BC.Game Casino - O levantamento dos prémios dos jogadores está atrasado.

On January 5, 2015, after a withdrawal of 2315 USDT was returned, my account had withdrawal restrictions. I contacted customer service and was told there was an issue with my account, and I needed to wait 24 hours. After waiting the 24 hours the next day, my account was immediately kicked out and I was not allowed to log in. I contacted customer service again and was told I needed to wait 15 days. Despite seeking help from customer service through various channels, I never received a direct answer to my problem.

2015年1月5日提款2315USDT被退回后限制提款，之后找到客服询问，客服告知我账户出现问题需要等待24小时，第二天等待24小时后直接将我账户踢出不允许登录，后找到客服询问说需要等待15日。多方面求助客服没有正面回答过我问题。

Dear dengzhiwei101,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

My kyc verifications are all done, if you can get bc to provide the information on my account you can see it.

我的kyc验证都是完成了的，如果您能让bc公司提供我账户的资料您就可以看到.

Respected Commissioner Hello, may I ask you and the bc side whether the communication, waiting for a few days no reply, consulting customer service is still the same as previously claimed to wait 15 days

尊敬的专员你好，请问你和bc那边是否沟通过了，等待了几天一点回复没有，咨询客服还是和之前诉说的一样等待15天

Have you helped me with my inquiry?

请问您帮助我询问过了吗？

Dear dengzhiwei101,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear dengzhiwei101,

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.

My withdrawal has not been received and there is no information or new developments, please do me a favor it has been almost 20 days, thank you!

我的提款还未收到，而且没有任何信息和新的进展，麻烦您对我进行一下帮助已经过去快20天了，感谢您

Hello Dear Commissioner, I hope you will read this and let me know how my complaint is progressing, thank you very much for your help.

亲爱的专员你好，希望您看到这个消息后告知我，我的投诉进展如何了，非常感谢您的帮助。

Thank you dengzhiwei101 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear dengzhiwei101,

I have reviewed your case and am sorry to hear about the difficulties you are experiencing with the withdrawal process. I will reach out to the casino and once they respond, we'll find out what can be done to help you.

Dear BC.Game Casino,

I would like to invite you to participate in this discussion regarding the player's complaint. Could you please provide further information about the case? Specifically, I would appreciate an update on the current status of the player's withdrawal request and an estimated timeline for when it will be processed.

I look forward to your prompt response. If you have any supporting documentation, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Ok, I will send you the information they gave me earlier, thank you for your help Natalia.

好的，之前他们给我提供的信息我会发送给您，谢谢你的帮助娜塔莉亚。

I've sent it as per the other customer service request and I haven't received anything yet, can you Natalia please ask me when the account will be able to lift the restriction on withdrawals. Thank you.

我已经按照对方客服要求发送过了，至今还未收到任何消息，麻烦你娜塔莉亚帮我问下账户什么时候才能够解除限制提款。谢谢你。

Hello Dear Commissioner, I received an email reply immediately after contacting customer service today saying that my account has been permanently banned. Please help me to ask what is the reason for this. Why is it that after I contacted customer service, I was suddenly banned permanently and sent an email message after I had not heard anything before?

尊敬的专员你好，今天和客服联系之后立刻就收到邮件回复说我的账户被永久封禁了。麻烦帮我询问一下这是什么原因。为何之前一直没有消息，我联系之后就突然给我永久封禁并发送了邮件信息。

Dear dengzhiwei101, can you please confirm if you use only one device to log in to your casino account or if there are more devices you use? Are you aware of any members of your household who may have accounts in this casino, too? Can you confirm that the account you use is the only account you own?

Yes I made sure to only use one device to log into the casino account, no one in the family members has an account with that casino, I only have that one account. But they have sent me an email saying they have permanently blocked my account.

是的我确定只使用一台设备登录赌场的账户，家庭成员中没有人拥有该赌场的账户，我只有这一个账户。但是他们已经给我发送邮件说是永久封禁了我的账户。

Dear dengzhiwei101, my apologies for the delayed response. I will need to check a few more details with the casino representative. I'll let you know once I have more information from them or if I have more questions for you. Your patience is very much appreciated.

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 dengzhiwei101, my apologies for the late reply. I was on sick leave and couldn't get back earlier.

I have received all the necessary information from the casino representative, including supporting evidence for their claims that you have violated the Terms of Service of the casino. It was discovered that you have created multiple accounts on the platform using multiple devices. Unfortunately, this is forbidden in every online casino. Each player can only have one active account in their name.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia