BC.Game Casino - Player’s withdrawal blocked due to suspected system bug.

On Sep 24, 2023 I deposited $776.16 at the BC Casino, the casino matched my deposit with $776.16. please see attachment 1. (Remind you the website had recently gone through an 8-hour upgrade/maintenance.)

I read the Terms and conditions of the deposit bonus, 40X wager which makes it $31040. See attachment # 2 and 3, terms and conditions posted for deposit bonus and I’m including no deposit bonus because that’s where the confusion is.

The bonus also had specific game you were allowed to play, see attachment 4.

After hours and hours of playing, lots of ups and down, I managed to accumulate close to 9k, the wager was not done, eventually the wager was satisfied and I was left with 7k.

See attachment 5 where it shows the amount of wager done plus the bonus is now unlocked and allowed to be withdrawn.

I continued to play, won a hand around $350, looked at the balance, that’s when I noticed my balance on the game has changed, the total balance showed $368.45. see attachment 6 and 7

I went to my history and noticed my unlocked bonus has turned to zero and they have added $100 to my balance. See Attachment 6 and 7. The entire betting session is over 50 pages, so I included the page where its relevant.

I immediately went to live support and after waiting over 45 min per usual, the rep # 1 said it’s a bug in the system and technical team is working on it. See attachment 8.

I started browsing the term of service and I saw the No Deposit bonus winnings get capped at $100, figured that’s where the glitch is. After waiting for another 3 hours, I reached out to the second rep which said the team is aware and is working on it. see attachment 9. At this point, I continued with the remaining balance of $360 since there was nothing to do but wait.

After 6 hours, I reached out to rep # 3, she said give us 24 hours (see attachment 10)

While the live support claimed to respond under 5 min, I have the screenshot of time lapsed, the soonest response has been 45 min and some have gone to three hours without any response.

Rep # 4, told me it’s being handled. I decided to give it more hours.

I’m not going to waste your time on the number of times the reps just ended the chat without any response, screenshots of all available upon request but it is not relevant to my issue.

Finally, today, after 3 hours wait, a few ending chats and a few complaints on the public chat, the rep # 5 responded by saying "The reward deducted on 2023-09-25 01:32:25 (UTC+0) is the amount you acquired using the bonus money within the deposit bonus. The maximum amount you can obtain when you complete the wagering requirements is $100 USD." Attachment 11

When I mentioned that’s for "no deposit bonus", they took another 60 min but this time they came up with a completely different new excuse.

" Hi, I regret to inform you that the issue you encountered is because your initial capital for betting has been exhausted. Therefore, the system deducted your balance. When you apply for a deposit bonus, your gameplay deducts from your initial capital first before using the bonus money. If your initial capital is depleted, claiming this reward will deduct any amount exceeding $100 from your bonus money." Attachment 12

After 4 days and countless hours of fighting with the reps about a technical bug/ term of service of deposit bonus/ no deposit bonus, both casino and I seem to have reached a point where I need your assistance.

I have deposited and lost over 20k on this site so far and never had filed a complaint. My request is simple. The terms of service posted on the site were followed, min wagering requirements were satisfied and I’m owed $ 7,111.39. There are simply two reasons for this mess: The one I’m leaning towards is this is a glitch of which they were not aware after the upgrade or second option, they are just simply scamming. I will wait for their response and I can provide more documentation as we move forward.

Dear earlypaco,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you received any winnings already?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No Ma'am, account is zero, no winnings, $7111 simply turned to zero

Thank you very much, earlypaco, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello earlypaco,

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 some insight into what has happened to the player's balance?

Kind regards,

Adam

Dear Casino Guru,

By now it is clear they will not engage with you or other third party sites when it comes to making payments on their bonuses.

Also they have posted the logo of verified by " Cryptogamblingfoundation". The so called verifier is a fraudulent site with fraudulent contacts. See attachments. I reached out to the email they listed and such email doesn't exist. Not sure when you would want to re-evaluate your safety index for this scam they have going, but I will continue filing my complaints all over the net till I can find one honest party willing to resolve the issue.

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.

Dear earlypaco,

I am now in touch with the casino via Skype and waiting for a further response, so I will extend the timer once more in the hope that we can find a resolution to the situation.

Kind regards,

Adam

I'm reposting these cause I can already see what their response has been to other complaints.

I have wagered over 31k to get $100. Again, this system is for no-deposit bonus. First rep got it right. you have the other 12 attachments, I can repost if needed

Dear earlypaco & Adam

On September 24th the player made a deposit of 0.02950463 BTC and received an equal 100% bonus, resulting in an additional 0.02950463 BTC

Key points from the deposit bonus terms include:

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

- At this time (Sept24th) the terms of the promo were after fulfilling wagering requirements, the maximum amount that can be withdrawn from the bonus is capped at $100), meaning 0.003808922 BTC as of the date in question.

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 0.02950463 BTC.

3. The player then met the wagering requirements.

4. At this point, the player's account balance stood at 0.271606927 BTC.

5. The excess 0.2677985 BTC was subsequently deducted.

6. The allowable amount, 0.003808922 BTC ($100 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 0.003808922 BTC ($100). 

Best regards,

BC.GAME

Dear Adam,

1- Please see the posted TC so you can see there is no such a thing as a "perfect alignment".

2- There are over 50 pages of betting, there is absolutely no system of the software tracking the real money vs the bonus money. The sum goes up/down till the wagering requirement is met.

3- The $100 limit is for no deposit bonus

Here's a breakdown of the events:

1- BC.Game goes through an 8 hour upgrade!! on the day in question.

2- After upgrade is done, Player deposits $700, gets 100% match with $31000 required wagering.

3- The wagering is met, system imposes the $100 limit, removing $7000 legitimate winning, the live rep acknowledges the "bug" and says they are working on it to get it fixed.

4- BC.Game tries to find an excuse to avoid payment by creating new TC.

5- Other players come forward with the same exact issue but every player gets a different response, for some, the max withdrawal must equal your deposit, for others some other requirements.

6- All existing requirements at the time in question get posted and shows the terms have been invented later on, Ask Gambler finds the complaint Unresolved in favor of the player . Casino Guru downgrades BC.Game rating to below average. BC.Game insists on finding a way out of making payment.

7- Both TC and the pop up talk about wagering requirements and there is not a single mention of the $100 limit on bonuses with deposit. Till this moment, I believed this was a simple error/Bug as noted in my complaints, but now I can see this is simply becoming a case of fraud. I'll wait for your advice on how to proceed.

Dear BC.Game Casino,

It appears from the screenshot provided by the player that the terms did not show the maximum winnings rule mentioned, can I ask you to clarify if this was indeed the case?

Kind regards,

Adam

Dear Adams,

Since they were not sending me the betting data, I recorded all 50 pages of betting data. but below is the screenshot showing when the bonus kicked in, I had NOT depleted the original fund. exactly contrary to their claim. I will send the entire betting data if they don't share it with you.

Thank you for the additional information, earlypaco. I have forwarded your screenshots directly to the casino representative.

Dear BC.game casino,

Please also provide the player's full game history, showing the use of the bonus, for us to review.

Kind regards,

Adam

Hello earlypaco,

You mentioned you have further screenshots of your betting history, can I ask if you have any that also clearly show the userID number on the left-hand side (as well as the bets placed)? it begins with 188..., but I would like to be able to see the whole number if possible.

Kind regards,

Adam

Hello again earlypaco,

Further to my previous response, I have received the full betting history from the casino and would like to ask if you can also confirm your balance amount after receiving the bonus, before you began to place any bets.

Kind regards,

Adam

Dear Adam,

First attachment called beginning shows balance was Zero before I started on Sep 24th , it shows deposit and bonus on 24th. Value is higher because BTC price has increased and website is displaying live value converted to FIAT. I can send BTC value instead too.

second one shows actual funds were utilized first

Third shows my actual funds were not depleted when bonus kicked in.

Fourth shows after all the playing, all winning were removed and was left with $100.

Last one is my user ID, also in the new screenshot, the entirety of my user ID is visible.

Hello earlypaco,

After reviewing the evidence provided by you and by the casino, I can see that the deposited amount has been depleted before the bonus amount comes into play.

You deposited $881.52 and received a bonus of $881.52, giving a total balance of $1763.04.

You wagered this balance down to a point where you had a balance of $887.13. As you were using your deposited amount first, this balance now consisted of $881.52 Bonus money and $5.61 Deposit money.

You then placed a bet of $17.07, which was made up of your remaining $5.61 from the deposit, and the rest of the bet was covered by $11.46 from the bonus amount (as shown in the screenshot you have provided).

However, regardless of all of this, the question of whether the maximum win rule was shown in the terms remains relevant. If it was not, as appears in the screenshot you have provided, then we firmly believe that the winnings should be paid to you in full. I have asked the casino to provide evidence to support its claims in this respect, and we now await their response.

Kind regards,

Adam

Dear Adam,

I'm reposting the TC as it seems BC.Game keep ignoring the request to show where they got the $100 max.

Dear earlypaco,

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.

Kind regards,

Adam

Dear Adam,

Thanks for your continued support on this matter. It is frustrating it has taken 30 days and multiple attempts to simply get BC.Game to provide a screenshot of where they have posted the max win limit.

I have provided screenshot of every bonus TC available. The current link to their bonus terms also has no mention of max win limit which means there will be other players falling for the same trap.

The idea that the casino will continue to ignore the players and CasinoGuru, hide behind non-existing TC so the winnings can stay in their pockets is by definition "fraud". My only hope is they are in private conversations with you. However if they are not and they continue to ignore you as well regarding TC I have posted, can you help me on what my next step should be?

Hello earlypaco,

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 earlypaco,

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

Kind regards,

Adam

Dear earlypaco,

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

The refund amount , per BC.Game post, is 0.2677985 BTC. Lets hope they will not exhaust the remaining two days, then get extension, then not respond at all again. Today is Day 47th since the complaint was filed.

Dear earlypaco,

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

4 days have passed for them to talk to their team, 54 days have passed since they illegally held on to my winnings of 0.26 BTC, every single response has been right before the expiration of their time line on this site.

Not much left to say at this point but wait the other two days where they will not respond and will be granted an extension. They have zero respect for their customers, zero respect for the third party mediators they agreed to work with and zero respect for the gambling community. All their open cases all over the internet have to do with some sort of non-payment. I hope they understand by ignoring all these non-payment complaints , the complaints won't go away. They will be refiled and reposted over and over all over the forums and eventually it will reach a point where their reputation will be irreparable even if they change casino names.

In what world, can I request a 0.26 BTC credit line from a casino, then make the casino wait 2 months while I tell them let me see if I should pay you or not? Let me talk to my team and I will keep you posted? Think about hat for a sec and see how it feels.

Dear earlypaco,

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 earlypaco,

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

Dear Adam,

Sorry for the late update. I was hoping to give update when both transactions have been confirmed on blockchain, but one is still pending.

I have withdrawn 0.08 BTC (confirmed) and 0.18 BTC (Unconfirmed on blockchain after 9 hours).

Pending any issues with the unconfirmed transaction, I would like to mark this complaint as resolved.

I would like to confirm I have now received the entirety of my balance and this claim is not considered fully resolved.

Thank you for all your assistance

As the problem has now been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, earlypaco, 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