BC.Game Casino - プレイヤーのアカウントが制限されました。

Despite fulfilling all wagering requirements for two bonuses at BC.Game, my account remains restricted and my rewards have not been released. I have contacted support multiple times, but no resolution has been offered, and I am blocked from placing any further sports bets despite verifying my account as requested.

Dear alvingashema6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Do I understand correctly that you accumulated your winnings with an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your response and for looking into my issue.

To answer your questions:

I focused primarily on casino and sports betting.

Yes, I completed verification successfully before losing access to key functions of the account.

Correct, the winnings were accumulated with an active bonus — specifically the 200% LCFC New User Bonus, which required a 10x wagering of the bonus on bets with odds 1.5 or greater.

The issue I’m facing is that even after completing all required wagering, the bonus remains marked as "incomplete." I provided screenshots and bet history to support this, showing that the terms were met. However, the support agent repeatedly refused to properly review my screenshots and kept copy-pasting the same response, stating that I need to wager more — without explaining what exactly is missing.

This is very frustrating as I’ve met the criteria and followed the terms strictly. I will attach the support chat screenshots as evidence to show that I’ve made every effort to resolve this and that my communication was clear and polite. Thank you again for your time, and I truly hope you can help bring this to a fair resolution.

It seems to be a maximum attachments if there is more needed please don't hesitate to ask me anything!

I wanted to inform you that, according to the support chat transcripts, the support team themselves confirmed that the wagering requirement has been completed. However, they also asked me to wait 48 hours for the bonus status to update.

Unfortunately, it has now been over 4 days, and nothing has changed the bonus still appears as ongoing, and I have not received any follow-up or resolution.

To support my case further, I will be sending additional files to your email, including more screenshots of my bet history and the support chat. These clearly show that I’ve met all the bonus terms including the required 10x wagering on bets with odds of 1.5 or greater yet the system has not updated and no one has provided a clear reason why.

I appreciate your attention to this matter and hope this additional evidence will help bring a fair and timely resolution.

Thank you for your reply, alvingashema6. I apologize, but since you experience issues related to a sports betting bonus, we won't be able to assist you further. We only focus on mediating complaints about online casino issues. We don't have enough insight into the sports betting field of online gambling, therefore, we wouldn't be able to interpret the casino's results of the investigation or their explanation correctly, judge this case fairly, or advise further steps. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.