of wrongdoing is provided.

Conclusion

I have been a responsible and diligent user of BC.Game, adhering to all their requirements and procedures. The sudden and unexplained account lock, coupled with the substantial amount of funds involved, has placed me in a difficult situation. I seek AskGamblers' support to address and resolve this matter with BC.Game promptly and fairly.

Thank you for your attention to this critical issue. I look forward to your assistance in resolving it.

Best regards,

Support answer:

"Dear customer,

Thank you for contacting us. We regret to inform you that after a thorough review of your account activity, it has been determined that you have violated our Terms of Service by engaging in prohibited techniques. This action is strictly prohibited and undermines the integrity of our website.

As a result, your account has been permanently locked. This decision is final and in accordance with our Terms of Service - which all players agree to adhere to upon registration.

We take these matters seriously to maintain a fair and secure environment for all our players. Please note that the decision to permanently lock your account has been made after a thorough and fair investigation.

We appreciate your understanding of our policies and thank you for your cooperation. Stay safe."

Disputed Casino BC.Game Casino

Reason Account closure

Amount $10000

Discussion

AskGamblers

• Support Team

5 months ago

AskGamblers Complaint Team has been in direct communication with the BC.Game Casino management over the past couple of weeks in an attempt to reach to a fair and justified decision, based on rock solid and unambiguous proofs.

Unfortunately, AskGamblers Complaint Team has not been provided with enough valid evidence on behalf management of BC.Game Casino which could prove the accusations in general and breaching specific bonus/casino term/s in particular. Therefore we have no other option but to close this complaint as Unresolved, and recommend to the player to forward their issue directly in front of the relevant regulatory body responsible for BC.Game Casino. As soon as AskGamblers Complaint Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

0x1337

5 months ago

I note that BC.Game continues to bypass public transparency by communicating only via private emails.

I want to reiterate to the AskGamblers Team:

Consent for Disclosure: I have explicitly given my consent for any "evidence" or logs to be shared here publicly. There is no privacy reason to keep this data hidden.

Right to Reply: If BC.Game provides technical data to AskGamblers, I request that this data be shared with me so I can review it. A casino cannot be the judge and jury by providing "proofs" that the player isn't allowed to see or contest.

The Unrelated Funds: BC.Game still hasn't explained on this thread why they confiscated my entire balance (including BCD and other gains) instead of only the disputed amount.

I am waiting for AskGamblers to review their "documentation" and I hope the team will demand that BC.Game justifies why they are hiding these logs from the person they are accusing.

BC.Game Casino

• Representative

6 months ago

Dear AskGamblers Team,

Please check your email kindly.
We have replied to you again. We are willing to provide any additional supporting documentation if needed.
Sincerely looking forward to your reply.

Best Wishes,
BC.Game Team

0x1337

6 months ago

Dear AskGamblers Team,

BC.Game claims to have sent 'all relevant details and evidence' privately to AskGamblers. I do not accept this lack of transparency.

If this evidence actually exists, I demand to see it. I have already stated that I give my full consent for these proofs to be made public. If the casino is telling the truth about a 'software exploit', they should have no problem showing the specific game logs and bet hashes that prove it.

Keeping evidence 'private' is a common tactic to avoid being challenged on technical grounds. I request that AskGamblers asks BC.Game to provide these proofs directly in this thread, as I am ready to refute any false claims with my own account history.

I also remind the team that BC.Game has still not explained why my unrelated funds (BCD and previous winnings) were confiscated along with the disputed ones.

BC.Game Casino Complaint Stats

Resolved 114 / 116

Avg. Amount $7,728

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, 62 out of 62 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.

COMPLAINT REFERRED BY AGCCS PARTNER Daily-Freespins (280)

BC.Game Casino Complaints

See all complaints for this casino

My missing withdrawal has not been returned

Hello,

I am asking for your help with an unresolved withdrawal issue involving BC.Game. I have contacted customer support many times, but my problem remains unresolved, and I am becoming increasingly worried about my money.

My withdrawal/order ID is F-1879136461932968540, and the amount is approximately 7,000 PLN. The withdrawal was marked as successful, but the money never arrived in my bank account. I have also checked with my bank, which confirmed that the payment was not received.

At one point, BC.Game support told me that the withdrawal had failed and that the funds would be returned to my BC.Game balance within 24 hours. Later, I received different explanations, including that the payment had been confirmed as paid and that further checks were still being carried out.

On another occasion, I was told that the funds had been returned and would be credited to my BC.Game balance that day. However, I continued to receive responses saying that the team was waiting for the payment merchant and that the case was still under investigation.

I have cooperated with support and provided the requested information. I was also told that my documents were sufficient and that no additional documents were required at that stage. Despite this, I still have no clear explanation of where my money is or when it will be returned.

My support ticket number is 10169396.

I understand that payment investigations can take time, but I have received conflicting information and repeated generic responses without a final resolution. This is a significant amount of money for me, and the situation has caused me a great deal of stress.

I kindly ask AskGamblers to help me contact BC.Game and clarify what happened to my withdrawal.

The resolution I am requesting is the return of the full disputed amount to my BC.Game balance, or clear documentary proof of where the payment was sent if BC.Game maintains that it was successfully paid.

I can provide screenshots of the support conversations and other relevant evidence.

I sent them bank statements and even videos- everything.

Thank you for your time and assistance.

I sincerely hope this matter can finally be resolved.

72h left

zł6,649

Blocked my account

Hello AskGamblers Team,

On 06/10/2026 I deposited 100 MXN to BC.Game.

I played and my balance grew to over 500 MXN.

I requested a withdrawal of 300 MXN and left over 200 MXN to continue playing.

While my withdrawal was being processed, BC.Game logged me out in the middle of the game and blocked my account. My balance and my withdrawal disappeared.

I did not break any rules.

I am requesting help to recover my funds: 300 MXN withdrawal + 200 MXN remaining balance.

Username: <sent to the casino >

Email: < sent to the casino >

73h left

$300

Two withdrawals stuck in Processing since 2 and 4 October

Hello,

I am writing about two withdrawals that have been stuck in "Processing" status for several days with no resolution:

1. Order ID: F-1877944846247130940 – €632.00 – requested 02/10/2026 at 14:29

2. Order ID: F-1878121702280592031 – €667.00 – requested 04/10/2026 at 13:20

Total pending: €1,299.00

What I have done so far:

- Submitted all the documentation requested for verification.

- Contacted live support every day since the withdrawals were requested.

- Asked for the withdrawals to be cancelled and the funds returned to my BC.Game balance, which has also not been done.

Despite this, I have not received a clear explanation for the delay or any timeframe for resolution.

I am asking you to do one of the following:

- Complete both withdrawals, or

- Cancel them and return the full €1,299.00 to my BC.Game balance.

Please also confirm in writing:

- The specific reason these withdrawals are being held.

- Whether any further documentation is needed from me, and exactly what.

- The date by which this will be resolved.

I would appreciate a reply within 24 hours.

Thank you.

Resolved

€1,299

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