BC.Game Casino - Jogador solicita reembolso devido a desconto indevido.

I placed a $1 bet on Funky Time (Evolution Gaming) at BC.GAME (www.bc.game). When I checked my balance, $100 was deducted instead of $1.

I contacted BC.GAME support immediately. They refused to investigate properly and claimed their system logs show a $100 bet. They told me I needed a screen recording to prove it, but I didn't expect an error so I don't have one.

I have been a loyal player on BC.GAME for years. Their internal transaction logs will clearly show this error. I am asking for a fair investigation and my $100 refund.

Support chat screenshots are attached below.

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.

Hello, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Dear Betting_loss,

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 wanted to bet 1$ on each 3 letters on their game but their game glitched and it took the bet as 100$ on each of the 3 letters instead of 1$ and ehich made my balance clear, this is why i am conacting you and please correct the information of the problem that i have

Thank you for the clarification.

Unfortunately, we won't be able to proceed with the complaint without supporting evidence. At the moment, we only have your statement regarding the incorrect bet amount, while the casino claims that its records show the wager was placed as $100.

Could you please check whether you have any additional evidence, such as your game history, game logs, screenshots, or a screen recording that reflects the error or the incorrect bet amount? Any information showing the exact time of the incident and the affected round would also be helpful.

Without evidence supporting your claim, it would not be possible for us to confront the casino.

Thank you in advance for your cooperation.

Dear Betting_loss,

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,
Attila
Casino.Guru