Complaint #967 BC.Game Casino

Passed Advanced KYC and then my account was locked

By XxHeretic666xX

11 months ago

Sometime about a month ago I won right around 20,000 USD on BC.game. I went to withdraw some of it and I was informed I couldn’t until I passed Advanced KYC. It took me a little while to get all of the required documentation together but I did and I submitted it and passed their Advanced KYC. My withdrawal and tip permissions were still blocked and I contacted customer service about the issue and I was told that it could take a few hours or a few days. And then 3 hours later my account was locked and I can no longer access it. They want unrealistic things like screenshots of every crypto transaction I’ve ever done with BC.Game. Seriously, that is not easy to accomplish as I play on other sites and I do other things with crypto. Also, the way transactions are listed leaves a lot to be desired in terms of readability. And I have multiple wallets from which I have sent crypto to or from BC.Game.

I find it awfully strange that they wait until I passed their Advanced KYC to lock my account for whatever reason. I just want my account unlocked and to be able to withdraw my winnings and I’ll never play there again.

Could someone please help me with this?

Disputed Casino BC.Game Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

11 months 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.

AskGamblers

• Support Team

11 months ago

Dear @XxHeretic666xX,

Rest assured that the AskGamblers Complaint Team is in contact with the BC.Game Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

XxHeretic666xX

11 months ago

I want to respectfully clarify that I do not have multiple accounts myself. However, my wife and my roommates also use the same household internet connection and, on occasion, we may have used shared devices (such as a tablet or computer) to access our personal accounts.

I understand that this might have triggered your security systems, and I truly apologize for any confusion this may have caused. We each maintain separate accounts and play individually. I would be happy to provide any additional verification or documentation you require to prove this (ID verification, proof of address, etc.).

Please let me know if there is any way to resolve this situation and restore access to my account. I value fair play and fully respect your terms and conditions.

Thank you for your understanding and assistance.

XxHeretic666xX

11 months ago

I received an email that said

“ 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.

Best regards,

The BC.GAME Team Allen”

I had to look up what “prohibited techniques are. Turns out they tell you this when they think you have multiple accounts. I have roommates whom I have referred to your website, whether they used my link or not we all play on the same internet and my wife uses my phone to play on her account as well. So how are you going to want people to refer others and then punish them for it?

Like I said, I just want my win. I’ve convinced all of my roommates to not get back on the website until this drama is done. I’ll never play on here again.

BC.Game Casino Complaint Stats

Resolved 111 / 113

Avg. Amount $7,840

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

BC.Game Casino Complaints

See all complaints for this casino

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

Deposit not credited no response on ticket

I have made a deposit of 3300 PKR in fiat,

The money got deducted from my side, but BC Game rejected my deposit.

I have created a ticket to resolve the issue, but no one from their team cares to even respond to the ticket.

I have provided all the proof they wanted, but no one is willing to tell me what's going on.

I tried their chat support as well, but they keep giving me robotic responses which don't clear up anything.

Resolved

₨3,300

Account restriction with no explanation

Subject: New Complaint – Account Restriction at BC.Game Casino

Hello AskGamblers Complaint Team,

My name is < name removed > and I would like to submit a new complaint regarding BC.Game Casino. This issue is different from my previous complaint which was rejected.

For the past 10 days, my account has been restricted without any clear explanation from the casino. I have contacted their support team but have not received a satisfactory response or timeline for resolution. This restriction prevents me from accessing my funds and using my account normally.

Details:

- Casino: BC.Game

- Username/Email: < sent to the casino >

- Date restriction started: [8/12/2025

- Attempts to resolve: Contacted BC.Game support multiple times, no clear answer received

- Issue: Account suspension without explanation or resolution

I kindly request AskGamblers to review this case and assist me in resolving the account restriction. Please let me know if you require any additional documents or screenshots to support my complaint.

Thank you

Rejected