Queja #108 BC.Game Casino

Account not credited

Por HYJBEE

hace 2 años

Hello,

I deposited 100000 naira using transfer payment option to bc.game casino on 22 Nov 2023, funds were deducted from my bank account but didn't get credited to my casino account.

As per casino I raised complaint and waited for resolution, they rejected it saying that merchant didn't receive funds, they asked me to resubmit complaint by uploading latest bank statement showing that funds didn't get reversed back to my account. So I chatted with their merchant support and they confirmed to me the money was received at their end and they have credited bc game wallet and showed me a receipt of the payment they received which corresponds.

I am attaching below.

1. The payment receipt I received from their merchant

2. successful transaction screenshot from my bank

3. BC.Game transaction screenshot, where submit complaint button comes but there is nothing there

4. Screenshot of their merchant on email

Casino en conflicto BC.Game Casino

Motivo Cantidad no acreditada

Cantidad ₦100000

Discusión

AskGamblers

• Support Team

hace 2 años

Dear @HYJBEE,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork 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 verification paperwork 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.

BC.Game Casino

• Representative

hace 2 años

Hi,

The merchant has requested that we need a video proof Please follow the guidelines for video proof as mentioned below. You can send this video to here in the thread or you can send it to [email protected]

Steps to follow for video proof:

1. Prepare two devices: use one for executing the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is visible at all times.

2. Navigate to Google Play or the App Store on the first device.

3. Locate and launch your bank or payment service app by searching for it in the store.

4. Log into your banking app, making sure to conceal your password during the process.

5. Access and display your profile or account details, including the account name and number.

6. Proceed to the transaction history section and present the most recent transactions, covering both incoming and outgoing payments that correspond with the time of the purchase. These should be in the same currency and from the account used for the transaction.

7. To highlight a particular payment, select it from the transaction list to show its details.

8. Provide comprehensive information about the selected transaction, including the total amount with currency, sender/receiver's name, their account number, transaction date and time, and the current status.

Best Regards
PANDA - BC.GAME

AskGamblers

• Support Team

hace 2 años

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

hace 2 años

Dear BC.Game Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Estadísticas de quejas de BC.Game Casino

Resueltas 103 / 109

Cantidad promedio $11,827

Duración media de quejas 7 días

Tiempo de respuesta promedio 2 días

BC.Game Casino Quejas

Ver todas las quejas contra este casino.

Casino no permite realizar KYC ni retirar

Estimado equipo de soporte:

Me registré en la plataforma de apuestas bc.game. Al intentar retirar mis ganancias, me solicitaron que completara el proceso de verificación KYC. Durante este proceso, presenté mi documento nacional de identidad, que se verificó correctamente. Sin embargo, el KYC falló repetidamente en la verificación de la autofoto, a pesar de varios intentos. Posteriormente, me informaron que el proceso KYC había fallado, lo que me impidió continuar.

Posteriormente, me dieron la opción de completar un cuestionario por correo electrónico. Envié la información solicitada, pero las únicas respuestas que recibí indicaban que mi información estaba "incompleta", sin especificar qué documentos o detalles faltaban.

Es importante señalar que todas mis ganancias fueron obtenidas exclusivamente con dinero real, sin la utilización de ningún bono, y provienen tanto de juegos de casino como de apuestas deportivas.

Como resultado, no puedo retirar mis fondos, ya que el casino requiere una verificación KYC que su propio sistema no me permite completar, y el procedimiento alternativo sigue sin estar claro ni resuelto. Esta situación escapa totalmente a mi control y me impide acceder a mis ganancias legítimas.

Para su revisión, también adjunto el hilo de conversación que tuve con el equipo de soporte de bc.game, para que pueda verificar el historial de comunicación.

Solicito amablemente su ayuda para resolver este asunto y garantizar que bc.game brinde una solución justa, ya sea completando la verificación KYC o permitiéndome retirar mis fondos.

Muchas gracias por su tiempo y apoyo.

Atentamente,

No resuelta

6 intentos fallidos

Hola, llevo 6 intentos fallidos de verificación en BC.Game. Subí fotos claras de mi documento de identidad válido (DNI argentino), y selfie, cumpliendo todos los requisitos. Aun así, el sistema rechaza la verificación sin dar motivo específico.

Ya intenté desde otro navegador y otro dispositivo. También esperé los plazos recomendados. El soporte de BC.Game no brinda soluciones concretas, solo respuestas automáticas.

Solicito que revisen mi caso y me ayuden a completar el proceso de KYC correctamente para poder operar con normalidad.

Gracias.

No resuelta

$550,955

Quiero mi reembolzo en lo posible

Hace 48 hrs hice un deposito y le traferi dinero a la cuenta CBU/CVU Del casino,Tengo el comprobante de pago y lo adjunto al deposito para que "acelere la acreditación",pero que al final siempre me terminan rechazando (cancelado), pido reembolzo con el comprobante y me ignoran dandome otra respuesta de espera y luego me cierran el chat, haci estuve dos dias intentando acreditar y nada ,por lo menos dame un reembolzo del dinero acreditado .

ID Del Pedido:F-1832380004162676487

Monto:2.000 ARS, Con el bono de bienvenida era 11824 ARS

ID de usuario:

75435672

*IMPORTANTE*: Quiero mi reembolzo en lo posible

No resuelta

$11,824

Deposito atrasado

Tengo un deposito con mas de 12 horas fe atraso ya me comunique al servicio al cliente pero casa que me contestan me contestan como si no supieran de qie les hablo ya me tienen cansado porque me ignoran y me cierran el chat solo me dicen que el ticket ys se creeo o me dicen que les mande capturas pero de onmediato me cierran el chat porfavor syudenme no es la primera ves que ne pasa.

No resuelta

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

Resuelta

$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.

Resuelta

€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."

Resuelta

৳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.

Resuelta

€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.

Rechazada

$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.

Rechazada

$42,060