BC.Game Casino - Igračeva sredstva se oduzimaju bez igranja.

This is a formal complaint against BC.Game for deducting CAD 5,877.39 from my account without any gameplay.

On Nov 3rd at around 22:15 (Quebec time), I deposited a total of CAD 5,877.39 into my account through two confirmed Solana transactions:

• TXID #1 (12 SOL → CAD 3,215.93):

 2f9jCAD6MMefLimGZ6V6EhVs3tTrM7mpVY1diDrYak47vdSRUx6saKhWPmXLZmk2kGdJjaV5uLm6REzfAjVq8yj7

• TXID #2 (~17 SOL → CAD 2,661.46):

 4EosknfpEhVTMiRDa8YqM6JQ3hjFMdM5SiotbievBzCDSnT5jWMvP6xyNTvmMaADpmMoUix76xiK992i55x8R9V7

Both deposits were confirmed on the blockchain and fully credited to my BC.Game balance.

The moment I placed a roulette bet, the system instantly disconnected me with a **"restricted region – VPN (Germany)"** error. 

**No wheel spin occurred, no round started, and no game result was generated.** 

Despite this, BC.Game deducted the full bet amount from my balance.

This is not a lost bet. 

This is **money taken without a valid game being played**, caused by a system malfunction.

Support refused to help, avoided my questions, ignored the missing funds, and repeatedly sent copy-paste responses instead of reviewing logs or escalating the case.

After checking online, I found **hundreds of similar reports** from other users experiencing the same issue with BC.Game: 

disconnections, restricted-region errors, balance deductions without gameplay, and refusal to refund. 

This is clearly a repeated pattern and not an isolated incident.

I request:

• A full refund of CAD 5,877.39 

• Full review of the failed roulette round 

• Escalation to a supervisor or technical team 

All screenshots, error messages, timestamps, TXIDs, and chat logs are attached.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Are you able to check your game history? Are there any previous bets recorded?
• Could you please clarify the amount that was left on your player's account and how much the bet was that was supposedly deducted?
• Was there any bonus activated on your account at the time of
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you for your reply. Please find my answers below:

Is your account accessible?

Yes, I can log in without any issues.

Can you check your game history?

Yes, the bets appear in the history — however, in real time the system kicked me out and did not allow me to play at all. The bets were registered in the system, but the games themselves never took place due to the error.

Were there any previous bets that got interrupted?

Yes, all the bets affected by the issue happened consecutively. Each time I tried to place the bet, the system immediately disconnected me.

Can you clarify the balance that was held and how much was deducted?

My balance before placing the bets was $5,877.39.

This amount was deducted even though the bets were never actually played because the system removed me from the game.

Was any bonus active during the incident?

No, there was no bonus active.

Can you share any proof?

Yes. I am attaching screenshots clearly showing that the balance was deducted while the game never started due to the system error.

Additionally, I am sending you a separate email with a file containing the full conversation history with the casino’s support team.

Thanks for sharing the evidence.

Do I understand correctly that you tried to play several roulette games, from different game providers, each was blocked with the warning that you are playing from a restricted region?

Looking forward to your reply.

Hi Tomas, thank you for your message.

I would like to clarify that I already sent you a full evidence file by email approximately one week ago.

Please confirm that you received it, as all the details and screenshots regarding the restricted-region errors are included there.

Looking forward to your reply.

Dear YMM2025,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved", taking into consideration the evidence you provided.

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice of BC.Game Casino to ignoring us completely in our attempts to mediate any kind of issue.

Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Casino's message:

Dear Tomas,

Thank you for your involvement and for addressing this matter with care and responsibility. As a platform committed to responsible gaming, we place great importance on user protection and regulatory compliance.

Regarding the login restriction issue reported by YMM2025, we have conducted a system review. Our records indicate that the account has logged in from multiple countries or regions. Based on the available technical data, we cannot rule out the possibility that VPN or proxy services were used to access the platform.

As clearly stated in Section 4.1.3 of our Terms of Service (https://hash.game/help/terms-service

), certain countries and regions are restricted from accessing our services. If a user accesses the platform through VPN or similar tools, we are unable to guarantee the stability of such network environments, nor can we ensure that the full gaming process is displayed clearly and completely.

In addition, we have conducted a detailed review of the relevant betting records. Our findings confirm that the platform was operating normally, the bets were successfully completed, and the results were properly generated, with no system abnormalities detected.

We remain committed to handling such matters with transparency and in accordance with our compliance obligations.

BC.GAME Support Team

Dear YMM2025,

Do you have further comments on the casino's findings?

Looking forward to your response.

Dear YMM2025,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru