HomeComplaintsBCPlay Casino - Player requests refund due to account issues.

BCPlay Casino - Player requests refund due to account issues.

Black points: 100

Amount: €73

BCPlay Casino
Safety Index:Below average
Submitted: 03 Sep 2024 | Unresolved : 02 Oct 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from Germany faced issues with verifying his account and was unable to access his deposited funds of 73€. He had not received a response to his email regarding document verification and suspected the casino might be unreliable. The Complaints Team had attempted to contact the casino for assistance, but no response was received. As the casino operated under a Costa Rican license, there was no official way to escalate the complaint further. The complaint was marked as 'unresolved'.

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2 months ago
Translation

Dear Sir/Madam,


I deposited an amount of 73 € on the website of the mentioned casino. However, I would like to point out that I am from Germany and not from Puerto Rico, as might have been mistakenly assumed. Unfortunately, I am unable to verify my email address, and verifying my account by uploading the required documents on the website does not work either. Instead, I was provided with an email address to send my documents for verification. Despite contacting them over a week ago, I have not received any response.


The casino does not respond to my emails, nor does the customer service work. Additionally, I cannot use the deposited money because the slots do not function either. For these reasons, I suspect that this casino might be an unreliable provider and may not even possess a valid license. It also seems like there are technical issues with the casino's service provider.


I therefore politely request that you contact the casino on my behalf and arrange for the refund of my deposited 73 €.


Thank you in advance for your efforts.



Automatic translation:
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2 months ago

Dear casinotester,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you checked if you did not receive your code for email verification in your spam folder or your advertisements/promotional emails section?

Has the casino replied to any of your emails at all? When was the last time you contacted customer support via live chat and email?

Could you please confirm that you still have the full amount of €73 in your casino account because none of the games are working for you?

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

Best regards

Veronika

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2 months ago
Translation

I have a balance of €73 on my account, but when I try to open a slot I always get an error message saying that there are problems with the provider or operator - so playing is not possible at all. I also cannot verify my email address because I do not receive any emails.


At least uploading documents now works, which wasn't possible before. I'm currently waiting for my account to be verified. The casino's live chat is currently unavailable and I've only received one response to my email inquiries so far.


The online casino informed me that the contract with their previous provider had been terminated and that they were currently looking for a new provider. However, I have no information as to why the verification takes so long.

Automatic translation:
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2 months ago

Thank you for letting me know. Has your account been verified in the meantime?

Have you tried opening slots from different game providers to see if any games are available?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Kindly include all the screenshots, chat transcripts, or other evidence that could be important as well. Thank you for your patience and your cooperation.

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2 months ago
Translation



I uploaded my document a week ago, but it has not been verified yet. Unfortunately, the games still don't work and I suspect that the casino is not only fraudulent, but possibly criminal. I will most likely hand the case over to a lawyer and file a fraud complaint.

Automatic translation:
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2 months ago

Thank you for your reply. However, I have not received any messages from you to my email. Have you sent me any communications and screenshots as requested? If yes, please double-check my email address: veronika.l@casino.guru.

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2 months ago
Translation

Unfortunately, I have already deleted the emails and it almost seems as if the website has disappeared without a trace. I no longer receive any response to my email inquiries and email support has also been discontinued. My data verification is also no longer being processed. The casino has stopped all communication options.

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2 months ago

I have checked the casino website and was able to access it without any issues on my end. It’s possible there were some technical difficulties with the website earlier. Could you please check if you're able to access the casino now?

Additionally, could you send me a screenshot of your transaction history showing your deposit to the casino? If you're still unable to access any casino games, kindly provide a screenshot or a video showing the error message you encounter. This will help us investigate the issue further.

Thank you for your cooperation, and I look forward to hearing from you.

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2 months ago
Translation

I have now sent them a video as proof via email, the games still cannot be opened and every attempt to verify myself has not worked, and unfortunately withdrawing money has not worked either.

Automatic translation:
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2 months ago

Have you tried opening games from a different provider to see if you encounter the same issue? Sometimes technical problems can be provider-specific, so trying games from another provider might help narrow down the cause of the problem.

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2 months ago
Translation


It seems like the casino is a scam. None of the games open and support has removed the chat feature so it is not even possible to ask what is going on. The customer support email address provided on the website also no longer works although it was previously active. Verification does not complete and as mentioned before none of the games work and withdrawals are not possible. Is there a way to contact the Costa Rican licenser

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2 months ago

Thank you very much, casinotester, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

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2 months ago

Hello there,

Thank you casinotester for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BCPlay Casino for their help in resolving this complaint. We would like to know how we can help the player receive their deposit.

Thank you!

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1 month ago
Translation

I'm telling you, something is wrong with this casino, the site is no longer accessible.

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1 month ago
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In the future, please do not show casinos on your website that do not have a secure license. Apparently the casino just wanted my money.

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1 month ago

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.

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1 month ago

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the Costa Rica license there isn't an official way to escalate the complaint further to the regulator.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

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