The player from the United Kingdom experienced a technical issue while playing Immersive Roulette, which resulted in a winning bet on 26 Black being removed. Despite discussing the issue with their VIP host, the casino found no error, and the player sought either the winnings or a refund of the overall roulette bet. The player later confirmed that the issue had been resolved, leading us to mark the complaint as resolved in our system.
BC.Game Casino - Player's winning bet was removed after screen froze.
Amount: 1,440 ₮
BC.Game Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Hi,
I was playing Immersive Roulette and I was betting 40 USDT on numbers. I covered quite a few numbers and then I put 40 USDT on 26 Black. Then just before the lady made the ball spin the screen froze and a message appeared to ask me to log back in to roulette. I refreshed the screen and all my numbers were covered except for number 26 which ended up being the winning number. They removed my bet from that number.
I was not happy about this So I spoke to my vip host on BC who said they will investigate. They came back and said no errors in the script. I said there was definitely and all the host said was send video proof.
My casino sessions can be hours long and I can't be expected to record every single thing. Since BC refuse to help I decided to raise this dispute with you.
I very rarely complain but I feel this was very unjust, the outcome I am expecting is either the winnings or the overall roulette bet to be refunded.
It won't allow me to attach any files, please give an email address where I can send to.
Thankyou
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2 months ago
Dear Nimmyg89,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly that there is no record of the bet you intended to make before the incident?
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be nearly impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
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2 months ago
Have you confronted the casino with the information gathered from Evolution support? What was the casino's response?
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2 months ago
Dear Nimmyg89,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
