BC.Game Casino JP - Povlačenje igrača je odloženo zbog problema sa nalogom.

Complaint against BC.Game – Fiat Balance Received as Reload Bonuses Cannot Be Withdrawn

I would like to ask Casino Guru for assistance regarding an unresolved withdrawal issue with BC.Game.

I normally play on BC.Game using cryptocurrency. However, on several occasions, I received reload bonuses in fiat currency as part of BC.Game’s promotional offers.

As a result, I currently have a substantial fiat currency balance on my BC.Game account, approximately JPY 1,000,000 in value.

The important point is that this fiat balance was not originally deposited by me as fiat currency. It was credited to my account as reload bonus funds through BC.Game’s promotional offers.

I understand that bonus funds may be subject to wagering requirements and other terms and conditions. My concern is that after fulfilling the applicable requirements and having the funds reflected as an available balance, I am still unable to withdraw them.

Fiat currency withdrawals have been unavailable for several months due to what appears to be an ongoing maintenance or operational issue. I have not been given a specific date or clear timeframe for when fiat withdrawals will become available again.

Therefore, the issue is not simply that a bonus has wagering requirements. The issue is that the resulting balance is currently inaccessible because the fiat withdrawal system is unavailable.

I would also like to point out that BC.Game offers cryptocurrency withdrawals. Since I normally use cryptocurrency on the platform, I would like to understand why the fiat balance cannot be converted into cryptocurrency, such as USDT, and withdrawn through the cryptocurrency withdrawal system as an alternative solution.

I would like Casino Guru to help clarify the following:

Why is the fiat balance credited through BC.Game’s reload bonus promotions currently unavailable for withdrawal?

Were these funds subject to any additional restrictions beyond the applicable bonus wagering requirements?

If the applicable bonus requirements have been fulfilled, why can the resulting balance not be withdrawn?

Why has the fiat withdrawal issue continued for such a long period of time?

Does BC.Game have any concrete estimated date for restoring fiat withdrawals?

If there is no foreseeable restoration date, why can BC.Game not provide an alternative withdrawal method?

In particular, why can the available fiat balance not be converted into cryptocurrency and withdrawn?

What solution can BC.Game provide that would allow me to access the funds within a reasonable timeframe?

I understand that technical or operational problems can occur, and I also understand that promotional bonuses can have specific terms and conditions.

However, I believe it is unreasonable for a balance that was credited to my account through BC.Game’s promotional offers, and which I believe is available to me after the applicable requirements have been satisfied, to remain inaccessible indefinitely without a clear explanation, timeframe, or alternative withdrawal method.

I am therefore asking Casino Guru to review this case and, if possible, contact BC.Game on my behalf to help reach a reasonable resolution.

My desired resolution is simple: I would like to be able to withdraw the full amount of my available balance, either through the normal fiat withdrawal system or through a reasonable alternative withdrawal method such as cryptocurrency.

I can provide screenshots of my balance, the bonus history, withdrawal page, account information, and any other relevant evidence if required.

Thank you for reviewing my case and for your assistance.

BC.Game username/UID: [33417666]

Approximate balance: JPY 1300000

Account currency: [jyp]

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you contacted customer support to ask about the possibility of withdrawing the balance you have in the JPY currency? If so, what response did you receive?

Have you made any deposits using JPY into this casino before?

Please forward me all the communication between you and the casino customer support regarding the issue with your withdrawal at veronika.f@casino.guru.

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

Three days ago, I sent an email with the details regarding this matter. Could you please confirm whether you have received and reviewed it?

Thank you for your attention and assistance. I look forward to hearing from you.

Best regards,

Dear astroboy1370

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello astroboy1370,

I am sorry to hear that your balance has remained inaccessible. I am Martin, and I will be handling your complaint from now on. I would like to invite the BC.Game Casino representative to join the discussion.

Dear casino representative,

could you please review the case and clarify the status of the player’s JPY balance?

The player claims that approximately 1.3 million JPY originated from reload bonuses and that the applicable wagering requirements were completed. Your support reportedly informed him that JPY withdrawals are unavailable, the balance cannot be converted to cryptocurrency, and there is currently no estimated restoration date.

Please confirm whether the full balance is eligible for withdrawal. If so, what concrete alternative or timeframe can you offer for paying it? If any portion is not withdrawable, please explain why and provide the relevant account or bonus records privately to me at martin.l@casino.guru.

Dear casino representative,

thank you very much for your swift response.

To clarify the next proposed steps, should the player enter the code in his account and proceed with withdrawal? Alternatively, should he wait for any manual or automatic adjustments to his current balance first?

Dear Martin,

Users simply need to redeem the code to receive the equivalent amount of cryptocurrency based on the JPY fiat balance currently in their account; subsequently, they can swap it for any other cryptocurrency.

Dear casino representative,

thank you for the clarification.

Dear astroboy1370,

are you now able to proceed as requested?

This issue has now been resolved.

I would like to sincerely thank both the casino representative and the Casino Guru team for your assistance and support throughout this process.

Thank you very much.

Dear astroboy1370,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at BC.Game Casino JP for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help !

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru