BC.Game Casino - Igrač se suočava sa nepravednom konfiskacijom dobitaka.

Complaint against BC.Game – Unfair confiscation of bonus winnings and misleading support

I am submitting this complaint regarding serious unfair treatment by BC.Game, involving confiscation of legitimate winnings earned after completing bonus wagering requirements.

I used a bonus on BC.Game and completed the full wagering/rollover requirements exactly as per the casino’s rules. Before and during wagering, I clearly confirmed with BC.Game’s live support whether the winnings earned from this bonus would be withdrawable. The support agent explicitly assured me that all winnings after completing the wagering would be withdrawable. I have screenshots of this live chat as proof.

After fully completing the wagering requirements in good faith, my account balance showed winnings of more than ₹3,33,000. However, instead of allowing withdrawal, BC.Game removed my entire legitimate winnings and left only the original bonus amount withdrawable. No clear or valid explanation was provided, and the casino ignored the assurances given by their own support staff.

This action caused me severe financial loss and emotional distress. I followed all rules, did not abuse the bonus, and relied on official support confirmations. Removing winnings after wagering is completed is misleading, non-transparent, and against fair gambling principles.

If BC.Game believed the bonus had special limitations, this should have been clearly stated before wagering and not contradicted by live support. Changing the outcome after completion is unacceptable.

I request Casino Guru to investigate this case and ask BC.Game to:

Restore my confiscated winnings in full, or

Provide a clear, rule-based justification that directly contradicts the written assurances given by their support agent.

Account details:

Casino: BC.Game

Username: Muddypunk

User ID: 16768983

Registered email: pun*******1@gmail.com

I am attaching screenshots of live chat conversations and balance history as evidence. I am fully willing to cooperate and provide any additional information required.

I trust Casino Guru to review this matter fairly and help resolve this unjust situation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 16768983,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re experiencing with BC.Game and the concerns regarding the confiscation of your bonus winnings.

Thank you for the detailed description of the issue and for providing your account information. In order for us to properly review the case and assess whether the casino acted in line with its bonus rules, I would like to ask you a few clarifying questions:

• Could you please confirm whether the bonus you used was a free bonus (no-deposit bonus) or a deposit bonus?
• Do you have the exact name of the bonus and, if possible, a screenshot or copy of the bonus terms and conditions that applied at the time you activated it?
• Did the casino provide any written explanation (email, chat message, or account notification) citing the specific rule under which your winnings were confiscated?

I would also like to be transparent with you about the current situation. At the moment, this casino has 24 unresolved "No Reaction" complaints with Casino Guru and has been ignoring all our attempts to communicate and negotiate on behalf of players. While we are still willing to review your case and provide guidance, this lack of cooperation may significantly limit our ability to actively mediate with the casino.

If you have any relevant communication with the casino, including live chat screenshots or emails, you are welcome to forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

My game ID is 16768983 (username: muddypunk). I am writing to report a serious issue with BC.Game.

I received a bonus of ₹11,917.25 as an advance Christmas bonus, which had a 15x rollover requirement (₹178,758.87). I have fully completed the required wagering as per the terms, and during this process, I also won additional profit using this bonus balance.

However, after completing the rollover, BC.Game has removed all the profits earned from this bonus from my account without any explanation. I have screenshots of:

Bonus details and rollover completion

All profits earned

Live chat confirmation from support (where they clearly confirmed that the entire balance, including profits, should be withdrawable)

I request your urgent assistance to recover the removed profits. BC.Game’s actions are unfair and violate the bonus terms clearly confirmed by their live support team.

Please review this case carefully and advise on the next steps to get my full balance, including all profits, restored.

Thank you for your attention.

Regards,

Muddypunk / 16768983

However, despite completing all requirements, my full balance has been removed from my account. This has caused me significant financial and emotional distress. I am kindly requesting your immediate assistance in helping me recover the funds that are rightfully mine.

Attached are all relevant screenshots clearly showing my bonus, completed wagering, earned profits, and live support confirmation. I sincerely hope you will review these and help resolve this matter urgently.

Your understanding and support at this time would mean a lot to me. Please, I am counting on your help to recover my funds.

I am attaching screenshots of my live support conversation that clearly show I followed all instructions and completed the wagering in good faith. I sincerely request your urgent help to restore my balance and allow withdrawal.

Please help me, I really need your support

.

Hi Muddypunk,

Thank you for the information. Before we continue, I need one essential clarification.

After completing the 15x wagering, the system showed ₹11,917.25 as withdrawable. Please confirm:

Did you receive this ₹11,917.25?

This is important because, according to BC.Game’s own bonus terms here:

https://bc.game/help/bonus

It states:

"Bonus Funds Withdrawal: The maximum amount that can be unlocked from the bonus cannot exceed 100% of the bonus amount. Any excess will be forfeited."

Since your bonus amount was ₹11,917.25, the casino may claim that anything above this was not eligible for withdrawal.

However, if you have a screenshot where live support explicitly confirmed that profits above the bonus amount would be withdrawable, please upload it again here or forward it to petronela.k@casino.guru.

Once we know whether the ₹11,917.25 was paid out or blocked, we will know how to proceed.

Thank you in advance for your reply.

Hello Petronela,

Yes, I have received your email and I have already replied to it in detail.

As requested, I have explained everything clearly in my email, including: • The exact bonus amount I received (₹11,917.25 – Advance Christmas Bonus)

• Completion of the 15x wagering requirement (100%)

• My final balance after wagering (₹3,18,415.72)

• The fact that the balance was removed immediately after wagering was marked as completed

• Screenshots of live support confirmation stating that profits would be withdrawable after wagering

All supporting screenshots and explanations have been sent to you via email.

Kindly review the email and attachments, as they contain the full timeline and proof.

Please let me know if you need anything further from my side. I am fully cooperating and seeking a fair resolution.

Thank you for your assistance.

Best regards,

Aamir

BC.Game User ID: 16768983

Dear Petronela,

I am writing this message with a broken heart and deep emotional pain. This situation has left me completely helpless.

I received the Advance Christmas Bonus of 11,917.25 and I followed every single rule honestly. I completed 100% of the wagering requirements, and the system clearly showed the wagering as COMPLETED. After that, my profile showed a balance of 318,415.72. For the first time, I felt some relief and hope.

But that happiness lasted only for a moment.

As soon as the wagering was completed, my entire balance was taken away. Everything disappeared from my account without any warning, without any explanation, and without telling me which rule I broke. I was shocked. I still cannot understand how this can be fair.

This money is not small for me. I am from India, and this amount means survival to me. I trusted BC.Game. I played honestly. I even contacted their live support before wagering, and they clearly confirmed in writing that my winnings would be withdrawable. I relied on their words. I believed them.

Now I am left with nothing. No balance. No clear answer. Only stress, sleepless nights, and emotional pain 💔.

What hurts the most is that I did everything right, yet I am being treated as if I did something wrong. I am not asking for sympathy or any special favor. I am only asking for justice.

Petronela, I sincerely request your help. Please look at my case not just as a complaint, but as a real person suffering because of this situation. I respectfully ask Casino Guru to help ensure that BC.Game either:

restores my removed bonus winnings, or

provides a clear written explanation with the exact bonus rule used.

I have shared all proofs and screenshots honestly. I am completely exhausted and relying on your support now 😭🙏.

Thank you for taking the time to read my message.

Muddypunk

BC.Game User ID: 16768983

Hi Muddypunk,

Before we proceed, there are still a few essential points we need to clarify to make sure we fully understand what happened:

• Can you please confirm once again if you received ₹11,917.25 at any point?
• Based on the screenshot you shared, this amount appeared as the withdrawable balance after completing the 15x wagering requirement, so it’s important to know if this was actually paid out to you or not.
• To confirm accurately: was this "Advance Christmas Bonus" indeed a no deposit bonus (received without making any deposit)? Please confirm this information as well.

Thank you in advance for your reply.

Thank you for your follow-up. I would like to clarify the points you requested:

Withdrawable Balance of ₹11,917.25

Yes, this amount appeared as withdrawable in my account after I completed the 15x wagering requirement. I successfully withdrew this exact amount.

Bonus Type

The bonus in question was the Advance Christmas Bonus, which I received without making any deposit (no deposit bonus).

After completing the wagering, my account balance showed a total of ₹3,18,415.72, including the profits earned from this bonus. However, this entire amount was later removed without any explanation, even though I fully complied with all wagering requirements and received confirmation from live support that all profits would be withdrawable.

I hope this clarifies the situation. Please review the attached screenshots of the live support chat and my balance for verification. I am requesting once again that the confiscated bonus profits be restored or that a clear written explanation with the exact bonus rule be provided if you believe they were removed correctly.

Thank you for your attention and understanding.

Muddypunk

BC.Game ID: 16768983

Hi,

I am extremely frustrated and urgently need help regarding my BC.Game account (ID: 16768983).

I received the Advance Christmas Bonus of ₹11,917.25 and completed the full 15x wagering. My withdrawable balance showed this bonus, and I successfully withdrew it.

After completing all wagering, my total balance ₹3,18,415.72, including all profits, was completely removed without any explanation, even though live support confirmed in writing that all profits would be withdrawable. I have screenshots as proof.

This situation has caused me severe financial and emotional stress. I request your urgent assistance to ensure BC.Game either:

Restores the confiscated winnings immediately, or

Provides a clear written explanation citing the exact bonus rule overriding live support confirmation.

Please review my attached screenshots and help me get a fair resolution.

Thank you,

Muddypunk

Hi Petronela,

I am reaching out to you with extreme urgency and distress regarding my BC.Game account (ID: 16768983).

I received the Advance Christmas Bonus of ₹11,917.25 as a no-deposit bonus. I completed the full 15x wagering requirement, and live support explicitly confirmed in writing that all profits from this bonus would be withdrawable. I have attached the screenshot of this chat for your reference.

After completing the wagering, my account balance reflected ₹3,18,415.72, including all profits earned from this bonus. Shockingly, this entire balance was later removed without explanation or warning. I acted completely in good faith, following all rules and live support guidance.

This situation has caused me severe financial and emotional distress. I am extremely worried and desperate, and I sincerely request your immediate intervention to ensure that BC.Game either:

Restores the confiscated winnings of ₹3,18,415.72 immediately, or

Provides a clear written explanation citing the exact bonus rule that overrides the live support confirmation.

Please understand how critical this is for me. I am relying on your help to ensure that this matter is resolved fairly and promptly, and I hope you can assist me in getting justice in this extremely stressful situation.

🙏 I beg you to review the attached evidence carefully and take action to restore my balance.

Muddypunk

BC.Game ID: 16768983

Hi Muddypunk,

Thank you very much for your detailed clarification and for confirming the information regarding the ₹11,917.25 withdrawal. I’m sorry to hear that the rest of your balance was removed, and I appreciate the screenshots you provided.

Based on what we can see from the screenshot you shared earlier (see below), the interface already displayed withdrawable funds separately from the total balance during the wagering process.

This usually means the system was clearly showing the maximum amount that could be cashed out from this type of bonus — even if the status had not yet been marked as "Done", the "Withdrawable Funds" amount appears to have been visible from the beginning.

Since you confirmed that:

• this was a no deposit bonus
• you received the full withdrawable amount of ₹11,917.25
• and this matches the maximum cashout displayed in the rollover details

at this moment it appears that the casino acted according to standard bonus rules. It’s important to note that it is very common for no deposit bonuses to have significantly lower maximum cashout limits than deposit bonuses, and the limitation is not unusual.

Based on the information currently available, it seems that this issue has been resolved on the casino’s side, as you received the amount you were entitled to according to the displayed withdrawable balance. Therefore, we would consider this complaint closed unless new evidence appears that shows a violation of the bonus terms.

Hello Petronela,

Thank you for taking the time to review my case and for explaining your current understanding.

However, I respectfully disagree that this matter is fully resolved, and I would like to clarify one critical point again.

Yes, I confirm that:

This was a no-deposit bonus

I received ₹11,917.25

The remaining balance was removed

But the core issue is not only the bonus type or standard rules.

The core issue is written confirmation from BC.Game live support, which directly influenced my actions.

Before continuing wagering, I clearly asked live support whether all profits would be withdrawable after completing the 15x wagering.

The support agent explicitly confirmed in writing that the entire balance including profits would be withdrawable.

As a player, I relied on this written confirmation in good faith.

I would never have continued wagering otherwise.

If the casino later claims that the agent was mistaken, this should not be the player’s responsibility. Players must be able to trust official live support responses.

I have already shared screenshots showing:

The live support confirmation

Completion of wagering

Balance shown as withdrawable

Subsequent removal of profits

I kindly ask you to please reconsider this case based on the written promise given by live support, not only the general bonus rules.

If written confirmations from casino agents can be ignored afterward, players are left without protection.

Thank you for your patience and understanding. I sincerely hope this can be reviewed once more in a fair and transparent way.

Kind regards,

Muddypunk

BC.Game User ID: 16768983

Hi Muddypunk,

Thank you for your cooperation and for explaining your situation in detail. I genuinely understand why this outcome feels disappointing, especially after receiving a message from live chat that made you believe the full balance would be withdrawable. It’s never easy to feel misled, even unintentionally, and I’m sorry you had to go through that experience.

However, after reviewing all available evidence, we need to rely on the information displayed in your account and on the casino’s official Terms & Conditions. This was a free (no deposit) bonus, which generally comes with significantly stricter limitations than deposit bonuses. In this case, the cashout limit of ₹11,917.25 was visible throughout the wagering process, and this exact amount was successfully paid. The remaining balance was removed according to the bonus rules applied to free bonuses.

Please also keep in mind that live chat information is informative, not decisive, and it does not have the ability to override the rules stated in the T&Cs or the system-set limits shown in your account. While it is unfortunate that incorrect guidance was given, the casino is still permitted to apply the written rules in cases like this.

Since ₹11,917.25 has already been paid out, I will also adjust the disputed amount in the complaint accordingly:

₹330,000 INR → minus ₹11,917 INR received, so the revised disputed amount equals ₹318,083 INR.

I know this is not the outcome you were hoping for, but we prefer to be transparent and realistic rather than create false expectations. For these reasons, we are now closing the complaint.

Thank you for your understanding, and I sincerely wish you better experiences in the future.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru