Complaint #1164 BC.Game Casino

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

By ma k.

8 months ago

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.

Disputed Casino BC.Game Casino

Reason Amount not credited

Amount $22036.8

Discussion

AskGamblers

• Support Team

8 months ago

Dear ogog880088,

Following the submitter’s failure to provide adequate feedback and updates in a timely manner, the AskGamblers Complaint Team reached the conclusion that, unfortunately, such activity is in violation of the AGCCS Guidelines, section Updates and, therefore, the case is being rejected.

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 and providing updates in a timely manner is a must. The AskGamblers Complaint Team maintains zero tolerance towards players who fail to provide the necessary level of cooperation.

ogog880088

• Japan

8 months ago

Dear AskGamblers Complaint Team,
I am writing to update you and clarify that I am fully cooperating with the process. However, I have recently replaced my mobile device, and as a result, I no longer have access to old screenshots or local communication logs from that time.
That said, I have already provided the most critical evidence: the Blockchain transaction links (xrpscan). This is an immutable public record that proves:
1. The first transaction (16,000 XRP) was sent with Tag "1234".
2. The second transaction (16,000 XRP) was sent with the correct Tag "1152564" (the friend's UID).
BC.Game has all the data in their system. They can easily verify that Tag "1234" is NOT the correct destination tag for UID "1152564". Therefore, their claim that the first transaction was "already reflected" is logically impossible.
I am not refusing to provide information; I am pointing out that the required proof is already in the blockchain records I provided, and in BC.Game's own internal database. I ask the team to request BC.Game to explain the discrepancy between Tag 1234 and UID 1152564.

AskGamblers

• Support Team

8 months ago

Dear @ogog880088,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information has already been sent to the BC.Game Casino team accordingly.

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. Should you refuse sending the required information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

ogog880088

• Japan

8 months ago

I would like to summarize the situation with two undeniable logical points. BC.GAME's current explanation does not resolve my loss.

1. If BC.GAME credited 32,000 XRP to UID 56147450:
Then they have credited 16,000 XRP too much without my authorization. I only intended to pay that recipient 16,000 XRP. As the legal owner of the sending wallet, I demand that the unintended 16,000 XRP be returned to me. BC.GAME has no right to give my extra funds to a third party.

2. If BC.GAME credited only 16,000 XRP to UID 56147450:
Then BC.GAME is still holding my remaining 16,000 XRP in their system. The blockchain proof shows I sent 32,000 XRP in total. If only half was credited, the other half (which was sent to the incorrect Tag 1234) must be sitting in BC.GAME's wallet and must be refunded to me.

In either case, 16,000 XRP is missing from my possession.

BC.GAME admitted that the funds from Tag 1234 were identified. Since I have proven ownership of the sending wallet, BC.GAME must return the 16,000 XRP to the original sender (me), regardless of whether they mistakenly gave it to another user or are still holding it.

BC.Game Casino Complaint Stats

Resolved 117 / 119

Avg. Amount $7,547

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, 65 out of 65 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

BC Game withholding PKR 14760 refund for 9 days

Hi Dispute Team,
I am filing an urgent complaint against BC.Game regarding my withdrawal under Order ID: 1880088799097422371 (PKR 14,760) created on October 26, 2026.
Due to my personal wallet limits, my local bank (JazzCash, Pakistan) officially REJECTED and DECLINED this incoming transaction on the exact same day (October 26). The funds instantly bounced back to BC.Game's third-party merchant bank account (HabibMetro Bank, Ref# MPBL261026104241409586). The money never entered my personal account, and I have already provided my full unedited bank statements to the support team proving this.
Despite 9 days of waiting, my support Ticket ID: 10185568 has been sitting dead for over 5 days. Live support agents (Louis, Aiden, and Logen) keep repeating the exact same script: The merchant hasn't provided a confirmed outcome yet.
BC.Game is using their third-party processor as a shield to withhold my funds. Since the money clearly bounced back from Pakistan's side, BC.Game's senior management needs to intervene, audit the merchant's reversal pool using the provided Ref and manually credit the PKR 14760 back to my gaming wallet balance immediately
Thank you

Resolved

₨14,760

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.

Resolved

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 >

Resolved

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