BC.Game Casino - Player's winnings disappeared due to a game freeze.

I was playing Word of Thoth, a jack rabbit slots game. I started at a $1, then moved hi to $2 and then went to $3. The first spin of my $3 gave me free spins. I played them and won 272.00. At the end of the free spins, the game froze and I refreshed my screen. To my surprise not only were my winnings gone.. but none of the bets were recorded in my transaction/gameplay history!! I’m a VIP player and play a lot there. I don’t bother them. I don’t complain. I’ve contacted support and my useless hostess. Both claim I lost the rounds but both the bets they are referencing are not from the free spins. Those bets didn’t record!! Funny enough in my bet history too, there’s a gap if nothing from 10:44 to 11:02 which is exactly when all that happened. I want my 272.00!!

Dear derek1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 you continued to play a few spins afterward? Were you able to identify the ID of the game round that resulted in error?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

In the pics I provided there are red marks. Those marks indicate the bet before the unrecorded free spins and right after. You will see there’s a gap in bets from 10:44

to 11:02. That’s when I had the free spins. I immediately messaged support when this happened. I also messaged bc.game on telegram the second it happened. Im a vip player there. I dont complain nor would I make this up. My boyfriend was also sitting right next to me and witnessed the whole thing. I also e mailed you guys another response. My hostess from BC.Game offered me a bribe to have me not complain about this issue. I’ll attach that here too. Not sure bribing is legal.

They are still trying to bribe me

I was just informed that I no longer have vip host service at bc.game. This is getting better and better!! My hostess tried to bribe me with $50 to drop the complaint!!! UNREAL

i can submit pics of e everytime i’ve brought it up. i have ZERO reason to lie. this is complete crap. i’m so pissed about this! i messaged the game provider too! i want my money!

Hi there,

We are checking this with the host regarding the complaint of bribe.

But regarding the freespins we have filed a complaint to the game provider and we will update you regarding this as soon as we have an update from them.

Best Regards

PANDA - BC.GAME

Thanks for your reply to both parties.

Dear BC.Game Casino,

please inform us when the investigation of the game provider is concluded and let us know about its result.

Bc.Game,

Thank you very much! I appreciate you taking the time and effort to help me out!

BC.Game,

Also, check with my hostess, when you guys did that big update, a deposit of $59 I made was wrongfully locked and I was unable to withdraw it even though I had played it and won money. The system said it was locked due to me not playing it through the requirement. My hostess claimed to have been checking on that for me for months!!! I’ve been asking and and asking and she now never says anything about it to me even though I’ve asked!!

BC.Game,

This is getting really intolerable. I very much would appreciate my $272.00 now! This is beyond anything I’ve ever had to deal with at a casino. I play a lot on your site! I’m a good honest player. My boyfriend witnessed the whole thing! I WANT MY MONEY NOW PLEASE!

My hostess took away my privileges of having a host now. I can’t get lossback I’d any bonuses now. THIS IS COMPLETELY WRONG! I want my money immediately!

I AM SO BEYOND UPSET AT THIS POINT! NOT ONLY DID BC GAME NOW TAKE AWAY HOSTING SERVICES TO ME.. BUT NOW I CANT CLAIM LOSSBACK WHICH IS A PERK FOR MY LEVEL. NOW EVERYTIME A FLASHDROP HAPPENS AND YES IM FAST AND USED TO GET THEM, NOW I GET THE BONUS DEACTIVATED MESSAGE EVEN IF ITS 5 SECONDS AFTER THE DROP!! I MESSAGED SUPPORT AND THEY NEVER HELP! BC GAME IS BEING A BULLY CAUSE OF THIS! I WANT MY 272.00 IMMEDIATWLY!!

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.

You are extending it by a week?! Why?! They have had plenty of time to reply!! This is totally NOT FAIR. What is up with this? I don’t think it’s right that you’re extending it another week!! Totally not fair Casino Guru!!

I am sorry you are upset, derek1

however, it's our policy to allow players and casinos to have 7+7 days for a reply. I am confident the casino will reply with an explanation within the time limit.

I was just contacted from BCGAME and the situation has now been resolved. They were super respectful and kind (finally) Please mark this as solved or take it down. Thank you for your help.

Dear derek1,

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 and BC.Game Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru