Reclamação #140 BC.Game Casino

Account not credited

Por HYJBEE

há 2 anos

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

Cassino em disputa BC.Game Casino

Motivo Valor não creditado

Valor ₦100000

Discussão

AskGamblers

• Support Team

há 2 anos

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

há 2 anos

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

há 2 anos

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

há 2 anos

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.

Raio-X do BC.Game Casino

Resolvido 111 / 115

Valor médio $12,050

Duração média da reclamação 7 dias

Resposta média 2 dias

BC.Game Casino Reclamações

Veja todas as reclamações deste cassino

Problema com saque

Assunto: Ajuda Urgente – Impossível Sacar $600 da BC.Game

Olá, equipe do askgamblers,

Preciso de assistência em relação à minha conta na BC.Game, onde atualmente tenho $600 USD que não consigo sacar. Minha conta já havia sido verificada anteriormente e eu já tinha realizado saques sem qualquer problema. Recentemente, a plataforma solicitou uma nova verificação de forma inesperada, e todas as minhas tentativas de envio de documentos foram rejeitadas sem qualquer explicação. Após várias tentativas, o sistema bloqueou o envio de novos documentos e enviou um e-mail informando que atingi o limite máximo de tentativas de KYC. Por causa disso, não consigo verificar minha conta nem acessar meus fundos.

Entrei em contato várias vezes com o suporte da BC.Game, mas eles sempre respondem apenas: “aguarde o e-mail da equipe de verificação”. Esse e-mail nunca chegou, e tanto o endereço [email protected]
quanto o [email protected]
não me responderam. No momento, não tenho nenhuma forma de resolver o problema de verificação dentro da plataforma.

Estou enviando capturas de tela de:
– meu contato com o suporte da BC.Game,
– meu saque anterior realizado com sucesso,
– meu saldo atual,
– o erro de verificação,
– e o e-mail informando o limite máximo de tentativas de KYC.

Por favor, peço ajuda para recuperar o acesso à minha conta e aos meus $600 USD.

Agradeço pela atenção.

Atenciosamente,
Danilo

Resolvido

$600

Nao pagou minha retirada

O cassino não pagou minha retirada fiz um depósito de 50BRL e saquei 100BRL, mas o cassino não creditou na minha conta. Eu não aceitei nenhum tipo de bônus para não ter que cumprir regras de bônus. Quero meu saque ou meu dinheiro de volta. Isso não se faz, se a gente ganhou tem que pagar. E ninguém atende o chat.

Não resolvido

R$100

Nao pagam o premio e a conta esta bloqueada

Efetuei um cadastro nesse site , fiz vários Pix para conta e realizei minhas apostas, nunca tive problema para entrar na conta e nem pediam confirmação nenhuma para realizar login, até que recebi um prêmio de 340 mil reais e para minha surpresa a conta foi bloqueada, entrei em contato com o suporte e pediram para enviar um e-mail pela minha conta dentro da plataforma confirmando meus dados. Desde o dia 23/08/2023 não recebi retorno nenhum e minha conta encontra-se bloqueada. Não encontro endereço dos responsáveis no Brasil para poder processar, se for o caso farei o processo contra os Influencers que estão divulgando um site que nao paga os apostadores. Tenho uma Foto de quando o prêmio ainda estava em 250 mil mas chegou a 340 mil foi quando tentei sacar e bloquearam minha conta. Conto com a ajuda de vocês antes de tomar as providências jurídicas. Comprovante de depósito. O acesso e código de segurança sempre foi feito pelo celular < mobile number removed >

Não resolvido

R$340,000

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

Resolvido

$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.

Resolvido

€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."

Resolvido

৳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.

Resolvido

€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.

Rejeitado

$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.

Rejeitado

$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.

Resolvido

€212