BC.Game Casino - Pelaajan voittoja ei hyvitetä tilille.

Dear beeshanekom,

Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Do I understand correctly that your winnings have not been credited?

I will be patiently waiting for your reply.

Best regards,

Katarina

Dear beeshanekom,

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 had a multiplier set to X4800, it hit a few times whilst running on Autobet - after it hit BC claimed that the Multiplier was only 19X, I ve recorded a video of this happening and attached it previous respons on this message.

Dear beeshanekom,

thank you for your message.

• Have you showed the footage to BC. Game Casino?
• Has any explanation been provided to you from casino?
• Have you received any communication regarding this issue from casino? Could you please share it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Please see photosnin next reply in regards to thebconversation with support



Pleaae see above

Any feedback?

Dear beeshanekom,

thank you for your messages.

• Is your player's account still accessible to you?
• Could you please share your game log with me? My email address is katarina.d@casino.guru.

Looking forward to your reply.

Katarina

Sure, busy uploading it into a blogpost and mailing it - Ive got muktiple screen recordings, bet ID's etc. Will send it soon just uploading all of it as its a few pieces of media

Dear beeshanekom,

thank you for your message.

I am following up to confirm whether the email containing the requested game log has been sent. I have not yet received a new email from you.

Please let me know if you received it thank you

Hi, just want to follow up did you receive my email?

Dear beeshanekom,

Thank you for your messages and emails. I apologize for the delayed response. I was on sick leave and unable to reply.

I have received your emails with communications with the casino support. However I was hoping you may be able to share your game log with me. Can you access it and forward it to me, please?

Looking forward to your reply,

Katarina

Came log as in Bill?

Pretty sure that was attached in my email, just be on the same level - you want the log of containing the bet ID etc right?

Any Feedback?

Dear beeshanekom,

Thank you for your messages.

By the game log I mean a complete list of games you have played. You either can access it in your player's account game history or you have to request it from casino support. Either way, it should contain the entire list of your bets and wagers, your games, your winnings and losses. It is usually a big table with a lot of data in it. Can you please try and request it from the casino support?

Looking forward to your reply.

Katarina

Game logs was sent to your email address as reqeusted the following dates:

6 May 2025

16 May 2025

15 June 2025

Has there been any positive progress made in this ticket? Seems we've entered yet another month with it being unresolved

Dear beeshanekom,

Thank you for your message.

I acknowledge receipt of your emails. However, the documents provided appear to be duplicates of previously submitted materials, specifically the casino live chat logs and the video.. To clarify, I am requesting your game history, a document typically in Excel format, detailing records of your past games. This document should include data such as game times, wagers, wins, and losses, among other relevant information. This information is crucial in identifying the source of the discrepancy. Please locate this document within your player account or request it from customer support. Then, kindly forward it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hi Katarina,

Give me till the morning to compile this for you.

Regards

Dear beeshanekom,

Thank you for your message.

The document you shared does indeed appear to be the game history I have asked for. Could you kindly forward me the whole document to my email katarina.d@casino.guru. Please do not send a screenshot, but the whole downloaded document.

Looking forward to your reply,

Katarina

Dear beeshanekom,

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 exported and sent youba pdf containing the needed information starting from the 28th to 30th.

How long will this ticket still be open before being resolved?

Thank you very much, beeshanekom, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 beeshanekom,

Your screenshots show you bet on dice rolls exceeding 95.03, which has a 4.97% probability. As support mentioned, this outcome has a 19.3158x payout. I've attached two screenshots for your reference.

Your setting:

My setting:

As you can see, the game is configured correctly according to the odds you've chosen. In your case, the casino displayed the multiplier incorrectly, but the game itself was set up properly. It was a visual error.

I understand that, do however see video logs as well.

Its always a 'visual error' when it does hit they argue the X19 Multi.

Let me get the correct time stamo, it hit 3 times on the 4800X multi that was credited on a X19

Please look on this screenshot from your video:

The result: 96.78 was marked as a win because you bet that the number would be greater than 95.03.

If the multiplier would be 4800x and chance 0.02 the bet must be set to 99.98 and above.

0.02 and 4800 are wrong.

Dear beeshanekom,

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,
Matej
Casino.Guru