Dear Sharxan,  

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

• When did you create your account? Where were you located when you created the account?
• Have you accessed your account when located in Ukraine only using a VPN with a Czech IP address?   
• Did you pass the verification before you lost access to the account? What address was set in your profile?
• Have you ever used a public Wi-Fi network to access your casino account (e.g., in a shopping center or through public city Wi-Fi)?
• Did you use only one device to log in to your account?

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,

Natalia

Hello, I can’t remember exactly when I created my account, approximately April May 2025, I was in the Czech Republic, went through full verification, confirmed my email and mobile number, and connected 2FA.

I DID NOT ENTER from the territory of Ukraine. You misunderstood me, I have a Ukrainian SIM card installed in my phone because roaming for a month in Europe costs only $ 10, and in order to enter the bc.game website from Ukrainian roaming, you need a VPN.

I can't remember exactly what address I used for registration, I think it was Ukrainian because I registered using a Ukrainian passport, but I can confirm any address, Czech or Ukrainian, I have rental agreements and utility bills. Yes, I connected to the site from a public Wi-Fi.

To log into my account, I use two devices: my iPhone 15pro max and my home desktop PC running Windows.

I have traveled a lot lately, I have hotel reservations in my name, paid bills, plane tickets, I explained all this to support and sent screenshots of hotels and tickets, they responded with the same thing that I am blocked.

Здравствуйте точно не могу вспомнить когда создавал аккаунт примерно апрель май 2025 года , находился я в Чехии прошел полную верификацию подтвердил почту и моб.номер , подключил 2FA .

Я НЕ ЗАХОДИЛ с территории Украины. Вы не правильно меня поняли , у меня в телефоне установлена украинская сим-карта потому что роуминг на месяц в европе стоит всего 10$ , и для того чтоб войти на сайт bc.game с украинского роуминга нужен ВПН .

Точно не могу вспомнить какой адрес использовал для регистрации думаю украинский потому что регестрировался с помощью Украинского загран паспорта , но я могу подтвердить любой адрес чешский или украинский , есть договора аренды и счета за коммунальные услуги . Да я подключался к сайту с публичного вай фая .

Для входа в аккаунт я использовую два устройства свой телефон iphone 15pro max , и домашний стационарный ПК на ос. виндовс .

За последнее время я много путешествовал , у меня есть бронировки отеля на мое имя , оплаченные счета , билеты на самолет , я это все объяснял поддержке и отправлял скрины отелей билетов , они ответили тем же что я заблокирован .

Thank you for the clarification, Sharxan. I have a few more questions for you:

• Can you please specify if you accessed your casino account during your travels, including abroad? Did you use VPN as well to keep a Czech IP?
• Did you accumulate your winnings with or without an active bonus? 
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

Вот фрагмент из письма отправленного мной в поддержку bc.game .

Travel History and Network Use:

May 24: Departed from Prague to Dubai

Booked stay at Radisson Blu Hotel, Deira Creek (VIP member, confirmation attached)

Used Ukrainian SIM + VPN (Czech) and hotel Wi-Fi to access BC.Game

May 26 – June 2: Stayed at Radisson Beach Resort Palm Jumeirah

June 2: Flew to Stockholm, Sweden

Stayed at Radisson Blu Royal Viking Hotel (booking attached)

Used local Wi-Fi, no VPN to access BC.Game

June 5 – 6: Temporarily used Kazakh SIM (Ukrainian SIM failed to connect in Sweden)

VPN may or may not have been active — I cannot confirm

June 6: Took a ferry from Sweden to Latvia

June 7: Arrived in Ventspils (Latvia) and flew from Riga back to Prague (boarding pass attached)

?? Device and Connectivity Info:

I use only one phone: iPhone 15 Pro Max

Contains two eSIMs (Ukraine and Kazakhstan)

Most access to BC.Game was through this device

VPN used only to bypass Ukrainian restrictions, always set to Czech Republic

Starting June 7, I have also been using my stationary PC at home in the Czech Republic, connected to local Czech Wi-Fi, without any VPN. This PC is secure and used only by me.

Бонус был активен но там не такие большие бонусы чтоб накопить даже эти средства , я больше всего был сосредоточен на ставках футбол теннис , и как раз мой аккаунт заблокировали когда была еще открыта ставка на 100$ , таким образом там 266 было на балансе и 100$ открытая ставка .

Thank you very much for your reply, Sharxan. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Sent to you by email

Отправил вам на почту

Thank you very much, Sharxan, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Sharxan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

The casino has provided us with evidence of multiple accounts but also with issues related to sports betting. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter