BC.Game Casino - Player awaits refund for unauthorized bets.

I am due a refund for two bets that were placed by the system mistakenly during a malfunction. The Stop Loss Feature was what has been malfunctioning. It was set at $10 dollars. But due to a system error/malfunction two unauthorized bets were placed by the system during a play session in classic dice. 

The first was an unauthorized bet was $43.81 dollar placed by under a malfunctioning system which shouldn't of been able and wasn't authorized to place. The stop loss is the feature that remains and is the cause and reason and ut had not worked on that bet and it didn't stop there. In less than a second it was followed by another unauthorized bet of $569.54 dollars. 

This issue was issue was raised, investigated and confirmed. I was thank for letting you guys know about it and I have been told by support the error/problem had been fixed. 

I am due a refund for these two bets. They were unauthorized and unapproved and placed by the system during and be sure of a malfunctioning feature.

I was told I would receive swift resolve and refund of this issue. This has not been the case. It is now over a week and I have not been refunded back my money. I have reached out 5 different times now, allowing 24-48 hrs in-between like I am asked each time. And Everytime I get the same thing. The agent says they raised the concern and to wait 24-48 hrs for update.

Yet each time it doesn't get the result that is needed. And that is a full refund if the two bets and the money placed back in my account wallet. I have provided all screenshots and documentation to support and have the ticket number 6528290. I have attached screenshots of each of my conversation with support agents sense this first happened to this email for help and reference points.

This is a brand I have trust and place I love to play, and a VIP level of 23 I would hope this to be the final action needed by me to get this resolved.

Thanking you kindly 

Keith Al**** J**** Jr.

Hello keithjannjr,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when are you waiting for the refund? When was the last time you spoke to the casino and what was it about? Can you please forward the refund confirmation from the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified. They requested identificationbasically immediately after registering so that would've been October 2022. Also I have been waiting for a refund sense the my support ticket was first addressed. I wasn't sent an email confirming the refund but I was promised by support that one would be made. Specifically when I requested one and was told by the first agent that wrote my support ticket initially that once it was investigated the malfunction and could confirm it that they would correct any errors made during play and that I would then be able to receive a refund. The error supposedly got fixed and last I spoke to them was yesterday and they state that they are going to make this right.. That there is reason for concern sense this was confirmed fixed but no refund issued. They were reaching back out to the development team. I have screenshots of this.

Hello I just wanted to update you and let you know I was just told that I was sent the refund for the bets. However I have not. I will be sending the screenshots over to you. I would also like to update you and let you know that I was sent an email from bc.game that said my interpretation of how the stop loss feature works was wrong. That it's based on how much I profit over the course of playing the game. Whether thats correct or not these bets their system placed on my behalf were unauthorized and there was an issue with their system.. this was confirmed by support and through my ticket.. Which now has finally shown through however still have not been sent the funds even though they claim to have. Chat support doesn't know where my funds were sent to, only that the bets have been refunded.

Hello keithjannjr,

If the casino already approved the refund, I would probably recommend to wait a few more day for it to appear on your account.

Please let me know by the beginning of the next week if it's been added.

They sent me another email that said they're not sending me a refund.

I sent you an email containing a document that will shed some insight into the details but also to be completely transparent. I still haven't sent or provided you all the chat transcripts from each of the times I reached out to live chat support but if it's needed I will. The email support and live chat support are in two completely different worlds as they are stating the complete opposite of one another as you will see in that document I sent

Dear keithjannjr,

After checking the communication with the casino regarding the matter, it is now clear that the stop loss feature works based on your total win/loss amount not that if you lose 1 bet it will stop the progress.

As the system is set automatically, I doubt that there would be any error. Basically, if your wins are higher than your lost balance, the system had no reason to stop the bets.

Is there anything else we could assist you with?

Dear keithjannjr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I mean being that every single customer support agents stated that I was due a refund, then I had two confirm a refund was sent. Then to be told no I don't get a refund is kind of messed up.

Dear keithjannjr,

I would recommend to turn to licensing authorities and the regulator of the casino as they have better insight of the casino's responsible gaming section.

Meanwhile, we will be unfortunately forced to reject the complaint.

Best regards,

Nick