BC.Game Casino - A retirada do jogador foi cancelada.

This is the second claim at BCgame.

Please forgive us if it is difficult to understand due to the use of a translator.

Timeline

7/28

I noticed that my drawer was locked again and contacted my VIP host.

7/29

Host tells me that I cannot withdraw money without completing KYC verification now.

But I completed advanced KYC on 5/27/2024.

So I asked what else I need to submit.

7/30

Host responded and said "I will contact you when there is progress".

8/2

I contacted them twice after that and received a reply saying, "Confirmed with the relevant department. There is no updated information at this time," was the reply, which I did not understand.

I came to Casino Guru for help because KYC has been completed up to the second step and I don't know the cause.

Additional Information

I have made several deposits and withdrawals since the last time my funds were locked.

I play table games, slots, original games and live games.

I bet a lot and get a lot of bonuses, but most recently I bet $100 on Plinko and got $60,000 and $200 on Crazy Time and got $20,000.

Slot and table game bets range from $500 to $1,000.

Please help me to solve this problem.

Translated with DeepL.com (free version)

Hello sainome12,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

On 5/27/2024, passport and other documents are approved and the second stage of advanced KYC is certified.

Last spoken with on 8/2.

'I checked with the department in charge. No updates at this time."

I received a reply saying

Best regards

8/7/2024

When I try to log in to BCgame, it says "account verification required" and won't let me log in.

As I keep saying, advanced KYC was authenticated on 5/27/2024.

Please please help me.

Hello sainome12,

We are currently in touch with the casino awaiting additional information regarding your complaint.

Please do me a favor.

 How is your progress since then?

Have you heard from the casino?

Hello sainome12,

Not yet unfortunately. I've contacted them again today so we will be awaiting the answer.

I understand.

I really don't understand why I can't log in suddenly without any notice.

Please keep us posted.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear BCgame

Please respond to our request.

This user identified a pattern in one of the games from the game provider, allowing them to accumulate a significant amount of Wager and resulting in a considerable Bonus. The game in question has now been taken down.

If the user wishes to unlock their account, we are willing to do so, but the Bonus previously issued will be deducted. If the account balance is insufficient for the deduction, no further weekly or loss bonuses will be issued. If the user agrees to these terms, we will deduct the remaining balance and return the account to them.

This user has been exploiting the bonuses for over 3 months and provider and our risk team has been checking his activity along and found that the Blackjack games he was playing and wagering on were some how being tricked. 

Isn't that reason indeed terrible?

Yes, I like blackjack and I play it a lot, but what do you mean by abuse?

I chose to play blackjack with this provider because of the following reasons.

The betting limit is high. Other games have a lower limit, like $100.

I bet $500 a time on blackjack, which limits the number of blackjack providers.

The speed of the game is fast. I don't like live blackjack because of its slow pace. I prefer to play video games that are fast-paced.

The provider is well-known and reliable in Japan.

For the above reasons, I only played blackjack because it was the only game I could find that had high stakes and the fastest speed.

I don't think it is possible to abuse the famous card counting due to the nature of the video game.

I was just playing a game that you had prepared.

I've been playing other games as well, and I think the main reasons for the increase in my balance this time were the $600 slot jackpot for free spins, the $20,000 jackpot on a $200 Crazy Time bet, and the $60,000 jackpot I won on a single $100 Plinko's high risk.

I can only think that the casino is trying to confiscate my big win this time for some appropriate reason.

Gambling is about enjoying luck. It is too much to confiscate just because a player happened to win by volatility.

Even if there is some problem with blackjack, as the casino claims, players have no way of knowing the programming of the games offered by the provider. Rather, they have to play with the belief that all games, whether live, slots, or video, are always fair. I believe that's what casinos are for, to believe that and enjoy winning by luck.

I think it is wrong to blame the player for the provider's mistakes just because he/she believes and plays the games provided by the BCgame side.

You mentioned abusing the bonuses, is it abusing the fact that you got a lot of bonuses? BCgame's VIP system is that if you bet a lot, you get a bonus in proportion to that. How can you claim extra bonuses? It would be impossible.

If that's the theory, would higher VIPs than me be treated in the same way?

My claim is that I was just playing the game I liked, trusting that it was fair.

If there was some mistake in the game, it is the provider's or casino's responsibility.

If there is a machine that falls under the reasons I chose the above in the first place, I would play other blackjack games. That's all I could find in my search.

If you blame the player for the problematic game, then everything you believed to be fair is destroyed.

There should be no mistakes in a game that is offered through a vetting agency.

I believe that we are releasing games because they have been reviewed and deemed fair.

If there was a problem with something that had been reviewed, did you make any changes to it after the review and release it?

The casino sends the bonuses according to the rules of BCgame's VIP system, so there is no way that players can claim them illegally.

The balance increase this time was mostly due to jackpots won in games other than blackjack. I didn't only play blackjack.

Dear Casino Guru.

Am I wrong in my assertion?

Translated with DeepL.com (free version)

Please forgive me if it is difficult to understand in places due to the translator.

Hello sainome12,

We have requested the casino for additional information regarding this issue. We would like to see some kind of evidence either from the casino or from the game provider directly as it has not been yet described how did you abuse the system in case you really did.

Please keep in mind that if the abuse was found by the game provider and not the casino only, there is hardly anything we or the casino could do as they can't pay out the winnings not approved by them and they have to follow their decision.

Yes, sir.

If you really claim that there was a mistake in the provider's system and I exploited it, shouldn't the provider notify all casinos and stop the game now?

It seems that other casinos can play the game as usual.

What do you think?

Have you made any progress since then?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Still no progress?

Dear sainome12,

We have received further information from the casino but unfortunately, still not enough. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes, sir.

Thank you for your continued cooperation.

Hi sainome12,

I'm taking over your complaint.

Dear BC.Game Casino team,

Please explain what happened regarding the alleged abuse in detail. I understand the player made numerous wagers and received several bonuses, but we haven't identified any abuse thus far. Were the funds in his account real money or bonus money? If it was bonus money, was the wagering finished?

Dear BCgame

Please respond.

？？？

Hi sainome12,

I received a message from the casino. They should respond soon.

We are waiting for you.

Hi sainome12,

I'm discussing the issue with the casino on Skype. I will keep you updated.

Yes, sir.

Thank you very much for your cooperation.

Hi sainome12,

We still haven't received a satisfactory explanation from the casino of what happened in your account. We are continuing with the discussion.

Yes, sir.

Thank you for your continued support.

Hi sainome12,

I'm currently waiting for a reply from the casino.

Still no proper answer from the casino?

Hi sainome12,

As it appears, we will have to wait till Monday for more information. Sorry for the inconvenience, I imagine how frustrating this must be but we can't make any progress without the data.

Yes, sir.

Thank you very much for your kind attention to BCgame's slow response, Peter.

Have you heard from BCgame?

Hi sainome12,

Unfortunately, I haven't received any further messages from the casino yet. In the worst-case scenario, the complaint will be closed as unresolved which will affect the casino's safety index. Also, I will try to set a meeting with a casino representative in person for next week.

Yes, sir.

I would like to ask BCgame to be sincere.

Hi sainome12,

We received a response from the casino with some additional data. Since we need a better explanation of what happened, we scheduled a personal meeting with the casino representatives for next week. I will keep you updated.

Yes, sir.

Thank you very much for your cooperation.

Hello sainome12,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes, sir.

We are waiting for you.

Hello sainome12,

Unfortunately, I don't have any good news for you. Despite our efforts and waiting, the casino stopped responding. We still haven't found out what actually happened. I’m afraid there is not much that can be achieved without proper cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority GCB (info@gcb.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of BC.Game Casino. We received the following message:

"Following a specialized internal investigation, we have confirmed that the funds in the account were real balance funds. However, according to the joint audit conducted by our system and the game provider, these funds were obtained through the exploitation of a vulnerability within the game provider’s system.

To prevent further losses and to maintain a fair and secure gaming environment, we have taken action to freeze the account in accordance with our platform policies."

Dear BC.Game Casino team.

Could you please specify the abuse mentioned above?

Dear Peter,

I have send email to your email box, plz check

Hi all,

Thank you for your replies.

Dear BC.Game Casino team,

We have reviewed the email thoroughly and have sent our reply. As we are unable to confirm that the player violated the casino's terms and conditions solely based on the notion of "wagering too much," we believe that the player should receive their full payout.

Dear Peter,

Thank you for your response and for reviewing the case.

We understand your concern that "high wagering alone" should not be considered a violation. However, our decision was not based solely on wagering volume, but on the combination of gameplay patterns, bonus utilization, and statistical outcomes that indicate systematic exploitation of the platform.

To provide further clarity:

• Total Deposit: 379,918  

• Total Withdrawals: 479,428  

• Total Bonus Received: 430,943  

• Net Profit: 183,269  

From a data perspective, the key issue is not the wagering amount itself, but how the bonus system was utilized.

1. The player received bonuses exceeding their total deposits (430k bonus vs 379k deposit), without a corresponding game win profile. This is not consistent with normal gameplay behavior.

2. When isolating gameplay performance, the player was in a net loss position in actual game outcomes. The overall profit was generated primarily through bonus accumulation rather than game winnings.

3. This pattern strongly indicates structured bonus exploitation, where gameplay is optimized not for entertainment or standard play, but to maximize bonus extraction through repeated low-risk, high-turnover strategies.

Such behavior falls under prohibited advantage play and bonus abuse as defined in our Terms & Conditions, including:

- Exploiting promotional systems to generate disproportionate bonus value  

- Using gameplay strategies designed to minimize risk while maximizing bonus conversion  

- Creating artificial turnover without genuine gameplay intent  

We would like to emphasize that this is not a case of a player "winning too much" or "wagering too much", but rather a case of systematic exploitation of promotional mechanics.

Due to the nature of these strategies, they often do not appear as obvious violations when viewed from a single metric, but become clear when analyzing the full dataset and behavioral patterns.

We remain open to providing further clarification if needed, but based on the above, we believe the restriction applied to this account is consistent with our Terms and Conditions.

Best regards,  

BC.GAME Team

Hi all,

Thank you for your replies.

Dear BC.Game Casino team,

After reviewing your latest comments, I must state that our position remains unchanged.

While you have reiterated that the player’s behavior was "abnormal" and aimed at maximizing wager-based rewards, this does not alter the key facts of the case:

• The player’s activity was conducted within the functionality allowed by your platform at all times.
• No evidence has been provided demonstrating a clear breach of specific bonus terms and conditions.
• All wagers, bonuses, and rewards were system-generated and continuously permitted by the casino over an extended period.

Describing the behavior as "exploitation" after the fact does not suffice unless it is tied to explicitly defined and communicated rule violations. Strategic or high-frequency play alone is not grounds for confiscation where the system itself enabled and rewarded such activity. Furthermore, the argument that the player’s rewards became "economically disproportionate" is not a valid basis for retroactive action. This outcome is a direct consequence of your reward system design and risk controls, which remained active and unrestricted throughout the player’s activity. In short, the latest response does not introduce any new evidence of wrongdoing by the player, only a recharacterization of permitted behavior.

Additionally, I note the player’s comments indicating that they were initially accused of a different form of abuse, and that the reasoning appears to have shifted during the course of the case. This inconsistency further weakens the basis for the current justification. As a conclusion, the player’s winnings should be paid in full, and the casino may proceed with account closure or restriction to prevent future play.

Dear Peter,

Thank you for your response.

We would like to clearly state our final position on this matter.

At BC.GAME, all account actions, including restrictions, bonus cancellations, and account closures, are governed strictly by our Terms and Conditions. In this case, the player’s activity falls under violations outlined in our Fraud and Abuse Prevention and bonus-related policies.

As stated in our Terms: https://bc.game/help/bonus

Fraud and Abuse Prevention

BC.GAME reserves the right to monitor user accounts and transactions for fraudulent activities. Any detected abuse may lead to the cancellation of bonuses, forfeiture of winnings, and potential account suspension.

This clause explicitly covers situations where user behavior demonstrates systematic bonus exploitation, regardless of whether each individual action was technically permitted by the system interface.

Key Clarification

The core issue is not whether individual bets were allowed, but whether the overall behavior constitutes abuse under the Terms.

From our analysis:

Total Deposit: 379,918

Total Bonus Received: 430,943

Total Withdrawals: 479,428

Net Profit: 183,269

The player received bonus amounts exceeding total deposits, while actual gameplay results reflect a net loss pattern. The resulting profit was primarily derived from bonus extraction rather than genuine gameplay outcomes.

This clearly falls within the definition of:

Exploiting promotional systems to generate disproportionate value

Engaging in gameplay strategies designed to convert bonuses with minimized risk

Creating artificial turnover without standard gameplay intent

On the Arbitrator’s Position

We respectfully disagree with the conclusion that enforcement cannot be applied unless tied to a single explicit rule breach.

Our Terms explicitly grant BC.GAME the authority to act on patterns of abuse identified through account monitoring, not solely on isolated actions.

If enforcement were limited only to predefined, narrowly scoped scenarios, it would render fraud and abuse prevention mechanisms ineffective, particularly in cases involving complex, multi-factor exploitation strategies.

Furthermore, the argument that platform availability equals permission is not aligned with standard industry practice. Monitoring and post-analysis are integral parts of risk control, and enforcement actions may be taken when abusive patterns are identified.

Final Position

The player’s behavior constitutes bonus abuse under our Terms

BC.GAME has the contractual right to restrict the account, cancel bonuses, and withhold winnings derived from such abuse

The applied measures are consistent with our Terms and Conditions

We also emphasize that arbitration decisions should be grounded in the applicable Terms.

Hi all,

Thank you for your replies.

Dear BC.Game Casino team,

After carefully reviewing everything in full, I must reiterate that our position, unfortunately, remains unchanged.

The latest replies do not introduce any materially new arguments or evidence that would justify a different conclusion. The core issue remains that:

• No specific and clearly applicable breach of the Terms and Conditions has been demonstrated.
• The player’s activity, while high-volume and potentially strategic, was fully facilitated and accepted by your system over time.
• The reasoning provided continues to rely on characterising the behaviour as "abusive" or "exploitative," without substantiating this with clear rule violations.

As such, we do not consider that the casino has presented sufficient or properly grounded arguments to justify the confiscation of the player’s winnings. The complaint will be returned to unresolved status with full blackpopints until a satisfactory solution is provided.

Dear sainome12,

Unfortunately, it looks like we won't be able to convince the casino to pay you. Should the casino decide to change its position, you will be notified by email. I wish I could be of more help.

Best regards,

Peter