BC.Game Casino - Player is experiencing delayed refund for unprocessed bets.

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.

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

Hi I just sent you an email

Dear eblazing70, please request your game history in Excel format from the casino so we can review and compare it.

Have you been promised a refund for the bets in question by the casino?

Hi,

This is not possible as BC.Game has no real support. Their support do not do anything besides replying with robotic answers that's copied and pasted. The only way is for me to put it manually into a spreadsheet if you want.

Ezugi has confirmed on their end that this is a bug on the operator's (BC.Game) end and that I need to be refunded.

To date, a ticket was finally created for my case on bc.game's end. The ticket ID is 7620109. After investigating, bc.game has refunded 1 of the 2 bets. They admitted it was a bug on their side but still have not refunded me the full amount and proceeded to close the ticket. There is still 1 bet left to be refunded. 

Hello,

This has already been reverted to you by support, also on other complaint forums. Just to quote from my reply from other forum: "As I have checked, there were two bets refunded with this ticket id: 7620109, Bet id 546602­731­8-5­175­8128-BC and 546600­373­5-5­175­812­8-BC, With amount of 11737.77803861 BC"

Best Regards

Panda - BC.GAME

I can confirm I have been refunded the bets.

Thank you.

Dear eblazing70,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru