BC.Game Casino MX - Player faces unfair deductions and inadequate support.

"I, Alireza Khalji, am a long-time and loyal BC.Game user with user level 52. Due to ongoing problems with the games and the platform’s system, a significant amount of money has been unfairly deducted from my account. In the photos I have attached as evidence, you can see how I lost 836.61 WAXP in a single transaction and have experienced similar losses in other games.

The main problem is that BC.Game is not cooperating at all. I have contacted them many times and even sent them recorded videos of the game problems. But instead of investigating the problem, they are avoiding responding with repetitive answers and a system like "Please provide Bet ID". This is while I am requesting that we encounter a problem when logging into my account, but they ignore this request. The support responses were so unprofessional and mechanical that it felt like I was talking to a bot, not a human.

I am active on this platform with full user credentials and identity verification (such as Basic and Advanced Verification photos) but nevertheless, BC.Game seems to be not respecting its loyal rights at all. My request to CasinoGuru is to take this issue seriously so that the money is returned from your hands and to prevent this from happening again to other users."

Hello,

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

Please note that the screenshots you shared are either illegible (your communication with support) or don't provide sufficient context due to being low resolution or low quality.

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

• Could you please describe in more detail the circumstances you are facing?
• Could you please explain what the disputed amount of TRX10000 represents in this situation?
• Could you please share with me your communication with the casino regarding the issue? 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

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Dear Djkhalaj,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru