The player from India reports a glitch while playing Ezugi Live Dealer blackjack that prevented four bets from going through, resulting in a $200 shortfall. Despite spending over eight hours trying to resolve the issue with both Ezugi and BC.Game support, the player finds BC.Game's customer service ineffective and unhelpful in processing the refund.
BC.Game Casino - Player is experiencing delayed refund for unprocessed bets.
Amount: $200
BC.Game Casino
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Case opened
Current status
Waiting for player to reply
6d 12h 7m 10s
Case summary
11 hours ago
Public
Public
16 hours ago
I was playing Ezugi Live Dealer blackjack, and the software glitched out for maybe 10 minutes, causing four of my bets to not go through.
Two of them were refunded, two weren't. They were all $100 bets.
I have spent more than 8 hours going back and forth between Ezugi and BC.Game just to get this bet which never went through refunded (the hand was never even dealt), to no avail. BC.Game has the worst support I have ever seen at any website, gambling or otherwise, in my life. Despite having wagered millions, I find it to be a monumental effort to get a $200 refund for what was clearly a glitch. Each time I try to contact BC.Game live support I have to wait more than 30 minutes for each one sentence reply, and the reply is either robotic or just repeating the same useless thing over and over.
Attached are bet history from both Ezugi's end and BC.Game's end. In chronological order, from bottom to top, on BC.Game's list of bets is this:
5466003735-51758128-BC
5466007604-51758128-BC
5466013391-51758128-BC (refunded)
5466018891-51758128-BC (refunded)
5466027318-51758128-BC
5466050228-51758128-BC
5466054932-51758128-BC
5466059612-51758128-BC
5466064092-51758128-BC
5466068969-51758128-BC
5466073735-51758128-BC
On Ezugi's end, it looks like this:
5466007604
5466050228
5466054932
5466059612
5466064092
5466068969
5466073735
If you compare carefully, you will notice the bets with 5466003735, 5466013391, 5466018891, 5466027318 IDs are missing from Ezugi's list. This is because those bets never went through on Ezugi's end but were deducted from my balance. Two of them, 5466013391 and 5466018891 were refunded, but the other two weren't, so I am short $200. Ezugi support said only my operator (BC.Game) can process the refund. However, BC.Game live support keeps repeating the same robotic answers for hours on end.
Public
Public
11 hours ago
Dear eblazing70,
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 forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru?
Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
eblazing70 has 6d 12h 7m 10s to reply
