I do not know why BC Game have not replied but they still have just under 48 hours to send a reply according to CasinoGuru on their platform. Until they post here or there with their side of the story we will not see the full picture but having said that, they should have posted by now. Hopefully they will post here soon or opt to engage with you solely on CasinoGuru.

Are you able to post screenshots of all of your correspondence with BC Game. If you can it will help all of us much more to further understand more about the situation.