BC.Game Casino - Player's winnings confiscated after meeting wagering requirements.

What happened::I had a bonus of $129 usd deposited with 40x wager requirement ($5189 more or less) i have turned the $129 into $4000+ USD

and MET the ENTIRE wagering requirement of $5189 which is also MISLEADING CLAIM as well, because it's definitely NOT 40x but more like 200x!

as every bet counts only towards 20% of it's real value (ex: you place a $10 bet but in fact you counting only $2 towards the wagering rollover)

i have VIDEO PROOF of that and it will be presented here!

So this 40x/$5189 becomes almost $50.000,00 roll over, then !

Given this conditions.

But even though this INSANE rollover requirement, i still MET THEM ALL without LOSING a single cent, and won in the end a total of $3428.13

(have it ALL RECORDED IN VIDEO) and then after completing it, IMMEDIATELY MY WINNINGS BALANCE GOT REMOVED and i got left with only $129 USD, then!

I have it recorded IN VIDEO, at the time when the MONEY GOT REMOVED from my balance all together and left me with $99 USD !

Here's the image of the LAST BET made before the balance got disappeared/removed

Link to the image: https://ibb.co/vZ2s5SF

And the video link as well: https://streamable.com/5dlsna

What rights do they have to forfeit my entire WINNINGS balance BEYOND the initial deposit bonus, if i have wagered and completed their insane wagering requirement of $50.000/200x roll-over already, as well as the $3428.13 was WINNINGS and BALANCE made WITHOUT LOSING A SINGLE CENT OFF THE BONUS given, as well ?

Specially no rights to do this when clearly there are NO CLEAR BONUS TERMS written explicitly STATING that !

Like you can see here: https://help.bc.game/en/articles/8412942-a-comprehensive-guide-to-the-deposit-bonus-at-bc-game

it should have a clause CLEARLY saying something like: " All your winnings balance beyond your original deposit amount, will be 100% forfeited/voided and you will be left only with your original deposit in the end ! "

Besides that, to further STRENGHTEN my arguments against this sketchy behavior even more, on the image below you can CLEARLY SEE that on the ROLLOVER page of the bonus, it was stated that the $3428.13 IS 100% '' WITHDRAWABLE FUNDS ''

Here proof on this image: https://ibb.co/p3MH39y

So given this condition: I want my WINNINGS deposited back to my balance so i can withdraw!

I have fulfilled ALL the INSANE wagering requirements and it was super hard to achieve almost $50k worth of wagering at only 2% face value, with only a $129 initial bonus/deposit, so you can't simply take them away.

Payment Method: $129 USDT

Proof of Payment image: https://ibb.co/7y7sf26

PM/Chat attempt logs images links:

https://ibb.co/Dr2KfRy

https://ibb.co/XpMY3VK 

Additional Notes: Clear contact with the operator/casino was attempted, and they initially stated would cooperate/invesgigate on the matter and to allow 24-48 hours to give a response, but the time has expired and no resolution whatsoever to the case, nor any responses further on the case were made by the operator/casino, and any further attempts of contact got IGNORED by them.

So i'm opening this complaint then to seek a peaceful resolution, which is the REINSTATEMENT of the WINNINGS balance of $3428.13 so i can withdraw what was RIGHTFULLY MINE, as i have met the WAGERING requirements successfully for the rollover, and accordingly with what was stated on the rollover page the $3428.13 was " WITHDRAWABLE FUNDS "

Here is the VIDEO PROOF of the issue happening LIVE https://streamable.com/5dlsna

(at the end of the video is the EXACT moment when they TOOK AWAY my balance after the wagering requirement has been accomplished/completed !)

On their terms there's NOTHING stating that we CANNOT keep the WITHDRAWABLE FUNDS from the rollover area as stated on the arguments above, as well as cannot withdraw our winnings AS PER THE LINK: https://help.bc.game/en/articles/8412942-a-comprehensive-guide-to-the-deposit-bonus-at-bc-game

So i seek for a peaceful resolution to this case against the operator/casino.

Dear loirorico365,

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. Do I understand correctly that you have not received any explanation from the casino regarding this situation?

Could you please clarify which bonus you played with? If possible, please post here a link or promo code you used to activate the offer.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Kristina, also on that SAME DAY when i made my last post stating they were not communicating

Their support representative on bitcointalk.org forum has replied to my PM message (private message)

With the following messages on photo above...

I brought this up to our dev team directly. I expect an answer within the next hour, hopefully much sooner. I'm not part of the support staff so you can rest assured that I am not giving any cookie cutter response to you or "escalating your ticket to blah blah". I will let you know what they say ASAP.

and this below

I am still waiting for the response. I shouldn't have said they would answer within the hour. They are usually instant to respond to my DM but now I feel I over promised. I am actively monitoring my messages. I want to see this matter resolved as well. That new bonus update has been a real mess. The confusion stemmed from the massive amounts of bonus abuse that took place from the minute the update went live. It sucks that many legit players have been affected because of the extreme security measures taken to combat the scammers and bonus abusers.

All this 2 responses on SAME DAY of that day, few hours after when i replied you guys here in the morning.

After this it has been 48 hours so far and no further replies from him with an update as well as nobody from their support to send me a message about my money/winnings at all.

So hope this update helps.

As you guys can see even they are admitting the mistake and stating this so called '' bonus '' caused a lot of trouble/confusion to them with LEGITIMATE KYC verified players like me being affected negatively.

But so far NO RESOLUTION to the problem from their end and VERY LOW TO NO COMMUNICATION at all almost, pretty much done from their end.

This is the latest update i have, thanks.

Thank you very much, loirorico365, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello loirorico365,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BC.Game Casino to join the conversation and participate in the resolution of this complaint.

Dear BC.Game Casino,

Can you please provide further information regarding the deduction of the player's winnings?

Kind regards,

Adam

Dear loirorico365 & Adam

The player made a deposit of 129.215591 USDT and received an equal 100% bonus, resulting in an additional 129.215591 USDT.

Key points from the deposit bonus terms include:

- Players must use their real funds before tapping into the bonus.

- After fulfilling wagering requirements, the maximum amount that can be withdrawn from the bonus is equivalent to the bonus amount itself (capped at $10k), meaning 129.215591 USDT in this scenario.

Here's a breakdown of the events:

1. The player utilised their entire deposit, reducing it to $0.

2. Gameplay then continued using the bonus funds of 129.215591 USDT.

3. The player then met the wagering requirements.

4. At this point, the player's account balance stood at 3379.132111 USDT.

5. The excess 3249.91652 USDT was subsequently deducted.

6. The allowable amount, 129.215591 USDT, was left for the player to use normally. 

While the sequence aligns perfectly with our deposit bonus terms, I recognise the potential confusion from the term "withdrawable funds" in the popup. Although the balance was technically "withdrawable", the terms imposed a cap, resulting in the addition of only 129.215591 USDT.

Best regards,

BC.GAME

Hello BC.Game,

Thank you for the explanation. Can I just check I understand correctly:

The player made a deposit of 129.215591 USDT, for which they received a 100% Bonus of a further 129.215591 USDT. The max winnings amount for this bonus is equivalent to the bonus amount received, which is therefore also equivalent to the amount deposited, and consequently after completing the wagering requirements, the maximum amount you can end up with is the amount you deposited in the first place?

Kind regards,

Adam

Hello Adam

If a player has used up their deposit and is playing with bonus funds, then the mentioned situation applies. However, if they still have remaining deposit funds, they would receive their winnings as usual. It's crucial to highlight that we later modified this rule, allowing players to use their bonus funds initially and potentially double their deposit if they meet the wagering criteria. Furthermore, at the end of the end of last week, we've temporarily suspended this bonus to implement further enhancements.

Further information of the ratio of wagering for different games is within the deposit bonus terms - https://bc.game/help/bonus

Best regards,

BC.GAME

If a player has used up their deposit and is playing with bonus funds, then the mentioned situation applies. However

What a clear FUNNY attempt to evade paying my winnings right here !

Specially with something that WAS NOWHERE TO BE FOUND on the terms of the bonus page.

As stated here before: https://help.bc.game/en/articles/8412942-a-comprehensive-guide-to-the-deposit-bonus-at-bc-game

NOWHERE to be found this '' clear clause '' that states we would NOT be entitled to keep our winnings under any circunstances after meeting the wagering requirement.

If they would not allow the player to keep their winnings there should be VERY CLEAR something written about this IN FULL (not just a small mention buried within the terms page) and besides that NO CLEAR MENTION ABOUT '' WITHDRAWABLE FUNDS '' on the rollover page like it was, which is from where steemed all this confusion that they DID NOT CLARIFIED on here just attempted to evade the responsibility of paying my winnings by claiming I LOST MY INITIAL DEPOSIT and thus not eligible to my '' bonus winnings ' ?

What a big joke !

Who in their SANE MIND would play a foolish deposit bonus for THREE DAYS, knowing they will only keep max $100 bucks in the end ?

NONSENSE!

They try to circumvent the responsibility by claiming ANOTHER '' INEXISTANT '' CLAUSE on the bonus terms that states that i'm not entitled to my winnings if '' I LOST MY INITIAL DEPOSIT '' on the proccess.

WHERE IS THIS WRITTEN ?

Nowhere !

I would not be entitled to my winnings if there were NO WAGERING REQUIREMENTS applied, then YES (after losing my deposit) but since there was a INSANE rollover requirement of 200x/$50.000 usd

which was thus: 100% COMPLETED by myself, then YES i'm DEFINITELY ENTITLED to keep my '' WITHDRAWABLE FUNDS '' / WINNINGS from this bonnus, then (as stated on the rollover page) and thus: I WANT IT TO BE PAID accordingly !

Thank you.

I understand your feelings on this matter. However, it is crucial to thoroughly go over the terms and conditions for each promotion in any casino, as they might vary based on the specific offer. If anything seems unclear, our live support is always available to clarify any doubts. It's worth noting that there was an option to opt out of the bonus as well.

We always aim to provide a positive experience for our users. While I regret that this situation didn't meet your expectations, the bonus was applied in line with the terms. Unfortunately, we can't do anything further regarding this specific case.

Best regards,

BC.GAME

Hello BC.Game Casino,

While I am glad to hear that this rather unusual condition may not be applied in the future, the question of whether or not this was explained clearly in the terms of the promotion that were available at the time is valid.

This is especially important considering that the amount achieved from completing the bonus was displayed to the player as a withdrawable amount.

Can you please supply a copy of the terms specific to this promotion as they would have been seen by the player?

Kind regards,

Adam

typical shady business.....

going silent now to avoid/evade paying my rightfully earned winnings.

Hello,

The link was already provided in a message above.

Link to the terms - https://bc.game/help/bonus

‘The maximum winnings that will be paid out resulting from Deposit Bonus will be 100% of the bonus amount. Any winnings exceeding this amount will be forfeited.’

Remember that this bonus terms were not PRESENT before (and wayback machine does not work for their site) at time the launched THIS BONUS that was given to me, and that resulted on the so called '' confusion ''

stated by THEIR OWN support representative to me, which can be seen on that photo on above post i made to kristina yet where their representative replied to me on the forum....

So it was NOT SPECIFIED BEFORE, about this terms of '' forfeiting '' the winnings (Which is RIDICULOUS for them putting up a ugly terms like this, precisely to avoid losing money to SMART winners like me, by the way lol)

So this attempt of them now was TRICKY because the terms WAS NOT STATED on anywhere before...

and on not only MY CASE but they did the same (went silent) with ANOTHER case from another player/victim here to attempt to evade paying their winnings too...

So they are truly just trying to evade responsibility of paying our rightfully earned winnings, specially by going silent FOR DAYS and only replying on the LAST day is very UGLY for them to say the least, and it's a sign their business is totally twisted and destroyed from the inside out.

Dear BC.Game Casino,

The player states that the quoted terms were not available at the time the bonus was claimed and used, can you please clarify if this is the case?

Also, you stated that the player depleted their deposit funds first, can you please provide the player's betting history from this period for us to review? It can be sent to me via e-mail if easier (adam.m@casino.guru).

Kind regards,

Adam

Dear Adam,

The bonus terms are and were available and present on the site at the time.

Betting data email is on the way.

Best regards,

BC.GAME

Dear loirorico365,

I am waiting for further evidence from the casino regarding the limit that has been applied to your winnings, and this complaint will then be discussed internally at our management meeting tomorrow. I hope to be able to provide our final conclusions thereafter.

I will extend the timer in the meantime.

Kind regards,

Adam

Alright Adam, thank you for the update.

Warm Regards.

Hello loirorico365,

The case is still being discussed both internally and with the casino. Unfortunately, due to the nature of the case, more time is needed to bring it to a final conclusion, but please be assured that the situation is still being addressed. I thank you for your continued patience and apologize for the delay.

I hope to be able to post our final decision regarding this case in my next post, as well as any next steps that may be applicable.

Kind regards,

Adam

Dear loirorico365,

We have received further evidence from the casino, and this is now being reviewed. I will post our findings later today.

Kind regards,

Adam

Hello Adam, thank you very much for your hard work....

Hopefully looking forward to a FAIR/POSITIVE outcome, out of this, for all this time it's being taken care of.

Thanks.

Dear loirorico365,

After reviewing all the evidence received from both parties and discussing the case multiple times internally, we have concluded that your winnings should be honored in this case, minus the amount already awarded.  We have therefore asked the casino to reconsider its decision regarding this matter, and currently await their reply.

Kind regards,

Adam

Let's see how HONEST of a casino/company/business this (son of a b***** truly are !)

if they gonna be a F***** MAN and pay what they owe me and the other guy

or if they gonna handle SOME SHAME in front of everybody and walk away as some good scammers !

(Seems they are taking option #2)

Dear loirorico365,

While I can understand it is frustrating that this complaint is taking some time to conclude, I must kindly ask you to refrain from the use of expletives (redacted or otherwise).

Kind regards,

Adam

Dear loirorico365,

I have been in contact with the casino via Skype, and they have asked for more time to discuss the case with their team. We have granted this in the hope that a solution can be reached that is mutually agreeable to all parties.

I apologize that it is taking so long to bring the complaint to a conclusion, and thank you once more for your continued patience.

Kind regards,

Adam

Hello Adam, thank you for the update buddy.

Appreciate your hard work brother.

Thanks.

Dear loirorico365,

The casino has responded and stated that it wishes to maintain its position regarding this case.

As we have been unable to reach a mutual agreement, the complaint will now be closed as "unresolved".

 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 Interactive Licensing Authority (info@curacaolicensing.com) and submit a complaint to them. The Licensing Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear loirorico365,

The casino has informed me that upon reviewing your case again, they have decided to pay you the winnings on this occasion. Can you please confirm this, and that the matter has now been resolved?

Kind regards,

Adam

Hello Adam, yes the casino have reached out to me through = TELEGRAM

and we were able to resolve the matter friendly and they have paid my winnings in FULL already.

I confirm that also i have withdrawn the money from the casino successfully into my crypto currency wallet and am happy with the resolution offered by the party.

Thank you Adam for your hard work.

As you have confirmed the situation has been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, loirorico365, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam