[Resolved] [BC.GAME] Account permanently locked, 74k USD withheld, casino unr...

[MFreM]

Platform: BC.GAME
Username: Jnwlvnwkoyb

Summary:
About two weeks ago, my account with significant funds was "permanently closed" for "violations of our Terms of Service involving prohibited techniques." Live support directs me to email support, but email support replies with the same message to my every inquiry. Account closed, funds withheld, support unresponsive.

Background:
I have been playing on BC.GAME since November 2023. Since then, I have deposited over $30,000 and withdrawn over $20,000. According to my bonus page, I have received about $600 in bonuses, excluding lottery ticket vouchers and level-up spin crypto rewards, which were negligible. Unfortunately, I have been using the 'Vault Pro' to hold crypto assets recently, earning about $200 in interest so far. At the time of my account closure, I had over $74,000 in various crypto assets, most of it in the 'Vault Pro'.

What happened:
Two weeks ago, on July 13, I tried to withdraw funds after a significant win. However, I was unable to do so because my withdrawal rights were suspended. It had been about two weeks since my last withdrawal, and I hadn't visited the withdrawal page since then, so I was unaware of this until that point. I contacted live support and was informed that I must wait for a technical team inspection.

On July 15, when I tried to log in, I received an "Account verification needed" error message. I contacted live support again, and they told me to reach out via email. https://pastebin.com/0tZpTR85

So I did. The whole conversation can be read here: https://www.talkimg.com/images/2024/07/29/4lAMJ.png

In their reply, I was informed that:

... After conducting a thorough review of your account activity, we regret to inform you that there have been violations of our Terms of Service involving prohibited techniques. Such actions are strictly forbidden and undermine the integrity of our platform.

As a consequence, your account has been permanently locked. This decision is final and is in accordance with our Terms of Service, to which all users agree upon registration. ...

Please note that the decision to permanently lock your account has been made after a thorough and fair investigation. ...

I believe I did not breach their ToS, so I asked for further information about what they mean by "prohibited techniques." I also asked about their intentions with the funds in my account.

In response, they sent me the same message again.

The following part of their ToS addresses prohibited techniques:

2.1.13. You accept and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of players' device properties, detection of geo-location and IP masking, transactions and blockchain analysis.

https://www.talkimg.com/images/2024/07/29/4lmzd.png

I have not used any of these techniques. Recently, I did play in a somewhat unusual manner, which involved playing the same game simultaneously with multiple different currencies. However, I believe this playstyle complies with their Terms of Service.

Nonetheless, their ToS also states the following:

8. Breaches, Penalties, and Termination

8.1. If you breach any provision of this User Agreement or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.

https://www.talkimg.com/images/2024/07/29/4lP0z.png

So even though I believe I was ToS compliant, they can close my account based on just suspecting I breached it. This is something I cannot argue with, as it is in the ToS after all.

In my next message, I acknowledged and accepted their decision, asked them to withdraw my funds from the Vault Pro, and send them to me. I also asked them to provide a detailed list of any damages and their associated costs if they decide to withhold any of my winnings to cover 'damages' I have caused. (Hopefully not much - if any - as a very large portion of my winnings are from various providers' network promotions over the year: daily drops, tournaments, races, etc. All of which - I believe - are funded by the providers and not out of BC.GAME's own pockets.)

And I got the same reply. Again.

So this is where I am right now: the account is permanently closed, about $74,000 worth of crypto is withheld, and the casino refuses to properly communicate.

What I request:

• Provide sufficient information about the reason for the ban. Which point of the ToS do they suspect me of violating? What evidence do they base their decision on for closing my account? How was this "thorough and fair investigation" they refer to conducted?
• Release my funds. If they were to withhold any part of it to cover the 'damages' I have caused, as per 8.1 ToS, provide sufficient evidence of said damages and their associated cost.

Thank you for your attention.

[holydarkness]

Hi, I'm trying to piece some puzzles here and will rely your case to my contact on BC [alongside with several other that recently popped up] after you gave me a better understanding, do you mind to tell us which game did you play with that technique?

[MFreM]

Hi, I'm trying to piece some puzzles here and will rely your case to my contact on BC [alongside with several other that recently popped up] after you gave me a better understanding, do you mind to tell us which game did you play with that technique?

Hi holydarkness, I appreciate your help. The game was Pragmatic Play's new(ish) Lucky Roulette 6. The game itself has some betting rules stated in-game (all straight-up bets allowed; for all other bets, a maximum of 95% of the numbers can be covered), but those rules were adhered to as well, both in each individual session and considering all sessions together.

[holydarkness]

Hi, I'm trying to piece some puzzles here and will rely your case to my contact on BC [alongside with several other that recently popped up] after you gave me a better understanding, do you mind to tell us which game did you play with that technique?

Hi holydarkness, I appreciate your help. The game was Pragmatic Play's new(ish) Lucky Roulette 6. The game itself has some betting rules stated in-game (all straight-up bets allowed; for all other bets, a maximum of 95% of the numbers can be covered), but those rules were adhered to as well, both in each individual session and considering all sessions together.

Ohh, then it's not like what I have in mind. I previously thought it happened and came from the same provider of which there is currently an open accusation for BC. But apparently a different provider and game. Thank you for this. I'll try to hail BC's representative to give their explanation here.

[BC.Game Support]

Thank you for your patience and for providing a comprehensive overview of your situation. We understand the seriousness of your concerns and are committed to addressing them thoroughly.

After a detailed review of your account activity, we identified that certain activities may have been conducted in a manner inconsistent with our Terms of Service. Specifically, we observed patterns related to the use of 277 currencies and participation in third-party provider promotions, which raised concerns about compliance with our platform's guidelines. This has led to the decision to close your account as a precautionary measure.

Currently, we are coordinating with the third-party game provider regarding the funds associated with the activities in question. This provider has requested that we withhold any potential gains resulting from activities deemed non-compliant with their promotional guidelines. Once the necessary adjustments are made, we will re-evaluate the remaining funds and provide further information.

We appreciate your understanding and patience during this process. We will escalate your request for a detailed explanation and an update on the status of your funds to provide you with a clearer resolution as soon as possible.

[AHOYBRAUSE]

Thank you for your patience and for providing a comprehensive overview of your situation. We understand the seriousness of your concerns and are committed to addressing them thoroughly.

After a detailed review of your account activity, we identified that certain activities may have been conducted in a manner inconsistent with our Terms of Service. Specifically, we observed patterns related to the use of 277 currencies and participation in third-party provider promotions, which raised concerns about compliance with our platform's guidelines. This has led to the decision to close your account as a precautionary measure.

Currently, we are coordinating with the third-party game provider regarding the funds associated with the activities in question. This provider has requested that we withhold any potential gains resulting from activities deemed non-compliant with their promotional guidelines. Once the necessary adjustments are made, we will re-evaluate the remaining funds and provide further information.

We appreciate your understanding and patience during this process. We will escalate your request for a detailed explanation and an update on the status of your funds to provide you with a clearer resolution as soon as possible.

Since when is using different currencies and participating in promotions against the rules??
Also, since when can game providers request to withhold money? Which guidelines of the promotions have been broken, you should at least explain that instead of just making this bold statement!

If you reply here at least show some more evidence instead of giving some vague reply which doesn't really explaining the situation, smh.

[Mr.right85]

Some reasons why I enjoy having to play on gambling sites that exists on the forum though.

You’ve got an avenue to file a complaint to the gambling site’s representative, not be alone on it as users on the forum would assist in pushing it and your case would be taken much seriousness.

After a detailed review of your account activity, we identified that certain activities may have been conducted in a manner inconsistent with our Terms of Service. Specifically, we observed patterns related to the use of 277 currencies and participation in third-party provider promotions, which raised concerns about compliance with our platform's guidelines. This has led to the decision to close your account as a precautionary measure.

However, I would like some educating on what is meant by the 277 currencies. Like, what’s that really?

Is it by any means the coin/currency positioning on exchanges or gambling site or it’s something different entirely.
Like I said, it’s just for some education and nothing more.

BC.Game reputation haven’t been in doubt although just recently, more of these issues as in OP seems to be reported of the site and it’s not telling well on that reputation. Good thing you guys are always open to its resolution but, can more be done to prevent these from happening, it would help a lot.

[holydarkness]

Thank you for your patience and for providing a comprehensive overview of your situation. We understand the seriousness of your concerns and are committed to addressing them thoroughly.

After a detailed review of your account activity, we identified that certain activities may have been conducted in a manner inconsistent with our Terms of Service. Specifically, we observed patterns related to the use of 277 currencies and participation in third-party provider promotions, which raised concerns about compliance with our platform's guidelines. This has led to the decision to close your account as a precautionary measure.

Currently, we are coordinating with the third-party game provider regarding the funds associated with the activities in question. This provider has requested that we withhold any potential gains resulting from activities deemed non-compliant with their promotional guidelines. Once the necessary adjustments are made, we will re-evaluate the remaining funds and provide further information.

We appreciate your understanding and patience during this process. We will escalate your request for a detailed explanation and an update on the status of your funds to provide you with a clearer resolution as soon as possible.

Since when is using different currencies and participating in promotions against the rules??
Also, since when can game providers request to withhold money? Which guidelines of the promotions have been broken, you should at least explain that instead of just making this bold statement!

If you reply here at least show some more evidence instead of giving some vague reply which doesn't really explaining the situation, smh.

I believe what they're trying to say is not the provider asking them to confiscate the user's entire fund, but rather the winning from the questionable rounds for investigation, of which will be released [with some adjustment] after they've done looking into it.

I have to say that I am also quite unclear with the 277 currencies statement. I initially assume OP used fund earned from free spins and the likes for betting, but I can't find anything wrong with this. It should be allowed. Let me try to get in touch with my BC contact, see if they can clarify this, either by making their own post here or by allowing me to explain [based on what they told me] on their behalf.

[MFreM]

After a detailed review of your account activity, we identified that certain activities may have been conducted in a manner inconsistent with our Terms of Service. Specifically, we observed patterns related to the use of 277 currencies and participation in third-party provider promotions, which raised concerns about compliance with our platform's guidelines. This has led to the decision to close your account as a precautionary measure.

Currently, we are coordinating with the third-party game provider regarding the funds associated with the activities in question. This provider has requested that we withhold any potential gains resulting from activities deemed non-compliant with their promotional guidelines. Once the necessary adjustments are made, we will re-evaluate the remaining funds and provide further information.

We appreciate your understanding and patience during this process. We will escalate your request for a detailed explanation and an update on the status of your funds to provide you with a clearer resolution as soon as possible.

Thank you for providing information regarding the case and clarifying the reason for my account's closure. Could you please give a rough estimate of how long this review process will take? Regardless, I will wait patiently for the investigation to end, but I will check back from time to time if I do not receive updates regularly.

I still believe I was compliant with your Terms of Service, the terms of the game, and the terms of the mentioned promotion. I hope that the detailed explanation will point out which parts of the terms I have allegedly violated.

Still I wonder why the provider awarded the prize to me in the first place if they believe I have breached the terms of their promotion.

I have to say that I am also quite unclear with the 277 currencies statement.

Thank you, holydarkness, for going out of your way to help and connect me to someone who can provide some information. I immensely appreciate it.

The 277 currencies statement refers to different crypto/fiat currency pairs, like how USDT/USD, USDT/EUR, and TRX/EUR are considered three different currencies in this case.

Playing this way essentially increased my chances of winning promotional prizes with the same bet spread compared to playing with only a single crypto/fiat pair. Maybe there is some unwritten guideline that forbids such a playstyle in this particular case, although I am not aware of it. Hopefully, the detailed explanation will clarify this as well because, as I said previously, I believe I was fully compliant with all of the (written) terms.

[holydarkness]

I have to say that I am also quite unclear with the 277 currencies statement.

Thank you, holydarkness, for going out of your way to help and connect me to someone who can provide some information. I immensely appreciate it.

The 277 currencies statement refers to different crypto/fiat currency pairs, like how USDT/USD, USDT/EUR, and TRX/EUR are considered three different currencies in this case.

Playing this way essentially increased my chances of winning promotional prizes with the same bet spread compared to playing with only a single crypto/fiat pair. Maybe there is some unwritten guideline that forbids such a playstyle in this particular case, although I am not aware of it. Hopefully, the detailed explanation will clarify this as well because, as I said previously, I believe I was fully compliant with all of the (written) terms.

Thank you for giving me your side. I understand correctly that what you're saying is, in layman terms, you uses as many pairs as you can to increase the numbers and/or spreads of your entries to increase the chance of winning their promo prize?

I am currently in touch with BC staff and they're going to revert to me with more info. I'll update when I know more.

[MFreM]

I have to say that I am also quite unclear with the 277 currencies statement.

Thank you, holydarkness, for going out of your way to help and connect me to someone who can provide some information. I immensely appreciate it.

The 277 currencies statement refers to different crypto/fiat currency pairs, like how USDT/USD, USDT/EUR, and TRX/EUR are considered three different currencies in this case.

Playing this way essentially increased my chances of winning promotional prizes with the same bet spread compared to playing with only a single crypto/fiat pair. Maybe there is some unwritten guideline that forbids such a playstyle in this particular case, although I am not aware of it. Hopefully, the detailed explanation will clarify this as well because, as I said previously, I believe I was fully compliant with all of the (written) terms.

Thank you for giving me your side. I understand correctly that what you're saying is, in layman terms, you uses as many pairs as you can to increase the numbers and/or spreads of your entries to increase the chance of winning their promo prize?

I am currently in touch with BC staff and they're going to revert to me with more info. I'll update when I know more.

I would not say that. I played this way for my personal enjoyment only. It just happened, totally coincidentally, that there was an active promotion and that this particular playstyle also increased my chances of winning some additional prizes, which, still with a great deal of luck, I also managed to win a few times.

For clarification, I never actually played with all (or even a sixth) of those 277 'currencies' at the same time. That would have been absolutely overwhelming and way less fun. I simply switched between them regularly.

Thank you for your continuous help, and I look forward to the update.

[holydarkness]

I would not say that. I played this way for my personal enjoyment only. It just happened, totally coincidentally, that there was an active promotion and that this particular playstyle also increased my chances of winning some additional prizes, which, still with a great deal of luck, I also managed to win a few times.

For clarification, I never actually played with all (or even a sixth) of those 277 'currencies' at the same time. That would have been absolutely overwhelming and way less fun. I simply switched between them regularly.

Thank you for your continuous help, and I look forward to the update.

I've got a response from BC and they informed me that they're still waiting for the provider to finish investigation and/or made their [the provider] ruling of the situation they found you're in. They've [BC] been trying to press and chase the provider to conclude the investigation faster, but, as always, the length of a third party investigation is completely out of casinos control.

However, I was informed that it won't be too long now.

Nonetheless, let me try if I can get BC.Game Support to come here and give their own statement and as many insight they're at liberty to say at the moment, to assure anyone here.

[BC.Game Support]

The provider is currently handling the issue, and BC.GAME is actively following up on the matter.
We hope to receive and publicly share the conclusion from the provider within the next few days.

[JollyGood]

For clarification, I never actually played with all (or even a sixth) of those 277 'currencies' at the same time. That would have been absolutely overwhelming and way less fun. I simply switched between them regularly

Looking at this from a different angle, is there anything at all that comes to your mind that you were sure about was deemed to be within the rules (normal/acceptable) yet could be misconstrued by BC.Game as you breaking the rules stated in their terms and conditions? I asked because we have seen a huge number of scam accusations over the years where the OP does not tell the full story and truth is only known after the casino/gaming website posts their side.

The provider is currently handling the issue, and BC.GAME is actively following up on the matter.
We hope to receive and publicly share the conclusion from the provider within the next few days.

It is good to see the game provider involved in this matter. If they were to elaborate on what they claim happened, it would help settle the issue.

[MFreM]

I've got a response from BC and they informed me that they're still waiting for the provider to finish investigation and/or made their [the provider] ruling of the situation they found you're in. They've [BC] been trying to press and chase the provider to conclude the investigation faster, but, as always, the length of a third party investigation is completely out of casinos control.

However, I was informed that it won't be too long now.

The provider is currently handling the issue, and BC.GAME is actively following up on the matter.
We hope to receive and publicly share the conclusion from the provider within the next few days.

Thank you both for the update. I look forward to the conclusion of the investigation and its findings.

For clarification, I never actually played with all (or even a sixth) of those 277 'currencies' at the same time. That would have been absolutely overwhelming and way less fun. I simply switched between them regularly

Looking at this from a different angle, is there anything at all that comes to your mind that you were sure about was deemed to be within the rules (normal/acceptable) yet could be misconstrued by BC.Game as you breaking the rules stated in their terms and conditions?

Regarding your question, I'm not entirely sure why you quoted that particular line from me.

In my original post, I mentioned that I had played with multiple different currencies, and later the number was specified as 277. Without clarification, it might be easy to assume that I played with all 277 currencies simultaneously, which would be impossible for one person—unless they were cheating or using a bot, which I did not do. My intention with that line was to indirectly clarify that I didn’t cheat or use any bots. However, I could be mistaken, and perhaps no one interpreted it that way, making this explanation unnecessary.

When I first posted, I had very little information about my situation. All I knew was that I had received an email from support stating that I was permanently banned for violating the ToS by using prohibited techniques. Since then, through browsing this forum, I've learned that this message was just a template. Normally, these messages include the specific reason for the ban and refer to the relevant clause of the ToS, but that part was missing in the message I received, leaving me with only a vague understanding of the issue. At the time, I assumed my playstyle was considered a prohibited technique by BC.Game. So, to answer your question, that was the one thing I believed was within the rules but could have been construed by BC.Game as a ToS violation.

Since then, I've received updates and more information, thanks to holydarkness and BC.Game Support. It seems that the provider requested an investigation, and my account was closed as a precautionary measure until the investigation is complete. As I understand it now, my account wasn’t closed due to a ToS violation.

[JollyGood]

In their reply BC.Game stated they were co-ordinating with the third-party game provider and that the provider requested they withheld the funds. That post was made on 1st August 2024 therefore nearly two weeks have passed. It cannot be easy waiting patiently for any length of time when a huge amount of money is at stake. I hope they update the thread as soon as any significant development occurs in order for this matter to be concluded.

Since then, I've received updates and more information, thanks to [helper] and [support]. It seems that the provider requested an investigation, and my account was closed as a precautionary measure until the investigation is complete. As I understand it now, my account wasn’t closed due to a ToS violation.

[MFreM]

In their reply BC.Game stated they were co-ordinating with the third-party game provider and that the provider requested they withheld the funds. That post was made on 1st August 2024 therefore nearly two weeks have passed. It cannot be easy waiting patiently for any length of time when a huge amount of money is at stake. I hope they update the thread as soon as any significant development occurs in order for this matter to be concluded.

Since then, I've received updates and more information, thanks to [helper] and [support]. It seems that the provider requested an investigation, and my account was closed as a precautionary measure until the investigation is complete. As I understand it now, my account wasn’t closed due to a ToS violation.

Thank you for pointing it out. I have edited it. ChatGPT helps a lot with correcting my posts, but I missed switching the names. Sorry holydarkness and BC.Game Support.

Yes, there is a lot money at stake, but after the updates I received, it has became easier to wait. As long as it gets resolved - and it seems like it will soon - I am content.

[BC.Game Support]

We sincerely apologize for the extended wait. After multiple discussions with the third-party provider, we are pleased to inform you that we have now enabled full withdrawal access for your account. To proceed, please complete the KYC verification.

Your available balances are as follows:

General Balance: $5,292
Vault Pro: $69,554.50

Thank you for your patience and understanding. If you have any further questions or need additional assistance, please let us know.

[JollyGood]

Thank you for pointing it out. I have edited it. ChatGPT helps a lot with correcting my posts, but I missed switching the names. Sorry holydarkness and BC.Game Support.

Yes, there is a lot money at stake, but after the updates I received, it has became easier to wait. As long as it gets resolved - and it seems like it will soon - I am content.

Well, you finally have the good news you were waiting for because BC.Game have released the funds. Congratulations.

We sincerely apologize for the extended wait. After multiple discussions with the third-party provider, we are pleased to inform you that we have now enabled full withdrawal access for your account.

Your available balances are as follows:

General Balance: $5,292
Vault Pro: $69,554.50

Thank you for your patience and understanding. If you have any further questions or need additional assistance, please let us know.

It is good to see how BC.Game are resolving issues that have been flagged. What I would like to highlight is the length of time some of these investigations are taking to complete. It is understandable when communication with third party game providers is concerned, there could be a delay however if the process were to be expedited it would help relieve a lot of stress for those that are waiting for a decision. In this particular case, it is around 20 days since this thread was created with the OP claiming the issue occurred around 14 days before that.

Having said that, congratulations to the OP and another positive outcome by BC.Game.

[holydarkness]

OP, can you confirm if you've gained access to all of your fund and are able to [or already did] withdraw them? If you have, and that you've consider this situation as resolved with this recent development, kindly mark this thread as resolved by changing the title [through editing the first post's subject] to indicate it's resolved, and lock the thread [the button will be at the bottom left of the page].

I'll reflect to this development and mark them as resolved on my list upon your confirmation.

[...] What I would like to highlight is the length of time some of these investigations are taking to complete. It is understandable when communication with third party game providers is concerned, there could be a delay however if the process were to be expedited it would help relieve a lot of stress for those that are waiting for a decision. [...]

Perhaps I shared some blame on this. I was in constant communication with BC's representative, chasing them and inquiring updates, and they're dilligently gave me answers as much as they can and they knew from time to time.

But, since they were basically also waiting for the provider, and that I've informed OP as such on 8th, I thought a further update from me just to tell OP that they're currently still in progress and pushing their provider won't help much. Thus, I said nothing.

I'll put this into my consideration to better approach further cases.