Queja #630 BC.Game Casino

BC.Game account locked for no reason

Por thAYOR

hace 1 año

My BC Game account was locked with a message saying user account risk when my account was never at risk in December 2024.

I attempted to reach out to customer support for several days, but I either experienced abrupt chat terminations or received responses that were irrelevant. In January, I decided to follow up again and was instructed to send an email with specific details to verify my ownership of the account. I complied with all their requests, providing my IP address, proof of the devices I regularly use to access the casino, my username, and deposit evidence. They informed me it would take 10–15 business days to receive a response.

After waiting more than 15 business days, I finally received a reply, which felt automated and entirely unrelated to my inquiry. It addressed withdrawal issues when I was specifically asking to have my account unlocked. Frustrated, I sent another email but received no reply. I cannot recall exactly how many emails I sent, but I kept trying to get in touch. Eventually, I received another response stating that the email address I used to contact them was not registered to my account.

I then contacted customer support to clarify that this email was indeed the one associated with my account. After further investigation, the agent explained that my account was registered via Google sign-up, so the email wasn’t “bound” in the system. I raised the point that it was strange that I could open a new account using the same email, but that concern was ignored.

I sent another email, and after waiting another 15 days, I was told that I needed to provide proof of my most recent transaction along with a voucher receipt for an account I haven’t used in three months. In my previous emails, I had already stated that the transaction I recalled might not be the most recent, but that was the only one I could remember.

I am now extremely frustrated with this ongoing process. I just want my account unlocked and to finally resolve this issue. Please help me get my account back.

Casino en conflicto BC.Game Casino

Motivo Cierre de cuenta

Discusión

AskGamblers

• Support Team

hace 1 mes

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

thAYOR

hace 1 mes

I have gotten my account back and I can login. Thank you

AskGamblers

• Support Team

hace 1 mes

Dear @thAYOR,

Kindly note that we have forwarded to you via private message casino's post.

Dear BC.Game Casino,

Please do not post private info directly on the thread, but do post it as attachment.

Thanks in advance for your cooperation.

BC.Game Casino

• Representative

hace 1 mes

Thank you for your patience.

We have received feedback from the recovery team, and they have changed your linked email address from< removed > to < removed >, as per your request.

They mentioned that this was done according to your email request. Please contact us again if you have any questions.

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