The player from Mexico was frustrated because his bonus at BC Gane Casino was never unlocked despite having met the wagering requirements. After multiple contacts with customer service, he was informed that the game he played, blackjack, did not qualify, which contradicted their earlier statements. He planned to submit evidence to support his complaint. The complaint was closed due to the player's lack of response to further inquiries, which prevented a full investigation or resolution at that time. The player was informed that he could reopen the complaint if he chose to resume communication.
BC.Game Casino MX - Player’s bonus has been denied.
Closed
Our verdict
Player stopped responding
Amount: Mex$637,000
BC.Game Casino MX
Safety Index 8.0 HighCase summary
Discussion
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3 months ago
Translation
Two weeks ago, I opened an account at BC Gane Casino
They offered different deposit promotions,
However, despite meeting the wagering requirement to unlock the bonus, the bonus was never unlocked.
I contacted customer service several times, and at first they told me that the bonus is only unlocked with certain games, to be more precise, in games where you don't bet against another player, and they even sent me examples. All of this is in the photo evidence that I'm going to send you shortly.
I showed them that the only game I had played was blackjack, so there was no reason why the bonus shouldn't be unlocked. Then they made up an excuse that after speaking with the site's team, that game specifically didn't count towards unlocking the bonus. In other words, they just didn't feel like it and didn't unlock the bonus, even though they had already told me that that game DID count towards unlocking the bonus.
It's truly infuriating how these kinds of sites abuse their power, failing to fulfill their theoretical obligations and simply using it as a lure to get you to play on their site.
I will attach all possible evidence so that justice is served and I receive the bonus I am owed.
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link to the bonus you activated and played with?
- Have you tried completing the bonus wagering on the games recommended by the customer support?
- Could you kindly share how you became aware of the bonus? Did you receive notification of the promotion via email?
- Have you deposited real money funds to unlock the promotion?
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
Attila
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3 months ago
TranslationThank you very much for your attention and quick response,
Regarding the questions asked, I will try to answer them one by one.
1. I don't have a link as such, I attached a screenshot in the first claim, I hope that's enough
2. The requirements are already met, I played much more than the bonus they were supposed to credit me with, however, the bonus was never unlocked. When I contacted the site, they told me that that game did not qualify to unlock the bonus, even though they had previously told me that it did qualify because it was not a game played against another player.
3. The way I found out about the bonus was that when making deposits, in the space where you add the amount, the promotion and the bonus amount appear.
4. I made more deposits after the first one, precisely to continue playing and unlock the bonus rackback; however, it was never unlocked. I haven't made any deposits for three weeks because I don't want to keep losing money.
Thank you very much for your attention, I look forward to any response.
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3 months ago
Thank you for your response.
To better understand the situation, could you please clarify what happened to the funds related to this promotion?
- Are the bonus funds still visible in your account but unavailable for withdrawal?
- Were the bonus funds never credited to your account at all, despite meeting the wagering requirements?
- Or were any funds or winnings removed/confiscated by the casino?
If possible, please also provide screenshots of your current bonus balance and transaction history so we can review the status of the promotion more thoroughly.
I look forward to your reply.
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3 months ago
Dear DonnyRublev,
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.
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2 months ago
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,
Attila
Casino.Guru
