BC.Game Casino JP - Player is denied bonuses after significant deposits.

I was unable to receive the bonus that I was told I was eligible to receive.

I confirmed multiple times, and each time I was told I was entitled to the bonus, so I believe the casino is responsible.

Additionally, I made a large deposit to meet the bonus requirements, which resulted in a loss of approximately $7,000 before I could make a withdrawal.

There are three bonuses involved this time.

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Promotion ①

Weekly Deposit Bonus: Deposit at least $30,000 to get a bonus between $1,000 and $12,000!

Regarding this, I was told I could receive 6% of the total deposit amount as a bonus. I deposited more than $200,000, so I am entitled to a $12,000 bonus.

Promotion ②

Weekly Single Deposit Bonus: Get an additional 3% bonus, up to $3,000, when you make a single transaction deposit of $20,000 or more each week!

Contact your VIP host once a week to claim this bonus.

I do not meet the requirements for this bonus.

Promotion ③

Monthly Accumulative Bonus: Deposit over $500,000 in one month to earn an additional 3% bonus, up to $25,000!

Regarding this, I deposited over $840,000 in a month, so I am entitled to a $25,000 bonus.

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Even though I am entitled to a total bonus of $32,000, the casino refused to send the bonuses.

The reason given by the casino for not receiving the bonuses is as follows:

""""The promotion started on September 19, but your account was registered on October 10, so we sincerely apologize, but you are not eligible for the bonus deposit reward. This event is exclusively designed for loyal VIP players and is only available to invited participants. Thank you for your understanding.""""

However, that is not stated in the bonus terms and conditions. Moreover, I have confirmed multiple times through support chat whether I am eligible for the bonus.

Despite this, the refusal to send the bonuses, leaving only losses, feels akin to fraud.

I would like the casino to acknowledge my eligibility for the $32,000 bonus and deliver it to me.

Dear omochi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any bonuses whatsoever since you opened an account in the casino? Which ones?
• Could you please share the links or screenshots of the promotions you are referring to in your post?
• Have you asked the casino to provide any alternative bonuses to you instead? With what result?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your prompt response

Have you received any bonuses since opening your account with the casino? Which ones?

The main bonuses received were

・VIP level promotion bonus

・Recharge (received according to the amount of bets made over a specific period)

・Weekly cashback bonus (based on weekly losses)

・BC Coin (Casino tokens distributed according to the amount of bets during a specific period)

These are the four points.

●Can you share a link or screenshot of the promotion you mention in your post?

There are no links or promotional pages on the casino site for this promotion, all information was provided via VIP support chat.

Also, we had talked about the promotion in chat before 10/18/2024, but for some reason the chat was deleted, so only the message history from 10/18/2024 onwards remains. I have attached screenshots in my previous post, so please check them out.

Below is a quote from the chat, so please check it out.

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Deposit and get 3 exclusive bonuses!

Weekly deposit bonuses:

Deposit at least $30,000 and get a bonus ranging from $1,000 to $12,000!

Weekly Single Deposit Bonus:

Deposit over $20,000 in a single transaction each week and receive an additional 3% bonus, up to $3,000!

Contact your VIP host once a week to claim this bonus.

Monthly cumulative bonus:

If you deposit more than $500,000 in a single month, you'll receive an additional 3% bonus, up to $25,000!

Promotion Period (UTC+0):

• Week 1: September 19th to September 29th (ending September 30th)

• Week 2: September 30th to October 6th (ended October 7th)

• Week 3: October 7th to October 13th (dated October 14th)

• 4th week: October 14th to October 20th (ended October 21st)

Important reminder:

• New bonus opportunities every week!

• This offer is exclusive to VIP clients.

• 1x wagering requirement required before withdrawal.

Start earning rewards today!

BC.GAME Team

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●Have you asked the casino to offer you a different bonus instead? What was the outcome?

We have not done anything like that.

Thank you very much.

P.S.

In the main text of my previous post, I stated that I had not received the $32,000 bonus, but this is a mistake; it should be $37,000, so I would like to correct that.

$37,000 is correct.

Dear omochi,

Do I understand correctly the promotional text was shared with you by your VIP manager only?

Have you made the new deposit after your VIP status was achieved?

Thanks in advance for your reply.

Hello,

This promotion was exclusively available for selected people who received this promotion via email only. If you have received any email from our side, can you please send me a screenshot of the email? If any support chat has provided you with this info, please provide a screenshot of that.

Best Regards

Panda - BC.GAME

Am I correct in understanding that the promotional text was only shared by the VIP manager?

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Yes, that's right. It's all done through the support chat.

Have you made any new deposits since achieving VIP status?

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I've made deposits multiple times.

This promotion is only open to select individuals who received this promotion via email only. If you received an email from us, can you send us a screenshot of the email? If this information was provided to you in the support chat, please provide a screenshot of it.

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I have not received any such explanation, and no such conditions are mentioned in the promotion details.

And as I've said many times before,

I have repeatedly checked in the support chat to see if I am eligible for the promotion.

Frankly speaking, even though you stated in the chat that I was eligible for the promotion, why did you later say that I was not eligible unless I received an email?

Also, we have already sent you a screenshot of the chat contents. Please check.

Also, for some reason, the history of transactions made before 18/10/2024 has been deleted. I assume that the casino deleted it, but could you tell me the reason for the deletion?

Hello,

Unfortunately, if you haven't received the email about this promo, it doesn't apply. It was an exclusive event for selected VIP players who had their accounts made prior to September and received the email related to it. We run these special events every month, so look out for future events when you receive the email. Good luck.

Best Regards

Panda - BC.GAME

Dear omochi,

I checked the screenshots you submitted between you and live chat however I cannot see any chat sending you this particular VIP offer.

Could you please provide a screenshot of the chat where this promotion was presented to you by the VIP manager or chat?

Please explain why chats before 10/17 have been deleted. I just happened to take a screenshot of this.

Dear Panda,

Could you please comment on the presented screenshot, as it appears the offer was extended to the player?

Dear omochi,

I was in contact with the casino representative outside of the thread and I believe the casino works on a fair resolution of the issue

Kindly let us know any updates you receive and any obstacles you might face.

I'll await your reply.

Thank you. There are no particular updates at the moment.

BC.Game

To Panda-san

Could you please comment on the screenshots presented as it looks like the offer has been made to players?

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Can you provide an answer to this?

Dear omochi,

From the information I received from the casino representative, you already wagered your deposits and withdrew your funds from the casino. As such we no longer believe you are eligible for bonuses and we can't pursue your complaint and have to reject it, despite the promotion being offered to you previously. I apologize for not being able to help you in this situation.

We decided to not intervene in this matter as in general we respect online casinos to make their own decisions regarding who receives loyalty rewards and who does not.

Even though we couldn't help, please do not hesitate to contact us if you run into issues with any online casinos in the future.

Best regards,

Tomas