Platform: BC.GAME
Username: Jnwlvnwkoyb

Summary:
About two weeks ago, my account with significant funds was "permanently closed" for "violations of our Terms of Service involving prohibited techniques." Live support directs me to email support, but email support replies with the same message to my every inquiry. Account closed, funds withheld, support unresponsive.

Background:
I have been playing on BC.GAME since November 2023. Since then, I have deposited over $30,000 and withdrawn over $20,000. According to my bonus page, I have received about $600 in bonuses, excluding lottery ticket vouchers and level-up spin crypto rewards, which were negligible. Unfortunately, I have been using the 'Vault Pro' to hold crypto assets recently, earning about $200 in interest so far. At the time of my account closure, I had over $74,000 in various crypto assets, most of it in the 'Vault Pro'.

What happened:
Two weeks ago, on July 13, I tried to withdraw funds after a significant win. However, I was unable to do so because my withdrawal rights were suspended. It had been about two weeks since my last withdrawal, and I hadn't visited the withdrawal page since then, so I was unaware of this until that point. I contacted live support and was informed that I must wait for a technical team inspection.

On July 15, when I tried to log in, I received an "Account verification needed" error message. I contacted live support again, and they told me to reach out via email. https://pastebin.com/0tZpTR85

So I did. The whole conversation can be read here: https://www.talkimg.com/images/2024/07/29/4lAMJ.png

In their reply, I was informed that:

Quote

... After conducting a thorough review of your account activity, we regret to inform you that there have been violations of our Terms of Service involving prohibited techniques. Such actions are strictly forbidden and undermine the integrity of our platform.

As a consequence, your account has been permanently locked. This decision is final and is in accordance with our Terms of Service, to which all users agree upon registration. ...

Please note that the decision to permanently lock your account has been made after a thorough and fair investigation. ...

I believe I did not breach their ToS, so I asked for further information about what they mean by "prohibited techniques." I also asked about their intentions with the funds in my account.

In response, they sent me the same message again.

The following part of their ToS addresses prohibited techniques:

Quote

2.1.13. You accept and acknowledge that we reserve the right to detect and prevent the use of prohibited techniques, including but not limited to fraudulent transaction detection, automated registration and signup, gameplay and screen capture techniques. These steps may include, but are not limited to, examination of players' device properties, detection of geo-location and IP masking, transactions and blockchain analysis.

https://www.talkimg.com/images/2024/07/29/4lmzd.png

I have not used any of these techniques. Recently, I did play in a somewhat unusual manner, which involved playing the same game simultaneously with multiple different currencies. However, I believe this playstyle complies with their Terms of Service.

Nonetheless, their ToS also states the following:

Quote

8. Breaches, Penalties, and Termination

8.1. If you breach any provision of this User Agreement or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.

https://www.talkimg.com/images/2024/07/29/4lP0z.png

So even though I believe I was ToS compliant, they can close my account based on just suspecting I breached it. This is something I cannot argue with, as it is in the ToS after all.

In my next message, I acknowledged and accepted their decision, asked them to withdraw my funds from the Vault Pro, and send them to me. I also asked them to provide a detailed list of any damages and their associated costs if they decide to withhold any of my winnings to cover 'damages' I have caused. (Hopefully not much - if any - as a very large portion of my winnings are from various providers' network promotions over the year: daily drops, tournaments, races, etc. All of which - I believe - are funded by the providers and not out of BC.GAME's own pockets.)

And I got the same reply. Again.

So this is where I am right now: the account is permanently closed, about $74,000 worth of crypto is withheld, and the casino refuses to properly communicate.

What I request:

Provide sufficient information about the reason for the ban. Which point of the ToS do they suspect me of violating? What evidence do they base their decision on for closing my account? How was this "thorough and fair investigation" they refer to conducted?
Release my funds. If they were to withhold any part of it to cover the 'damages' I have caused, as per 8.1 ToS, provide sufficient evidence of said damages and their associated cost.

Thank you for your attention.

MFreM

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