BetGCC Casino - Player's bonus is unpaid by the casino.

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Hello,

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

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

• Have you already played with your deposit, please?
• Could you please share a screenshot or any marketing material with the bonus offer you activated?
• Have you contacted casino support and asked for assistance?

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,

Attila

Hello Attila,

Thank you for taking up my complaint. Here are the answers to your questions:

1. Have you already played with your deposit?

Yes, I have already played with my deposit.

2. Could you please share a screenshot or marketing material for the bonus offer?

There is no public marketing material, as this was a custom VIP agreement negotiated directly with my former VIP Account Manager via WhatsApp. I have not been able to attach all the evidence yet due to file size and format restrictions, but I have all the WhatsApp chat screenshots, video recordings, and proof confirming the agreed 30% bonus offer ready to share.

3. Have you contacted casino support and asked for assistance?

Yes, I contacted them multiple times via live chat, email, and directly through the new VIP account managers on WhatsApp. They kept making empty promises and setting deadlines they failed to meet. Furthermore, as soon as I informed my VIP manager that I filed a complaint with Casino Guru, they immediately closed my account.

Please let me know how or where I can upload/send my screenshots and video recordings so you can review the evidence.

Best regards,

Thank you for your reply. Could you please forward evidence of the bonus agreement? You can reach me via email at attila.g@casino.guru, or you can post screenshots here. Please only forward the requested evidence as a large number of screenshots could inadvertently slow down the resolution process.

Thank you for your patience and cooperation.

Subject: Response to Evidence Request - Complaint ID: 223893

Message:

Hi Attila,

I have sent the requested video recording directly to your email (⁠attila.g@casino.guru⁠). It clearly proves the bonus agreement made with the account manager.

Additionally, I want to inform you that as soon as I notified the account manager about filing this complaint, they immediately closed my casino account and blocked me on WhatsApp. I have full screen recording evidence showing this behavior as well, which I can provide if needed.

Best regards,

Thank you for your response and for providing the recording.

Before we can assess the matter further, could you please clarify the following:

• Did you have any real-money balance remaining in your casino account when it was closed? If so, please specify the amount.
• At what point was the 30% weekly bonus supposed to be credited? For example, was it due after making the deposits, at the end of the week, after the deposited funds had been played/lost, or under some other conditions?
• Do you have any written communication from the VIP manager confirming the 30% bonus and its conditions?

Please note that the WhatsApp recording you provided mainly contains voice messages. Unfortunately, we are unable to treat this as sufficiently verifiable evidence of the bonus agreement. Therefore, any written confirmation of the offer and its conditions would be particularly helpful.

Thank you in advance for your clarification and cooperation.

Dear Casino Guru Team,

Thank you for your response. I would like to clarify that the bonus agreement was made directly with the VIP Manager via a phone call. However, there are concrete facts that support and prove this agreement:

1. Proof of VIP Manager Contact: In the video recording I provided, the phone number of the official VIP Manager is clearly visible, proving that this communication took place directly with an authorized representative of the casino.

2. Account Closure After Complaint: My account was wrongfully closed immediately after I requested my promised 30% weekly bonus and informed them that I would submit a complaint to Casino Guru. This sudden closure serves as further evidence of bad faith.

3. Requesting Official Account Statements: To verify my claims, you can directly ask the casino management to provide my full account deposit history and bonus records, which will align with the timeline and details shown in the video.

Answers to your specific questions:

 Remaining Balance: No, there was no remaining real-money balance when the account was closed. My dispute is strictly regarding the promised 30% weekly bonus and the improper account closure following my complaint.

 Bonus Conditions: The 30% bonus was agreed to be credited on a weekly basis according to my deposit activity.

I kindly request that you review the video again in light of the VIP Manager’s phone number and ask the casino to produce my account statement to confirm these facts.

Thank you for your support.

Additional Clarification for Casino Guru:

Please note that this VIP account was my ONLY official point of contact with the casino. The casino assigned this specific VIP Manager to handle my account directly, and all my communications and offers were routed exclusively through him.

Since this was the sole authorized communication channel provided to me, any agreement made with this VIP Manager represents an official commitment by the casino itself.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the clarification.

Since the bonus agreement was discussed during a phone call, unfortunately, we are unable to independently verify what exactly was agreed between you and the VIP manager.

Therefore, could you please provide any additional evidence that could confirm both the existence of the bonus arrangement and your eligibility for the disputed bonus? For example:

• Deposit receipts or transaction history showing the relevant deposits, including their dates and amounts.
• A screenshot of your casino account's bonus or transaction history showing any relevant bonus entries.
• Any email, message, or other written communication from the casino or VIP manager referring to the 30% bonus or confirming that the offer was active on your account.

Thank you in advance for your cooperation.

Best regards,

Attila