The player from Cyprus had complained about misleading promotions at BC Game. He had been promised a personal host and bonuses upon reaching VIP level 38, and had deposited over 10k in the attempt. However, he discovered these rewards were conditional on eligibility that had not been previously mentioned. The player felt cheated and sought a refund. We had explained that we could not compel the casino to provide these benefits as each establishment had its own VIP tiers and rules. The player had provided evidence of the casino's promises, but the casino responded that the VIP program was invite-only. Despite the player's dissatisfaction, we had to reject the complaint as unjustified due to our inability to intervene in the casino's promotional offers.
BC.Game Casino - Player complains about misleading VIP program.
Amount: 10,000 USDC
BC.Game Casino
Safety Index:Above averageOther
REJECTED
Case summary
False advertising to secure deposits. I am very regular player at BC Game. Since i started playing, VIP hosts were being promoted that if you reach VIP level 38 you will assigned your own personal host and get perks, bonuses and much more. Due to this i was depositing and playing trying to reach VIP38 for the host. After over 10k in deposits and everyday playing i finally reached it, i was very excited and contacted live support to find out where is my host is. I was told in a few days i will be contacted, i have been told this every day for the past 2 weeks. Now they are saying i have to be eligible to receive a host! So after losing 10k to reach that level, i am very hurt, frustrated and feel cheated. Their website sill promotes the VIP38 host. I have attached proof. I was falsely led to believe this and spent alot of money so i want those funds returned.
Dear Tellz1,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
However, even if your casino VIP status has been upgraded, we are unable to compel the casino to provide those benefits. Each gambling establishment has its own VIP tiers, and we cannot dictate the rules or determine who should be eligible or not for each of VIP perks. This principle aligns with our approach of not intervening when a promotional offer is not granted to a player. The casino itself determines how it categorizes players into different levels and establishes the criteria for such classification.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Nick
It is stated clearly on their website as i have sent you
'Perks for VIP38+ Players:
VIPs who reach level 38 and above are entitled to exclusive benefits such as dedicated host service, Top-Up bonuses, Weekly Bonuses, and more.'
The complaint is about them not sticking to their own terms just like when you have cases of self exclusion, you refer to the terms and the casino is responsible for that.
You cannot promote this, get the players to aim for this VIP level then deny them what is clearly written on their website and advertised.
Hello,
To get more details about our VIP host program you can refer to our help desk https://help.bc.game/en/articles/7831311-perks-of-being-vip-70-on-bc-game this is currently a invite only based for all our active players with VIP 38+ (active players who exceed the VIP 38+ level also have the opportunity to receive an official invitation from BC.GAME and be assigned a VIP host. Currently, meeting a specific betting requirement is a prerequisite for receiving this invitation. As our BC.GAME family grows, we will gradually invite more VIP players to enjoy the prestigious services we offer for VIP members.)
Best Regards
Panda
You completely ignored my point, also i have screenshots from the 22nd of this month proving that on your website it states VIP38 players are entitled to a host. Here is the exact wording:
Perks for VIP38+ Players:
VIPs who reach level 38 and above are entitled to exclusive benefits such as dedicated host service, Top-Up bonuses, Weekly Bonuses, and more.
I have received none of these.
The fact that it changed and your website still had old information is not my problem. My claim stands and i will take this to your regulator if i have to.
Dear Tellz1,
Unfortunately, as I've stated above, VIP systems are considered as bonuses and good will of the casino and it is entirely up to them how they give it out to the player and we can't force them to change it.
Based on the above stated facts, the complaint will be now rejected.
Regards,
Nick
