I understand your concern now and also there’s a lot other technical issue and bug about bc.game including the withdrawal function after KYC and many more. Do you try to contact them through email support. I also try to use their live support feature without any account login. Try to logout then contact support using the live support icon.
If support won't work then go to their telegram channel which is available on the bottom page. Bc.game representative is very rare to online and answer question here. I believe that this is really a bug after reasing a lot of same complaints on our local gambling group on social media for bc.game. I think they are reducing bonus now to the players.