BC.Game Casino - Jogador solicitando reembolso devido a um bug no jogo.

Dear Awxmoyb0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I am sorry but looking through 82 screenshots worth of gaming history is impractical and inefficient from our point of view. Kindly request your gaming history from casino support in a .csv file or format that can be explored in MS Excel.

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

• Have you stopped playing immediately after encountering the issue and reported the bug to casino support? With what result?
• Have you asked the casino for a refund of the lost funds already? With what result?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Kindly request your gaming history from casino support in a .csv file or format that can be explored in MS Excel.

-> BC Game has rejected. So, you can ask gaming history.

'Unfortunately, the transaction history is only available for the past 60 days. This policy applies to our end as well. Kindly requesting your understanding dear!'

Have you stopped playing immediately after encountering the issue and reported the bug to casino support? With what result?

-> Yes, I had reported about that. In 3-5 days, support has answered that everything is ok.

Have you asked the casino for a refund of the lost funds already? With what result?

-> No refund. Default messages.

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

-> Policy of bc.game: to change VIP managers every 2-3 months and to delete all the chats. So, you can request it too.

I have more videos of bugs. If I won't get a refund - I post it on YouTube + livestream. I suggest Casino Guru to start a truly independent investigation.

Thanks for your reply.

I am discussing the case with the casino representative in a conversation outside the thread. I requested further information from the casino and I am waiting for their reply. Thanks for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

As we can see in the videos as well, the issue is not from our end, as we can see multiple users cashing out from the game in the video. This can be caused by user network issues/ browser issues. However, we have checked our logs, and we have found no issues at all.

Best Regards

BC.GAME

Dear Awxmoyb0,

I will now transfer your complaint to my colleague Michal (michal.k@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 Awxmoyb0,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

Can you please specify when the "bug" occurred exactly (time and date) and the bet ID?

I have provide screenshots of betting history so you can ask these details at bc.game

About bc.game answer:

others users made cash out using small amounts, my avg bet was $100.

internet connection was ok-> on the video you can check it, the same browser

this bug was on bc.game side so I ask a refund

Dear Awxmoyb0,

I have asked when the "bug" occurred exactly (time and date) and the bet ID because you have made a lot of bets in that game, and you have continued to play in the casino up until this day, so it's very hard to find it in your game log. In the video, this is not showing as well, so it is expected that you will provide us with this information. The link that you provided earlier is not working anymore fex.net/s/rckbzfp.

Dear Awxmoyb0,

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.

https://fex.net/ru/s/oto2zr1

Dear Awxmoyb0,

Thank you for providing the additional information once again.

I would like to address a couple of points. Firstly, it is somewhat unusual that you opted to submit your complaint on our forum nearly six months after the incident occurred. When you initially contacted the casino team, they conducted a comprehensive review of your case and found no discrepancies on their part. Furthermore, there were no reports from other players experiencing similar issues with the game, which further suggests that the problem did not stem from the casino. The casino team did reach out for more information, but the lack of a follow-up from you led them to believe that the matter had been clarified.

Secondly, it seems most likely that the game issue you experienced was related to your use of a VPN. I have obtained your login history from the casino, which shows that you connected from various countries for the majority of the time, indicating VPN usage. This most likely has affected your connection speed, which is crucial for game performance. The slower or occasional disrupted internet connection resulting from the VPN likely caused the issues you encountered, but this aspect falls under your responsibility rather than that of the casino.

I understand that this response is probably not one you had hoped for, but after reviewing all the information and evidence, I have not identified any wrongdoing on the casino side. Please let me know if there is something I might have overlooked or if you need assistance with anything else.

Open your corrupted eyes and check the videos

i did not use VPN!

casino blocked cash out for me

if you and casino won’t to see these videos on YouTube (I have a full version also)

I’m waiting for compensation

Dear Awxmoyb0,

I have reviewed all the information you have provided us including the videos. How can you prove from these that you did not use a VPN at that time?

You do understand that most if not all casinos can (in some jurisdictions have to) detect the IPs you are using or are accessing your casino account from, right? Even we can see that you are using a VPN when you are accessing our webpage as the IPs are from 4 different countries.

It is important to note that there have been no indications from other players facing comparable difficulties with the game at that time. The issues you experienced have been most likely influenced by a slower or intermittently disrupted internet connection due to the VPN, which is ultimately a matter for you to manage rather than the casino's responsibility.

If you possess any other evidence that will prove there were no internet issues on your part and that you have not used a VPN, feel free to share that with me.

I have reviewed all the information you have provided us including the videos. How can you prove from these that you did not use a VPN at that time?

ask bc.game to provide my log in history showing ip!!!! That’s easy

I’m sure 100% about VPN - ask bc.game

at the court I would provide info from internet provider.

Dear Awxmoyb0,

It seems that my earlier message may not have received your full attention, as I noted the following:

I have obtained your login history from the casino, which shows that you connected from various countries for the majority of the time, indicating VPN usage. This most likely has affected your connection speed, which is crucial for game performance. The slower or occasional disrupted internet connection resulting from the VPN likely caused the issues you encountered, but this aspect falls under your responsibility rather than that of the casino.

So, if you have any additional evidence that demonstrates there were no internet issues on your end and that you did not use a VPN, please feel free to share it with me; otherwise, I will be forced to proceed with closing your complaint as rejected.

check the day of accident’s log history. There was no usage of vpn. Provide to me this history, that’s ip of Moldova (10001%)

I’m a victim, so you must provide evidences (including usage of VPN). I have provided 2 videos of 10 showing bugs and loss of funds.

Dear Awxmoyb0,

I have reached out to the casino team for further details, and in the meantime, I have received some other information. It appears that you have been engaging with both the Crash game and Limbo throughout the day, albeit not simultaneously but only a few seconds apart. Additionally, you had multiple browser tabs opened where these games were active. This, on its own, is nothing bad, of course, but this could have (and most likely did) contributed to the slowing of your internet connection, which seems to be the main reason for the issue you have had for the couple of sessions in the Crash game.

Another fact that raises questions is that despite having the issue with the Crash game, you still continued to play it for the next hours and days. Typically, most players would pause their activity at this point due to concerns about losses and try to resolve the issue with the casino support. While you did that at first, but at a later stage, it looks like you just continued playing.

As I mentioned, I have requested more information and evidence from the casino team. However, the current indications suggest that the issue may have originated from your end rather than from the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

We have forwarded you the evidence requested.

Best Regards

BC.GAME

Thank you for all the provided information and evidence, BC.GAME team.

Dear Awxmoyb0,

After a thought review of all the information and evidence we could gather, I'm afraid I cannot pursue your case further. While I do acknowledge that based on the video you have shared with us, the cash-out option was indeed not fully working for you in those instances, but as I have already mentioned, there were no reports from other players experiencing similar issues with the game, which further suggests that the problem did not stem from the casino. Even in the video, you can see that other players have cashed out normally, so the game itself did not show any issues.

As mentioned previously, I have obtained your login history from the casino, which indicates that you accessed your account from various countries most of the time, suggesting the use of a VPN. Throughout the day, you were actively playing both the Crash and Limbo games.

Moreover, you had several browser tabs open with these games running. While this in itself isn't problematic, it most likely contributed to the slowdown of your internet connection, which seems to be the primary cause of the issues you've experienced during those sessions in the Crash game.

Another point of concern is that, despite encountering problems with the Crash game, you continued to play it for several hours and even days afterwards. Generally, most players would take a break at this point due to worries about losses and would seek assistance from casino support. Although you initially did reach out for help, later on, instead of fully cooperating with the casino team to find the issue, you chose to keep playing. You have reached out to us for help after almost 6 months from the incident, which raises questions about its legitimacy.

Taking all these factors into account, it strongly suggests that the issue most likely originated from your side rather than the casino's. Therefore, we regret to inform you that we are unable to offer any additional support regarding this matter. I realize this may not be the resolution you were hoping for, but after thoroughly examining all the information and evidence, we found no misconduct on the part of the casino.

You are certainly entitled to disagree with this conclusion and are encouraged to contact the casino licensing authority if you believe the casino has treated you unfairly. However, we will now proceed to close this case as rejected.

We sincerely apologize for not being able to assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will do our best to assist you.

Best regards,

Michal

Casino Guru