3 weeks is a long time to wait for one member to resolve a problem. Perhaps, BC.game is experiencing serious problems in their casino, so they are delaying solving many problems or complaints experienced by their members. Perhaps some people have the same problem as you but haven't complained about it or are still patiently waiting.

And my advice may be like other friends. Try to keep asking about your case in the support service and the ANN so that it will attract the attention of BC.game representatives. I've never had a problem like you, so I'm sorry I don't know and can only suggest as other friends did.