Queja #1008 BC.Game Casino

Missing 47000 usd and account blocked without explanation

Por MaksBucks

hace 2 meses

Dear Team AscGamblers, I reapply with my problem with the provision of evidence. I can provide screenshots.

Problem Description:

On February 11, 2025, I funded my account (UID: 54838643) with a total amount of 27,552 USDT. The transfers were successfully sent to your platform (I am reattaching all transaction confirmations from my wallet).

My account information:

1. < sent to the casino >

2. < sent to the casino >

3. UID : 54838643

4. My recent transactions

Sent from my wallet to my account bcgame

< private info and payment info removed >

I was playing the game Gates of Olympus 1000, where I won a total of 52,974 USDT on February 11, 2025 at 14:29 (screenshot attached).

The bet was approximately 50 USDT per spin.

Suddenly, 47,391 USDT disappeared from my account balance. It is important to note that I did not place any bets of that amount — the funds simply vanished from my account.

I contacted my VIP account manager, BCGame_Aly, who informed me that this was a technical issue and that the missing funds would be returned to my account shortly (screenshot of our conversation reattached).

Regarding the opening of a second account:

I created a second account not on my own initiative, I was told by the VIP manager about it (I have a screenshot of the correspondence) My rank in the casino was very high (the total volume of bets was more than 16 000 000 $ for 5 months, it made no sense for me to open a second account. The problem is that after my winnings all the money is gone from my balance!

After this, I logged out of my account (UID: 54838643) and attempted to log back in — however, I was no longer able to access it. My account appeared to be blocked.

The manager then advised me to create a new account and deposit 13,050 USDT, after which I would receive the 47,391 USDT refund.

I followed this instruction and created a new account on BCGame:

• UID: 68346687

• Username: Norman6new

• Email: [email protected]

• Phone: +380931009955

I deposited 13,050 USDT, but the promised refund of 47,391 USDT was never credited to my account.

On the same day, I sent a detailed email explaining the situation (including payment information) from develpro100@gmail.com to [email protected]. At the time, your support inbox was not accepting emails due to technical maintenance (screenshot attached).

I received your first response on February 18, 2025, asking me to provide further information, which I did. However, the issue remains unresolved.

I am still using the new account (UID: 68346687), but the original problem has not been addressed:

Issue 1: My original account (UID: 54838643) is blocked

Issue 2: 47,391 USDT disappeared from that account without any explanation

I kindly request:

1. Restoration of access to my original account (UID: 54838643)

2. A refund of the missing 47,391

USDT

It has been over 4 months since this issue occurred, and I have yet to receive a resolution. Please treat this matter with urgency and provide an official response.

I have :

• Wallet transaction screenshots

• Full conversation with the VIP manager, confirming the issue

• Support team messages showing lack of follow-up on my complaint

(I will send upon your request)

I am prepared to escalate the matter to the Curaçao eGaming Authority and other regulatory bodies if a fair resolution is not reached.

Thank you for your attention !

Casino en conflicto BC.Game Casino

Motivo Fondos Perdidos

Cantidad $47391

Discusión

AskGamblers

• Support Team

hace 1 mes

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.

MaksBucks

hace 2 meses

Dear AskGamblers Team,

Please note :

I did NOT knowingly authorize or perform:
• conversion of my USDT balance into BCD
• gameplay activity that resulted in losing such a significant amount

Therefore, I request BC.Game to provide full and verifiable technical evidence, including:
• exact timestamps of the conversion
• IP addresses and device/session data
• complete betting history and gameplay logs

A general statement about “verified devices” is not sufficient. I request detailed logs that can be independently reviewed.

I kindly ask AskGamblers to require full transparency in this case.

Best regards.

AskGamblers

• Support Team

hace 2 meses

Dear BC.Game Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue, along with all the relevant facts and evidence that could support your statement that the disputed amount was played off. Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BC.Game Casino

• Representative

hace 2 meses

Dear AskGamblers,

We would like to clarify the facts regarding this case.

After a detailed investigation, we can confirm that the disputed amount (approximately 47,391 USDT) did not disappear. The funds were converted into BCD and subsequently used in gameplay sessions on February 11, 2025. All related transactions and betting activities are fully recorded.

Our technical review also shows that all account activity on that date was conducted using the player’s previously verified devices and sessions. No unauthorized access or abnormal login behavior was detected.

Additionally, the claim regarding instructions from a VIP manager has been reviewed internally. We found no record supporting this claim, and the information provided does not match our official communication channels.

Based on all available evidence, this case is not related to any system error, unauthorized access, or missing funds, but rather to gameplay activity where the balance was used and lost.

We are ready to provide all supporting evidence to AskGamblers for independent verification.

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

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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,

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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.

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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

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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)

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-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.

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- my funds are visible,
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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.

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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.

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