What Happened
A player from Japan says about 1.3 million yen of bonus money sat in their BC.Game account for months because the casino's yen withdrawals were switched off with no date for their return. The player says they normally play in crypto and had cleared the wagering, but that support told them the yen balance could not be converted. Once the mediator stepped in, BC.Game explained that redeeming a code would turn the yen balance into crypto, and the player confirmed the problem was solved.
How It Developed
- 2026-08-13Complaint opened. The mediator asked whether support had been contacted about the yen balance and whether the player had ever deposited yen.
- 2026-08-24A resolver asked BC.Game to confirm whether the full balance was withdrawable and what alternative it could offer.
- 2026-08-25BC.Game answered privately, then said publicly that the player only had to redeem a code to receive the equivalent crypto, which could then be swapped to any coin.
- 2026-08-28The player reported the issue was fixed and thanked both sides.
- 2026-08-30The mediator marked the complaint resolved.
Resolved
BC.Game gave the player a code to convert the yen balance to crypto, and the player confirmed it worked.
What Helped
Getting a casino representative into the thread. Support had told the player the balance could not be converted; the representative produced a redeem code that did exactly that within a day. If a fiat payout rail is down, ask directly for a conversion to crypto.