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BC.Game Suspended my Withdrawals

BC.Game Suspended my Withdrawals

Now, I am the newest victim of BC.Game , despite I read all the negative review in Trust Pilot, Still I Tried to give it a shot on BC.Game. Deposited $110 and managed to withdraw the win. So, I did multiple deposits and withdrawals, and finally when I decided to make a withdrawal on $990 my withdrawal got suspended, and the reason given was Audit Failure.

It was running pretty smooth, all the deposits and withdrawals were instant, and there was no indication of anything going wrong. All of a sudden when it came to a large withdrawal of $990 they decided to block it.

I contacted the customer support (Full Proof is available) They asked me to complete the advanced verification and the block will be lifted, which I did, so I submitted my ID, Proof of Address, and Facial Recognition. Immediately after, the verification got blocked. And my Withdrawal was still suspended.

Then I contacted the support, they asked me supply them with Deposit TXID, IPs, Devices Used, etc. Which I supplied them with all the information. And then they told me that it will take upto 7 days to response.

Now, it is strange that they want to do all of these verification over a withdrawal. This is insane.

My funds are still stuck in the casino, I am able to play with it, but withdrawals are suspended. I guess they are waiting for me to play and lose the funds.

Dear Zenatium, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Do I understand correctly that your account was blocked immediately after you provided your documents for verification?

Have any of your documents been successfully verified by the casino in the past?

What types of games did you play? Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronica,

Glad to hear from you.

I have been playing online for a long time and have seen different KYC procedures from different online Casinos. So, yes my ID was accepted by mostly all the online casinos.

I usually play Baccarat, however, as well as Black Jack and Roulette and less frequently Slots.

I contacted the support first , they asked me to fulfill the advanced verification, so I did. They also mentioned that as soon as I complete advanced verification the block will be lifted. But, on the contrary, as soon as I completed the upload of ID, Proof of Residence, and Facial recognition, immediately the verification page got blocked and showed a large X mark stating that Verification Failed.

So, I contacted the support again, they asked for additional documents such as, Deposit TXID, IP addresses, user name , etc. And I sent them email also sent a copy to the customer support.

Then the support team came back saying that it will take additional 7 days for a resolution.

So, I am not sure why a resolution is needed in this case , this is just verification process and my documents usually are approved by many online casinos.

I had a bonus prior to withdrawal in BNB in the amount of $5 but I lost them playing. My wins are from my deposit of approximately $110 and I grew the bank roll to $992 and currently at around $1,075 so, the wins are all from my deposit and not from bonuses. I played and lost on the bonuses as they were negligible such under $5

Most of my wins came from playing Baccarat, and specially on the Multiplier tables such as wealth and lightening baccarat.

I made frequent withdrawals as well as frequent deposits. I do frequent withdrawals in crypto for security reasons as I am afraid my account getting hacked unexpectedly.

As, I do understand that Casinos need to do KYC procedures and it's a must , however, my KYC procedures getting abrupted and failing and suspending my withdrawals caused a bit of confusion and suspicion. I appreciate your feedback and assistant towards this matter. As, I do enjoy playing on BC.Game no doubt and as soon as this KYC process is over , hopefully we enjoy a great relationship.

Best regards...

Dear Veronica,

Just a note prior to depositing $110 I had deposited multiple times in the tune of $70 , $100 and $200 and I lost them playing on BC.Game

The most recent deposit of $110 I had a winning streak to over $1,000

Best regards...

Thank you for your replies. Please forward me all the relevant communication between you and the casino customer support regarding your verification at veronika.l@casino.guru. Thank you for your patience and cooperation, and I look forward to assisting you further.

Update as of 12/10/2024

I have contacted the customer support again, they mentioned that : 'Your KYC status has been rejected. We regret to inform you that you are not eligible for a KYC transfer. Unfortunately, we are unable to further assist you with this matter at this time. Thank you for understanding.'

I have no idea what do they meant by that I'm not eligible for KYC transfer !!!! So, pretty much this looks like a scam ...I have $3,000 locked up in the account and I'm not able to withdraw.

Update as of 11/10/2024

The customer service now is stating that 'Im sorry for the inconvenience you are facing. I understand it can be frustrating and I apologize for any trouble this may have caused. But in this case, you need to send email and wait the respond of the internal team.'

Update as of 13/10/2024

Finally got hold of another customer service agent, named 'Sophia' She mentioned that the verification failed due to system could not read my ID details properly.

Update as of 13/10/2024

I decided to exit BC.Game, the whole thing is just a big scam. They are using the verification process to block your account. Blocking and suspending the withdrawal on the ground of verification requirement is just a cheap shot scam. They promised to re-initiate the verification process in few hours, which never happened. This is just a striking warning to everyone, stay out of BC.Game its just a Fraudulent Online Casino. Stick to big names such as Stake.com and save yourself your money and energy.

BC.Game use the following Tricks to confiscate your funds:

When you win, they will ask you for Advanced Verification. The scam is they claim that they are crypto casino so you can register without KYC. But the trap is that when you win, they will ask you for advanced KYC to upload your ID and Proof of address, and do Facial Recognition. Then they will mention that your verification failed. This is where you get trapped. You will get no response, and no clue what's going on and will suspend your withdrawals. Thats the end of it. This is the most Fraudulent Online Casino I came across with. Stay Far away from this Fraudsters.

Dear BC.Game

This is a legal Cease and Desist order based on your illegal attempt to confiscate my private documents such as the National ID, and Bank Statement on the false ground of KYC (Verification). This is an order to destroy all my private information, documents, and personal details from your systems. In case of any fraudulent activity, or leak of my personal information from your side will lead to severe legal consequences.

Hi Veronika,

All screenshots and proofs sent to your Email

Veronika.I@casino.guru (Is "I" capital I or L ) ?

I sent to both just in case

Cheers

I will be pursuing a court case against BC.Game in Curacao soon, if they dont resolve this issue

This online casino is dangerous, they dont care about any regulation or reputation. They will just block your account and dont give you your wins.

Thank you very much, Zenatium, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks Veronika, looking forward to it

Hello, Zenatium,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino team,

Could you please explain the player's situation in more detail?

What needs to be done on his side to complete the verification and/or withdraw his remaining balance? Can you provide him with instructions on how to proceed?

Thank you.

Hello,

Please provide the UID or correct email address so I can assist you. The provided email is not available on our platform.

Best Regards

Panda - BC.GAME

Honestly I have given up on BC.game and I don't recommend anyone to play there. This is completely waste of time.

Thank you both for your replies.

Dear BC.Game Casino team,

Can you please answer my above questions using the email address shared by the user?

Thank you.

Thank you for your response, BC.Game Casino team. Let's continue our discussion outside the thread.

Can you please look at my last messages and provide me with the additional details?

Thank you. Looking forward to hearing from you.

Hi Branislav ...Is there any response from BC.game to resolve this issue ... They banned my account now ...I'm not able to access the account and there were 3,000 USDT amount of wins

Dear Zenatium,

According to the details provided by the casino representative, it looks like your disputed withdrawal was made on October 9, 2024, but it was returned to your balance approximately 8 minutes later when it failed. It could be confirmed by one of the screenshots you shared with us upon submitting the complaint, where we can see the status "Audit failure" but also almost the same amount already in your balance. Other data shows that your balance was later lost by playing on October 13, 2024, when you requested the casino to close your account.

Therefore, I have a few questions for you to clarify the situation.

You mentioned that you decided to exit BC.Game - how exactly did you do it, please?

The disputed amount was set up for 992 USDT, which seems to be the amount of the withdrawal that failed and was returned to your account balance, later lost by playing. Then you mentioned another 3,000 that were left in your casino account when it was blocked/closed. What exactly does this amount represent?

If I understand it correctly, after the failed and refunded withdrawal of 992 USDT, you used it for play, and lost it completely, while the last balance value was approximately 1$ at that point. Where did those 3,000 come from? What are these 3,000 USDT?

Dear Zenatium,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Alright, Zenatium. I think that we do not have to drag it unnecessarily out anymore.

Recently, I was in contact with the casino and was provided with further details confirming that you had an almost 0$ (non-withdrawable) balance on your account when the account was closed. As was already mentioned, the amount of your failed withdrawal was returned to your balance and lost. In addition, your "Vault Pro Assets" were also transferred out and lost by playing at the casino, shortly before you requested the account closure.

After gathering all the necessary information, we are closing this complaint as unjustified - there are no withdrawable funds in your disputed casino account because they were lost by playing. Furthermore, it seems you provided us with completely irrelevant and misleading information/screenshots from the beginning and during the entire complaint resolution process.

If you are not satisfied with the complaint solution or you would like to see the relevant evidence confirming the above-stated, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, BC.Game Casino Team, for your cooperation!

Best regards,

Branislav, Casino.Guru