The player from Germany had placed a bet of €7,717.93 on the game Crash but lost all funds due to delays in the game during cash out. He requested a refund for the entire balance, citing the delay as the reason for his loss. The Complaints Team concluded that without a video recording of the incident, which was necessary to determine the cause of the delay, they were unable to assist further. It was noted that technical issues might not necessarily have been the casino's fault, and the complaint was subsequently closed.
BC.Game Casino - Player demands refund due to game delay.
Amount: €7,717
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 days ago
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1 week ago
Translation
Good evening, on December 6, 2024, at 00:55:37, I placed a bet of €7,717.93 on the game Crash. The rocket went up, and I clicked to cash out at 1.25x. However, due to delays in the game, as usual, the rocket soon crashed at 1.27x, and I lost all my money because of a (delay in your game). I would like a refund since it was my entire balance, and I can't accept that I lost everything due to a delay of just seconds. Otherwise, it is a top casino.
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1 week ago
Dear sluka,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
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Hello, I have contacted Bc Game support several times but it seems to me as if they are chat bots! They always give me the same answer and don't want to refund me or credit my winnings because I don't have a video recording of the whole thing, just screenshots!
As I said, I placed a bet of €7717 on the game Crash and paid out at 1.25x and actually won but didn't receive a payout because it was probably due to the delay and the rocket then crashed at 1.27x. The casino doesn't want to credit me with my winnings for whatever reason, every time they want something from me I send it to them and shortly afterwards they invent something new to "check" it.
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1 week ago
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And yes I continued playing because I wanted to get my money back because it was just painful to lose that amount
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1 week ago
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And again the support doesn't want to help me and says it only works with a video recording!!
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2 days ago
Dear Sluka,
Thank you for your patience. Unfortunately, we are unable to assist you further with your case. Please understand that delays in gameplay can sometimes be caused by technical issues on the player’s end and may not necessarily be the casino’s fault.
To investigate further, both the casino and we would require a video clearly showing the problem you encountered. Without this evidence, it is challenging to determine whether the delay was caused by a game glitch or an issue on your side.
I’m sorry we couldn’t provide a more satisfactory resolution in this matter. I recommend contacting the game provider directly with the exact date and ID of the game round to request an evaluation of the bet.
Thank you for your understanding, and I wish you the best in resolving this issue.
This complaint will now be closed. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
