BC.Game Casino - Zahtev za povlačenje igrača je odložen nakon što je pristup nalogu blokiran.

Hello,

I am a player from Austria and I have been playing on BC.GAME now for many months (since April 2024) but recently it seems they blocked players from Austria. This was not the case before.

When I try to login to my account their website says „Error 6005: No service in your area".

Okay, they don’t offer their service anymore in Austria, I can understand that and thus, naturally, I want to withdraw my money. Last week I therefore contacted their support and they told me in live chat to write an e-mail to „support@bc.game" with the subject „Remaining funds withdrawal request" from the e-mail address registered to my BCGame account with some information they required.

I did this but after several days of waiting I still did not receive any answer. By the way, I also didn’t get any message from BCGame in advance when they decided to restrict their service in Austria, so that I could withdraw my money in time and now it seems they take as much time as they want without keeping me informed.

I write this complaint in order to avoid getting ignored any longer.

A responsible casino should inform me when they plan to restrict their service in certain areas where I live in, or at least try to process or at least react to my withdrawal request in time.

Thank you for your help and I hope we can solve this problem fast.

Hello timtim,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Since when are you waiting for the remaining balance to be withdrawn?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your understanding.

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, thank you for your answer!

Due to the fact that I created my account there many months ago I am not completely sure anymore if it was fully verified. But I think my account was verified because I did already withdraw successfully a small amount of USDT (around 20USDT) a while after I created my account.

The second and the third question I have to answer at once because BC.GAME has not been responding to my mail with subject „Remaining funds withdrawal request" as described above. I have been waiting without any information since that day I wrote this mail (Thursday the 12th of December). I have neither been able to connect with a user-agent in their live chat again nor did they respond to my above mail. I have the feeling they stall this process of paying my money out on purpose. I hope I am wrong and the problem will be solved soon with your help.

Hello timtim,

Please forward the communication so far between you and the casino to nikolas.b@casino.guru for further review (even if they did not respond yet).

Awaiting your response.

Regards,

Nick

Dear Nick,

first of all, thank you for your help!

I have just forwarded my email communication to nikolas.b@casino.guru. Can you confirm you did receive it? Just in case it went directly into the junk folder.

When I noticed that BCGame has suddenly restricted Austria a few weeks ago without warning, I texted them in their customer support live chat, that I cannot login anymore because of "No service in your area" error and asked them what I should do.

The support told me to send a mail with the subject „Remaining funds withdrawal request" and the support agent listed a few details I should send - you can see this in the screenshot (it is a picture of a part of the chat I had with the support agent in the live chat session).

So I sent that mail with the requested details and then I had to wait for around 13 days until I heard from them again. But they finally just sent me a generic answer which you can read in the mail I forwarded to you (the mail also contains my original request to which they responded).

In their generic answer it seems BCGame has not even updated their the list of restricted countries and they tried to tell me I should use an alternate link if my country is not in the list of restricted countries, but since a few weeks it seems to be there. And their website clearly says with a pop up window (also just since a few weeks, before that everything was fine for many many months) on visiting, that I am trying to use their website from a restricted area. One can click away this warning, but the login does not work then, as I stated above.

Since BCGame did not really respond to my concerns (even after 12 days of waiting), and since I cannot login due to the recent restrictions on Austria, I can only request from BCGame the withdrawal of all of my remaining funds as fast as possible. I hope BCGame will, with the help of Casino Guru, finally take my problem serious and not just respond with pre-written answers after letting me wait for weeks.

All the best and a good start into the new year!

Tim

Hello timtim,

I'm currently in touch with the casino and we are awaiting additional information from them regarding your case.

I will let us know as soon as we get an update.

Regards,

Nick

Hello,

Our email team is awaiting the user's proof of deposit. They have asked for it but have yet to hear back from the user. Please go through the email and provide all the requested documents so we can assist you with this.

Best Regards

Panda - BC.GAME

Hello, dear Nick and BC.Game team!

What proof are you referring to? I sent you the information your support team was initially asking for in support live chat (I forwarded this mail of mine and it's generic response of your support to Nick via email; for instance you asked for one transaction hash of one of my deposits together with other information) and then, yesterday, I got this mail from BCG, which I also already responded to:

So, for now, I don't know what open request or email you could mean. Please elaborate on this, thank you!

All the best!

Tim

Dear BC.Game,

Can you please confirm whether you have received all the necessary information from the player to process a withdrawal of his remaining balance?

Looking forward to hearing from you.

Regards,

Nick

Hello,

Our email team has handled this case regarding the refund process. Please let us know if we can help any further.

Best Regards

BC.GAME

Hello timtim,

Can you please let us know once the refund from the casino arrives to you?

Awaiting your response.

Regards,

Nick

Dear timtim,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.