BC.Game Casino - The player's balance disappeared.

I deposited 1000 usd, all my savings, I got to have 1500 later I bet 1000 in a blackjack and the page stopped responding, I updated the page and the hand was still in play and I did not have my money, I waited and nothing. So I lost all my money and the page 2 days ago tells me that they are reviewing the case. I need my money back. I don't know what else to do 2 weeks ago I lost my dad to an illness and now this, life no longer makes sense to me. I work from Monday to Friday from 6 am to 6 pm to earn less than 200 usd a month and once I think about doing something with my life savings this happens to me. I no longer want to continue.

Hello nehuenn,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if created any screenshot or video of the issue that happen? Is the bet visible on your betting history? Did you try to contact the game provider directly?

Looking forward to your answer.

Regards,

Nick

Hello nehuenn,

If the casino claims that they are looking into the case they are most likely in touch with the game provider so it all depends on them now.

Please note that these kind of investigation may take up to even a month and as it mostly depends on the provider, there is basically no way to make the process faster. For now I can only recommend to wait at least until the end of this week to receive any update from the casino.

From the casino they told me that it was a lost bet, but it was not like that. I did not have the possibility of requesting cards or doubling or anything. Since August 5 I sent an email telling them what happened to me and they never replied.

They also don't want to tell me the name of the casino's legal representative, I'm going to start a case for fraud and scams against the casino because it can't stay like that

Hello nehuenn,

I've went through the casino term and conditions and found this:

"7.7. You understand and acknowledge that, if there is a malfunction in a Game or its interoperability, any bets made during such a malfunction shall be void. Funds obtained from a malfunctioning Game shall be considered void, as well as any subsequent game rounds with said funds, regardless of what Games are played using such funds."

Please note that in such cases and without a real relevant proof there isn't much we are able to do as we can count only on the game logs and as long the casino claims that the bet was lost, we can't override it.

Is there anything else I can help you?

Dear nehuenn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.