BC.Game Casino - Player experienced issues with incorrect withdrawal amount.

Hello, i have been a huge player on BC.Game.

Unfortunately, though, they completely messed up my last XMR (Monero) withdrawal and only withdrew 0.1% of the withdrawal amount.

Instead of withdrawing 911,60662 Monero (~122000€),

i got 0,91160662 Monero (~122€)

The remaining amount has not been credited back to my player account or anything else.

The withdrawal as flagged as "success" on their withdrawal page.

The support says, that "As we can check, the amount was correctly sent sir."

Luckily, via the Blockchain and my wallet address and my private view key, it can be checked, that indeed there is only 0,91160662 that they sent.

Dear NielsGambling,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you saved any supporting evidence such as screenshots of your originally requested winnings? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello Petronela,

i have emailed you with all the relevant documents.

I have a screenshot of my withdrawal

I have not used any bonus. It was raw money.

Here are some more proofs. They send exactly 0.1%



Please make the last proofs "sensitive". I dont want anyone to see my wallet address or my private view key.

Thank you very much, NielsGambling, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi NielsGambling,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BC.Game Casino to the conversation to participate in the resolution of this complaint.

Hi NielsGambling,

Apologies for this situation, we experienced and issues whereby there was an error in the amount cutting. We made up for this with the following 4 transactions

Transaction hashes :

  7b7e96fcf143b1c4965993510fa1316a0fc3f12615ecdb75ac73bacf0db8185b

  552d5f91b68eeda464418a3cee7c4f98249c50025e72676ceecc175b1e2c0e36

  e1d0c8af177145fff7a74eaf83cde21838d28e734162f08867e1825c7ac489fa

  a91ad1658ddcd83d839d192c6eb83492aacc1f4633959fefd2c4dd223f95ea9e

I trust this resolves your concern.

Best regards,

BC.GAME

The casino has finally paid me.

i wonder why it always needs a dispute in order to speed up things like that.

But anyways. Thanks

Dear nielsgambling,

Thank you for confirming. I can see you have a VIP host. Your host can help with any future related concerns , you can reach them via PM’s within the website.

Best wishes,

BC.GAME

The problem is, it doesn’t matter, it would be the same waiting period.

Even with days of waiting for a six figure withdrawal and you guys postponing the withdrawal of the remaining amount, there hasn’t even been any compensation for that.

I mean, to get this resolved I literally had to open a complaint here at casino guru…

Hi all,

Thank you for your replies.

Dear NielsGambling,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter