BC.GAME blocked my account when I tried to withdraw.

[Cryptmuster]

Earlier last year, I was lucky enough to win a $50 bonus. To withdraw it, I had to wager $100, which is a fairly high requirement. In the withdrawal menu, after each bet it showed how much wagering was still required, and once I reached that level, the withdrawal option became available.

However, after I requested the withdrawal, my account was immediately blocked. I noticed this about an hour later when the funds had not arrived in my wallet. I tried to log in to my account but could not, due to a block. The blocking message recommended contacting support to restore access. I wrote to the email address and received a form that I needed to fill out. I completed it, but never received any response.

email: recovery@bcgame.com



Later, I contacted online support on the website, where I was told that my account could not be unblocked and that I would not receive the founds either. I tried several times to contact online support, speaking with different people's, I was hoping that I was communicating with different people, possibly bots I’m not sure, but the responses from everyone were the same and clearly template-based.



Maybe BC.GAME can clarify this situation, because I was unable to withdraw the funds. By the way, in my experience this is the first casino present on this forum that has blocked my account when I tried to withdraw money. To be honest, until yesterday I considered BC.game one of the most convenient casinos, with an excellent betting line for matches, but all of this ultimately makes no sense if I can't withdraw my winnings.

[holydarkness]

Fix the title, make it a correct casino [though most of us understand well which casino you're referring to]. And... may I ask if you never deposit to the account before? Like ever? And how many bonuses did you claim?

[bctokenbot]

Thank you for sharing your experience. We understand your concerns, and we’d like to clarify the situation and help follow up properly.

Regarding the $50 bonus, we would like to clarify that this bonus is not withdrawable without a qualifying deposit.
Although the wagering progress may show completion, a valid deposit is a mandatory condition for bonus withdrawal.
If an account attempts to withdraw bonus funds without making a deposit, it may trigger our risk control system, which is designed to protect normal players and prevent abuse.
Please note that this does not automatically mean you are considered a bonus abuser — these controls are applied uniformly and automatically.

That said, we would like to assist you in checking the details of your case.

Please kindly provide:

The email address email to recovery@bcgame.com

You may reply here or send it to us via private message. We will personally forward your case to our customer support team for further review.

For transparency, this account is an official BC.Game representative.

[AHOYBRAUSE]

Thank you for sharing your experience. We understand your concerns, and we’d like to clarify the situation and help follow up properly.

Regarding the $50 bonus, we would like to clarify that this bonus is not withdrawable without a qualifying deposit.
Although the wagering progress may show completion, a valid deposit is a mandatory condition for bonus withdrawal.
If an account attempts to withdraw bonus funds without making a deposit, it may trigger our risk control system, which is designed to protect normal players and prevent abuse.
Please note that this does not automatically mean you are considered a bonus abuser — these controls are applied uniformly and automatically.

That said, we would like to assist you in checking the details of your case.

Please kindly provide:

The email address email to recovery@bcgame.com

You may reply here or send it to us via private message. We will personally forward your case to our customer support team for further review.

For transparency, this account is an official BC.Game representative.

Hmm, I mean it's ok to have whatever requirement of course, but can this be a reason to close and account? Just inform the player that he has to make a qualifying deposit (plus the necessary wager) and the case is closed.

Support said:

"After a thorough review, we've found that the account has violated our Terms of Service and eligibility policies, which has unfortunately resulted in a permanent restriction. I completely understand that this may be disappointing news, and I'm truly sorry for any frustration this may cause."

I doubt a "thorough review" would deem OP some person whose account needs to be permanently restricted. Also funny that these reviews often takes minutes, despite being "thorough". Also, inform the player what exactly he has done wrong, which part of the TOS got violated. I hate support giving replies like this leaving a player dumbfounded! It shows that support/sites have absolutely no respect towards the player. Send him a draft reply and hope he shuts up, that's how it looks like.

[bctokenbot]

Thank you for sharing your experience. We understand your concerns, and we’d like to clarify the situation and help follow up properly.

Regarding the $50 bonus, we would like to clarify that this bonus is not withdrawable without a qualifying deposit.
Although the wagering progress may show completion, a valid deposit is a mandatory condition for bonus withdrawal.
If an account attempts to withdraw bonus funds without making a deposit, it may trigger our risk control system, which is designed to protect normal players and prevent abuse.
Please note that this does not automatically mean you are considered a bonus abuser — these controls are applied uniformly and automatically.

That said, we would like to assist you in checking the details of your case.

Please kindly provide:

The email address email to recovery@bcgame.com

You may reply here or send it to us via private message. We will personally forward your case to our customer support team for further review.

For transparency, this account is an official BC.Game representative.

Hmm, I mean it's ok to have whatever requirement of course, but can this be a reason to close and account? Just inform the player that he has to make a qualifying deposit (plus the necessary wager) and the case is closed.

Support said:

"After a thorough review, we've found that the account has violated our Terms of Service and eligibility policies, which has unfortunately resulted in a permanent restriction. I completely understand that this may be disappointing news, and I'm truly sorry for any frustration this may cause."

I doubt a "thorough review" would deem OP some person whose account needs to be permanently restricted. Also funny that these reviews often takes minutes, despite being "thorough". Also, inform the player what exactly he has done wrong, which part of the TOS got violated. I hate support giving replies like this leaving a player dumbfounded! It shows that support/sites have absolutely no respect towards the player. Send him a draft reply and hope he shuts up, that's how it looks like.

I understand your concerns, and we are indeed checking our emails to help you resolve this, but due to the large number of users, we haven't been able to reply to you yet.

So, could you please provide the address you use to communicate with recovery@bcgame.com? Don't worry about scams; I will have the relevant personnel continue to contact you through official emails.

[The Cryptovator]

Fix the title, make it a correct casino [though most of us understand well which casino you're referring to]. And... may I ask if you never deposit to the account before? Like ever? And how many bonuses did you claim?

I was confused, wondering whether I even needed to click or not. But later I got curious about what's BS and found it's BC Game. However, OP hasn't realised it yet and still hasn't changed the title.

However, since their customer service replied here, I hope OP will get a resolution. It looks like this isn't a serious issue at all, and the system triggered you as a suspicious attempt; hence, the account was blocked. Just wait for their reply here with a resolution.

For transparency, this account is an official BC.Game representative.

Yes, LM confirmed it here. Thanks for your response on the allegations. Hope you will be active around here, and together we can help victims to solve such issues. Since you are official representative, I will ping you if need any help here, so you can directly look on the matter.

[Cryptmuster]

Fix the title, make it a correct casino [though most of us understand well which casino you're referring to]. And... may I ask if you never deposit to the account before? Like ever? And how many bonuses did you claim?

Thanks, I've corrected the title!

No, I only played at this casino with bonus money.
I received a $50 bonus.

As I played through it, I think I brought my deposit up to $70, but by the time I finished, I had a little more than $50. I tried to withdraw that amount.

Also funny that these reviews often takes minutes, despite being "thorough".

Yeah you are right, in fact this complete check lasted no more than half a minute.

Thank you for sharing your experience. We understand your concerns, and we’d like to clarify the situation and help follow up properly.

Regarding the $50 bonus, we would like to clarify that this bonus is not withdrawable without a qualifying deposit.
Although the wagering progress may show completion, a valid deposit is a mandatory condition for bonus withdrawal.
If an account attempts to withdraw bonus funds without making a deposit, it may trigger our risk control system, which is designed to protect normal players and prevent abuse.
Please note that this does not automatically mean you are considered a bonus abuser — these controls are applied uniformly and automatically.

That said, we would like to assist you in checking the details of your case.

Please kindly provide:

The email address email to recovery@bcgame.com

You may reply here or send it to us via private message. We will personally forward your case to our customer support team for further review.

For transparency, this account is an official BC.Game representative.

Okay, I understand you, and I think this could have been reported in the promotional terms and conditions, or when attempting to withdraw.

And it's not necessary to block access to my account for this.

If I need to deposit money and wager it, I'll certainly do that - it's not difficult. But I don't think it's worth blocking my account for this.

I participate in many promotions across different casinos, but I have never seen conditions where you are required to wager additional own funds in order to be able to withdraw bonus money, everything has always been fine, no one has blocked my account because of a withdrawal attempt.

I already filled out the form and sent it to the specified email address several days ago, but I still haven't received any response.


I also wrote you a private message with my user ID and email.

[Coyster]

So, could you please provide the address you use to communicate with recovery@bcgame.com? Don't worry about scams; I will have the relevant personnel continue to contact you through official emails.

AHOY was still referring to the case in the OP and not a personal issue of his. I think you got it slightly mixed up there.

That said, you have provided us with the reason why OP's account was blocked. While i don't think his account should have been blocked for that, neither do i think one should be required to deposit their own funds in order to withdraw bonuses earned. A wagering requirement should suffice in my opinion. But i guess it is the casino rules.

Going forward, if you are going to be active in responding to accusations regarding BC, then that is great. What is left is for the issues to be solved a little bit quicker. OP's case for example is just a minor stuff and should be solved pretty soon.

[holydarkness]

Fix the title, make it a correct casino [though most of us understand well which casino you're referring to]. And... may I ask if you never deposit to the account before? Like ever? And how many bonuses did you claim?

[...]

No, I only played at this casino with bonus money.
I received a $50 bonus.

As I played through it, I think I brought my deposit up to $70, but by the time I finished, I had a little more than $50. I tried to withdraw that amount.

Also funny that these reviews often takes minutes, despite being "thorough".

Yeah you are right, in fact this complete check lasted no more than half a minute.

Thank you for sharing your experience. [...]

Okay, I understand you, and I think this could have been reported in the promotional terms and conditions, or when attempting to withdraw.
[...]

If I may jump in, to address the uhh... several questions raised, explicitly and implicitly on the above quote as well as on other posts in this thread, to add a little information based from my past experience from communicating with my [past] contact on marketing and risk, at certain point, BC [I believe other casinos as well] will trigger an alarm when players keep taking bonus without ever depositing. There was past experience about this, hence my specific questions of how many bonuses did you claim and your depo.

That might explain "in a way" why your account got locked. They just happened to set the trigger point at an ultra-sensitive that one claim of bonus without depo raised the alarm. It's something that's easily turned and fixed once risk and compliance handle the matter [through your step of emailing recovery].

[Cryptmuster]

That might explain "in a way" why your account got locked. They just happened to set the trigger point at an ultra-sensitive that one claim of bonus without depo raised the alarm. It's something that's easily turned and fixed once risk and compliance handle the matter [through your step of emailing recovery].

I hope so, but several days have already passed and there is still no answer.

It's not about the money, because the amount is insignificant, but about them fixing it.

p.s.

I finally received a response from support, but they are not going to unblock my account and claim that I violated their rules by making a withdrawal, and that unblocking is impossible. This is actually the first casino that has acted this way without any warning at the time of withdrawal — just a permanent ban. So I can't recommend BC.Game for participating in promotions and, most likely, for playing there at all.


Here is their response that I received via email:


 Hello,


Thank you for contacting us

After reviewing your account, we regret to inform you that it has been permanently locked due to bonus abuse, which is in violation of our Terms of Service. As outlined in our policy, we reserve the right to suspend or close accounts, withhold winnings, and apply funds toward any damages. BC.GAME has the final authority in determining any breaches of our rules, which may result in account suspension or permanent restriction.

We truly understand this may be disappointing. However, please be informed that this decision is final as per our policies, and we are unable to accommodate further appeals. We appreciate your understanding , we encourage you to review our Terms of service.

Bonuses and Promotions
15.1. BC.GAME® reserves the right to cancel any promotion, bonus or bonus program (including, but not limited to top-up rewards, invite friends to reward bonuses and loyalty programs) with immediate effect if we believe the bonus has been set up incorrectly or is being abused, and if the said bonus has been paid out, we reserve the right to decline any Withdraw request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely by BC.GAME®.

We appreciate your understanding and commitment to maintaining a safe and fair environment for all users.


Best regards,
The BC.GAME Team_Mkulet



In fact, this 15.1 does not contain a single word stating that in order to withdraw wagered bonus funds I must first make a deposit with my own money. This clause can be interpreted in absolutely any way, and I believe that this ban is completely unjustified in this case. Therefore, it is clearly a scam.

[yahoo62278]

That might explain "in a way" why your account got locked. They just happened to set the trigger point at an ultra-sensitive that one claim of bonus without depo raised the alarm. It's something that's easily turned and fixed once risk and compliance handle the matter [through your step of emailing recovery].

I hope so, but several days have already passed and there is still no answer.

It's not about the money, because the amount is insignificant, but about them fixing it.

p.s.

I finally received a response from support, but they are not going to unblock my account and claim that I violated their rules by making a withdrawal, and that unblocking is impossible. This is actually the first casino that has acted this way without any warning at the time of withdrawal — just a permanent ban. So I can't recommend BC.Game for participating in promotions and, most likely, for playing there at all.


Here is their response that I received via email:


 Hello,


Thank you for contacting us

After reviewing your account, we regret to inform you that it has been permanently locked due to bonus abuse, which is in violation of our Terms of Service. As outlined in our policy, we reserve the right to suspend or close accounts, withhold winnings, and apply funds toward any damages. BC.GAME has the final authority in determining any breaches of our rules, which may result in account suspension or permanent restriction.

We truly understand this may be disappointing. However, please be informed that this decision is final as per our policies, and we are unable to accommodate further appeals. We appreciate your understanding , we encourage you to review our Terms of service.

Bonuses and Promotions
15.1. BC.GAME® reserves the right to cancel any promotion, bonus or bonus program (including, but not limited to top-up rewards, invite friends to reward bonuses and loyalty programs) with immediate effect if we believe the bonus has been set up incorrectly or is being abused, and if the said bonus has been paid out, we reserve the right to decline any Withdraw request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely by BC.GAME®.

We appreciate your understanding and commitment to maintaining a safe and fair environment for all users.


Best regards,
The BC.GAME Team_Mkulet



In fact, this 15.1 does not contain a single word stating that in order to withdraw wagered bonus funds I must first make a deposit with my own money. This clause can be interpreted in absolutely any way, and I believe that this ban is completely unjustified in this case. Therefore, it is clearly a scam.

I agree with you as far as I see nothing that states you need to deposit before being able to wd and that they need to communicate that when giving bonuses to users, but it's a lesson learned now that was at least free money. Now you know don't waste your time playing there if they aren't clear with their terms and look to just be trying to find ways not to pay users.

[Cryptmuster]

I agree with you as far as I see nothing that states you need to deposit before being able to wd and that they need to communicate that when giving bonuses to users, but it's a lesson learned now that was at least free money. Now you know don't waste your time playing there if they aren't clear with their terms and look to just be trying to find ways not to pay users.

Absolutely right. Moreover even though I consider this casino quite convenient for betting, I wouldn’t play there with my own money either, because I’m not sure if I would be able to withdraw my funds, maybe my account would be blocked.

This can be taken as a lesson, but I'm not sure I'll deposit money at every casino where I win a bonus. I've never encountered such a requirement at any casino before. Perhaps in the future, when I withdraw from a new casino, I'll check with support about possible withdrawal requirements (but it's a little wierd).

[Coyster]

In fact, this 15.1 does not contain a single word stating that in order to withdraw wagered bonus funds I must first make a deposit with my own money. This clause can be interpreted in absolutely any way, and I believe that this ban is completely unjustified in this case. Therefore, it is clearly a scam.

Woah, hard to disgaree with you. So according to their interpretation of your case, withdrawing a bonus without depositing, even after fulfiling the wagering requirement is considered to be bonus abuse. That is surprising i must say and i don't think any casino should be doing thing as they'll definitely scare off customers.

This can be taken as a lesson, but I'm not sure I'll deposit money at every casino where I win a bonus.

Same here. You can get players to register an account in the casino, by either requiring their casino username or address, which is normal. But to request a deposit, in addition to a wagering requirement seems a bit too much.

[holydarkness]

[...]
p.s.

I finally received a response from support, but they are not going to unblock my account and claim that I violated their rules by making a withdrawal, and that unblocking is impossible. This is actually the first casino that has acted this way without any warning at the time of withdrawal — just a permanent ban. So I can't recommend BC.Game for participating in promotions and, most likely, for playing there at all.
[...]

I see. I am truly sorry that I can't help any further like before. Usually, it'll just need my contact [who on a rather higher end of each of their division] to personally review the case and see that it's a mistake and issue an order to reinstate your account. Ahh well let's just see this as one less customer for them.