BC.Game Casino - Player is dissatisfied with a casino tournament.

https://bc.game/ja/promotion/5074427d6f059b6

In early November, the casino hosted a tournament for the number of times players played evolutiongaming game shows.

I participated in this and played to a level that ensured at least a prize, but the prize money was not transferred when the event ended.

To begin with, there are many unnatural aspects to this tournament.

The leaderboard is nowhere to be seen.

The prize pool is listed as €200,000, but the actual prize amount described is €31,000.

There is no information on the evolution website, and it appears to be sponsored by a casino.

I suspect that they are holding a fictitious tournament.

If it is not fictitious, I would like to see the leaderboard properly published.

Then I can derive the correct rankings from my play history.

Dear andandjonnyx,

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

Could you please specify if you contacted customer support regarding this tournament? Have you received any response?

Do I understand correctly that no winners have been announced yet?

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

Best regards

Veronika

https://bc.game/promotion/5074427d6f059b6

An English version of the promotion page is also attached.

I contacted support but did not receive a proper response.

It has already been a week since the end of the event, but no prize money has been transferred nor any rankings announced.

It is a network tournament, and prizes are total for the network it is mentioned in detail the prizes available here on our site are: The top 250 players by point ranking will share the €31,000 prize pool. Also attached is the screenshot below with the exact wording. and also is accessible here https://bc.game/promotion/5074427d6f059b



However, I have looked for information on this tournament and can't find anything other than BCGAME.

If it's a network tournament, it's being held at multiple casinos at the same time, and the EVOLUTION side should have mentioned it.

It doesn't even exist on the evolution website,

They do not seem to be involved.

And there was no leaderboard during the tournament,

and even after the tournament was over, the leaderboard was not published.

If it is an event such as a cash drop that Evolution usually holds, it is announced in the game lobby and other places.

However, I could not find any information on this.

I don't even know what 200000€ means.

Where did the casino get the information about this tournament?

How many points did I have and what was my rank?

Dear BC.Game Casino,

thank you for getting in touch with us. Could you please specify when will the winners of the tournament be announced?

Hi,

I would like to update you regarding the gaming event recently hosted by Evolution. Please be informed that Evolution directly managed the distribution of rewards to all the winners following the conclusion of the event.

Upon your inquiry, we reached out to Evolution to verify the user's score. They have confirmed that the user in question did not qualify as a winner.

It's important to note that network tournaments are entirely under the purview of the provider, including the selection of participating websites and regional exposure. As such, the winners and prize distribution for these tournaments are handled solely by the provider. For this reason, BC.GAME does not publish results for network tournaments. However, for events managed and rewarded manually by BC.GAME, the results are always available on our forum: https://forum.bc.game/forum/107-event-results/

We understand the importance of transparency and have already communicated to the provider the need for improvements. We have suggested the introduction of a publicly visible leaderboard at future events to enhance user engagement and participation.

Best regards,

PANDA - BC.GAME

I have attended many tournaments and understand the scale of the event.

I find it hard to believe that I am not qualified as a winner.

To begin with, i confirmed that EVOLUTION did not seem to know about the tournament itself.

If it is true that you checked with EVOLUTION, please publish the points of the last winner.(250th)

I can check my points from my history so I can know if it is not a glitch.

（If my point is higher than the 250th point, it means that there is a defect on the BCGAME side.）

Dear BC.Game Casino representative,

could you please forward me the message from Evolution confirming that the player did not qualify as a winner? My email address is veronika.l@casino.guru. Thank you very much.

We would also appreciate if you sent us the exact link with the results of the tournaments shown, as I could not find it in the forum link you provided us with here.

It is possible that my points have not been added due to a glitch on the BCGAME or EVOLUTION side.

I can't confirm that with just a message on the evolution side.

I would like you to investigate properly the points for the 250th place, which is the last place to receive the prize money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards

Veronika

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

Due to the holiday period, we have been late to respond to this query, and according to our provider, the user was unable to get to the winning list. But as it was very much delayed, we would like to offer the user $10. If they are okay with this, please let us know, and we will initiate this ASAP.

Best Regards

PANDA - BC.GAME

Please properly publish the leaderboard and the points of the last winner, 250th place, and my points earned.

You have not ruled out the possibility that my points are not being reflected correctly due to a glitch in BCGAME or evolution.

I am sure that veronika has told you to properly forward your communication with evolution.

I will not give my consent unless you fulfill your duty properly.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Unfortunately, then we will have no resolution for this case. There is no way to calculate your points at this stage, as the data is not stored for network campaigns, and some network campaigns don't have leaderboards. We publish all the results for tournaments done by BC.GAME, but we do not for network campaigns as they have multiple sites.

But for sure, we have noted this as feedback, and we are working on it for our future participation in the network campaigns so we can find some way to have leaderboards only.

Your total wager for the period of this campaign was 1365 USD and the lowest wager of the price sent from our end was 2865 USD so it explains why you were not rewarded for it.

but as the complaint was delayed this long we can provide you $10 just as an apology let us know.

I think you are mistaken about something big.

This tournament is about "betting times", not "betting amounts".

The rules should be clearly stated in the image the casino pasted, so why do you give a response that contradicts your own past statements?

Apparently the casino is confusing it with another tournament. Therefore, the data prepared by the casino turned out to be completely irrelevant.

Hello, andandjonnyx,

I am sorry to hear about your issue. From now on, I will assist you with the matter.

Although some details are unclear, before I turn to the casino representative for more information, allow me please to ask you a few more questions to clarify the situation.

I cannot see the information about the 200,000 (€/&) anywhere, it was only mentioned in your posts. Where did you find this amount? Can you provide us with a screenshot with such information?

Can you please confirm you participated in similar Tournaments/campaigns in BC.Game Casino in the past? If yes, how did you find out if you won any prize or not, and how did the rules differ from the rules for the Tournament in question?

Why do you think that "This tournament is about "betting times", not "betting amounts"? I am sorry if I misunderstood anything, but it is not indicated in the General Rules posted above at all. They rather say that players received 1 point per every game round - so the number of played games is also important in this case.

Since there were likely thousands of players participating in this Tournament (while we do not know about any regular promotions on the game providers' side on their websites), within several or many online casinos, why do you think that you are entitled to any prize?

I assume that your BC.Game Casino account is still active. Do you have access to your play history in your account? Do you at least have any screenshot(s) confirming your possible eligibility for any prize or anything that could support your claims above?

There was no information about any technical issues on the casino's or the provider's side - where did you find the discrepancies, please?

To be honest, for now, I am not sure what the issue is about. You participated in the Tournament with specific rules. Although you did not place in the ranking of the first 250 winners, you only claim that you are entitled to a prize without any supporting evidence or specific details for your suspicion.

The banner for this tournament stated 200,000 euros.

However, the description said the total prize money was 31,000€.

This is one of the reasons I had my doubts.

The banner should be in the casino's possession, so let me submit it.

The nuances of English do not seem to be properly conveyed. This tournament is for the number of rounds of games played on the game show tab.

One point is added for every game played, regardless of wager or outcome; 100 points for every 100 games played.

But for some reason, the casino claims that Evolution provided information about the wager. This is strange.

Why does a tournament for the number of rounds of games get an answer that is incomprehensible: $2,865 for 250th place points?

I have participated in several Evolution network tournaments and the leaderboards were well publicized.

This time, however, the leaderboard was not shown at all from start to finish, and Evolution reacted as if they did not even know the tournament itself existed.

I suspect from the beginning when I filed my complaint that this casino is running fictitious tournaments.

Alright, so since it is not possible to find it anywhere, do you have a screenshot of the banner?

Now I understand how you meant "betting times" before. So likely "number of bets", not "betting times".

"But for some reason, the casino claims that Evolution provided information about the wager. This is strange.

Why does a tournament for the number of rounds of games get an answer that is incomprehensible: $2,865 for 250th place points?"

No, the casino did not claim that. They provided you with the information from its system - how much you wagered, and how much was wagered by the player placed last, who participated in the tournament at BC.Game Casino. However, if I understood it correctly, we do not have information on what place this player placed in the ranking of the tournament. So I am not sure how it could help us.

"This time, however, the leaderboard was not shown at all from start to finish, and Evolution reacted as if they did not even know the tournament itself existed.

I suspect from the beginning when I filed my complaint that this casino is running fictitious tournaments."

How did Evolution react, please? Do I understand correctly that you still refer to the fact that you did not find any information about it on their official website? Or, did you contact them directly and receive an official statement confirming that Evolution does not know anything about the tournament?

If there is any communication between you and Evolution, can you please provide us with a screenshot or forward the whole communication to branislav.b@casino.guru? If you have not contacted them directly, why?

We are still talking about only your claims or suspicions regarding the tournament and conditions, without any supporting evidence for anything that you claim.

And also a few more questions arose in the meantime.

I can see there were some delays in replies from the casino in this thread, or the casino representative mentioned something like that, so the resolution could have been delayed significantly. When exactly did you contact the casino directly, after the tournament ended, and what information did you get? It would be highly appreciated if you could provide me with such communication too.

And again - if you have not contacted the casino directly as soon as possible after you noticed possible discrepancies or incorrectness, why, and what was the purpose of submitting a complaint on casino.guru?

Please request a screenshot of the banner as the casino has it.

The tournament pays out cash prizes up to the 250th place player.

Therefore, the casino's term "by the player placed last" refers to the 250th place player.

But as you know, this tournament is about the number of bets, not the amount wagered.

But for some reason the casino did not compare my number of bets with the 250th place number of bets,

If the tournament had actually taken place, and the casino had contacted Evolution about it, Evolution would naturally have sent betting count data.

However, Evolution sends data on the amount wagered to the casino, and the casino does not question it.

Evolution has contacted me several times via chat and the official website, but I have not received any response.

This leads me to believe that they may not have information about this tournament in the first place.

I checked with Evolution again, but they replied that the casino site manages the casino and that I should ask the casino.They don't seem to know anything about tournaments.

After the tournament ended, I asked the casino for information on where the leaderboard was located, but after a long period of time without any response, and after apparently not being able to get a response because they don't know even after direct inquiries via Evolution's live chat and email, I have now filed a complaint here.

Dear andandjonnyx,

How did you understand from the screenshots above that Evolution did not know about tournaments?

It looks like they directed you to the casino for more information, but it does not mean they do not know about tournaments at all.

However, if Evolution recommended you turn to the casino, the casino provided you with the information that you are not eligible for any prize and explained the situation to you (not storing such data), what else do you expect from us to do?

Can you please additionally share better screenshots, where we could see that the chat window is really located on Evolution's official website, or that the messages are from Evolution Gaming provider?

Dear BC.Game Casino Team,

Can you please provide me with a banner that was available on the casino website during the tournament or confirm that the amount of 200,000 was there? If so, it makes sense, but are we talking about a mistake in the casino's rules for this tournament? How much was paid by BC.Game casino or the provider to the winning players after the tournament was finished (the ones who participated in the tournament at BC.Game Casino)?

Above, you mentioned that "Upon your inquiry, we reached out to Evolution to verify the user's score. They have confirmed that the user in question did not qualify as a winner." Can you please provide me with the mentioned communication between the casino and Evolution? It would be also highly appreciated if you could also share the list of players who participated in the tournament at BC.Game Casino and were placed on the leaderboard - the other players' IDs or "sensitive" details can be covered up.

Since Evolution likely claim that these promotions are managed by casinos, but at the same time, you claim that Evolution directly managed the distribution of rewards to all the winners, it is a bit confusing.

I am not sure if the player understands everything that we tried to explain, but - can you check the number of played rounds by him during the tournament and the number of rounds of the last place that received a prize within this campaign from this casino, and share them with us?

The chat content has already disappeared, but I communicated with them through the support chat function in the EVOLUTION live casino.

The representative consistently insists that EVOLUTION was not involved in such tournaments in the first place.

However, while the casino claims that it is a network tournament and that evolution has responded to the casino, they have not disclosed the correspondence to the casino guru, and they have been talking about wagers in spite of the fact that the tournament is about the number of rounds of games.

My worst guess is that the tournament is actually a wager competition and the casino erroneously stated that it was a competition for the number of rounds of games.

If that were the case, it would explain the difference in prize amounts between the banner and the text. The casino presented a completely different tournament.

Maybe you could try to visit Evolution's official website and use their Customer Support email or a Live Chat if any is available there.

To be honest, we will not be able to move anywhere without further details from the casino.

So let's wait for the casino's response and requested information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

Just letting you know that there is still ongoing communication between me and the casino representative outside the thread, and I am waiting for a few details regarding the case. Therefore, I am extending the timer for the casino by another 7 days.

Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Alright, andandjonnyx. I will not drag it unnecessarily out.

After gathering all the necessary information, we are closing this complaint as unjustified.

Although the leaderboard was not shared on the casino website publicly, the casino provided us with additional and sufficient evidence confirming you did not place in the tournament winners' ranking, thus you are not entitled to any prize. There is nothing to solve.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BC.Game Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru