bCasino - Player's withdrawal and bonus issues.

On the 26th, I placed a withdrawal of 1500 Mexican pesos. When making the withdrawal, I noticed that my bonus balance was 284 pesos. This prompted me to re-bet, but the balance didn't decrease. As a result, I decided to follow through with the withdrawal of 1500 pesos.

On the app, a message indicated that the bonus balance would be deducted from my winnings, which was indeed the case. After the bonus was deducted, my account balance was approximately 500 pesos, which I used to continue playing.

On the 27th, I continued playing, leaving a balance of 800 in my account. However, on the 28th of April 2024, I found that my account only had a balance of 200 pesos.

I checked my email and found a message stating that my withdrawal had not been accepted due to a violation of bonus rules.

My bets were always low.

But nonetheless, they penalized me with the bonus balance of 284 pesos that did not reduce after re-betting.

They also penalized me by refusing my withdrawal of 1500 pesos

Furthermore, they penalized me for the winnings I obtained after the withdrawal and bonus penalty.

I tried reaching out through the complaint email provided by bcasino (compliants@bcasino.com), but it doesn't work; my complaints were rejected.

I hope you can help me. Thank you.

Dear Richi21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the bonus wagering requirements were fulfilled after you continued playing on the 26th?
• Could you please share your communication with the casino about which rules were broken? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Ok I try to enter the chat to send them, I inform you that at the time of obtaining the bonus it was with a deposit of 200 to 40% bonus

I don't know if I have access to the chat, it doesn't allow me to log in, it just says that I haven't logged in but I can log in to games and it gives icons but not the chat. In short, he didn't tell me how I broke the rules, he just told me that + I'm sorry, you can file a complaint +

Dear Richi21,

Please understand without your communication with the casino, we don't know what we are up against.

• Has the casino informed you via email about which rules were allegedly broken?
• Have you contacted the casino again via chat and asked which rules were broken?

Please share your communication with me via email (tomas@casino.guru) or screenshots here.

Thank you very much, Richi21, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Richi21!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

Thank you for your patience whilst we gathered all relevant information in regard to player's complaint.

We can confirm that the source if winnings requested for withdrawal by the player is as follows:

1. Deposit of 200 MXN made on 24/04/2024
2. Deposit bonus of 140 MXN received on 24/04/2024
3. Free spins bonus for a total of 144 MXN 24/04/2024

The promotion that was claimed by the player is available here: https://www.bcasino.com/en/promotions/lucky-wednesdays

A link to the bonus terms and conditions for all our promotion offers is provided in the relevant marketing communication and players have the responsibility to read and acknowledge the terms before they participate in any promotion. All bonus promotion terms state the following:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

4. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

5. Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply.

Upon review of player's betting history, it is evident that the player registered a bet of 15 MXN, which is over the maximum bet limit allowed for the smallest bonus received (140 MXN => max bet 14 MXN) and this is in breach of the above-mentioned bonus terms and as a result the winnings were voided. A copy of the player's betting history can be provided, if need be.

However, upon further consideration, we can see that besides the singular irregular bet of 15 MXN, the player kept in line with the betting rules until the full wagering requirement was completed and can regard the breach as unintentional in this instance.

In conclusion and as a resolution to this complaint, the casino would like to offer to reinstate player's winnings for 1500 MXN, deducting the returned deposit of 200 MXN (which was used for play and lost) and to process a payout for 1300 MXN once the player successfully completes the KYC verification process.

Should anything further be needed, just let us know.

Best regards,

bCasino

Dear bCasino!

Thank you for your understanding regarding the non-intention of the player to make a single maximum bet restriction breach! This is exactly how we want to see casinos to resolve such edgy moments.

Richi21, please, confirm when you will pass the verification and receive the withdrawal of the remaining amount.

Ok I agree since the bet of 15 was an unintentional error, since it is a mobile game and when changing games the emotion

wins and we don't realize the cost of the bet. What does the KYC verification process refer to?

You should submit required documents so the casino can verify that you are the owner of the account.

My account is ok, just a verification of my phone is missing. It's OK now.

Have you also uploaded required documents using the "Upload files" button from the second screenshot you have sent?

For a long time now, I haven't noticed any lack of verification.

And has the verification of your documents been finished by now?

Now, the application doesn't ask me anymore

If you have finished the verification process, you should be free to withdraw funds you have in your account. Please, let us know when you do it and receive them.

Dear all,

This is to let you know that the player had previously submitted the required KYC documents in another registration within our casino network and we will be able to move forward with the payout shortly.

Best regards,

bCasino

Dear Richi21,

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.

I have received payment of 1300 to my account from bcacino. Thank you so much!!!!

Dear Richi21,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team