BC.Game Casino - Os ganhos do jogador estão sendo contestados.

I don't want to pay out when I turned off the game they only left me 500 so technical support wrote to me that I have 366778 euros and so they didn't answer and told me that I didn't win that I had re-bet. I looked at the statistics and when I counted the bets it was clear that I had finished and that the 15000 sol had not been added to my balance.

Nechcu vyplatit ked som vypol hru nechali mi len 500 tak technicka podpora mi napisala ze mam 366778 eur a tak neodpovedali a povedali mi ze som nevyhral ze som yo prestavkoval. Ja som pozrel do statistyk a ked som spovital stavky tak bolo jasne ze som to ukoncil a ze 15000 sol mi nezapocitali do balance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.game Casino. If you wish to ascertain that your records of the casino are correct, we would recommend that you contact casino support and request your game history for the relevant time period. Game history represents the records of your game activity, with bet amount and other details related to your gameplay.

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

• Is there any evidence that the casino didn't credit winnings to you, or that your winnings were confiscated?
• Would you be able to explain the timeline of events and the situation in more detail?

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,

Tomas

Yes, there is evidence, at least technical support wrote to me. I was looking where my money disappeared, so I screenshotted the game and how much I re-bet in it. I looked at the statistics where the number of bets was underlined in blue. The 500 that they left me in the bcd. I also re-bet while waiting. They also threw me some money without value. And they didn't credit me with the 15,000 sol. They said I re-bet.

Ano existuju dokazy najpr mi to napisala technicka podpora. Pozeral som kde mi zmizli tie peniaze tak som screensotol hru kolko som v nej prestavkoval. Pozrel som statistiku kde mi pocet stavok sedel pod podskrtnute modre. Tych 500 co mi nechali v bcd. Som este pretocil pocas cakania. Aj dajaku menu ci mi hodili bez hodnoty. A tych 15000sol mi nepripisali. Povedali ze som prestavkoval.

Hello Jrvr7770,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Jrvr7770,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I am afraid there is little context and evidence for us to reach any conclusionthat the casino owes you anything.

Kindly provide a detailed explanation of the situation and evidence that the amount is missing.

Share the information here or send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation and reply.

Thank you for your detailed explanation and for providing screenshots.

We understand the player’s concern regarding the alleged missing balance after ending the game session.

However, based on the currently provided materials, the evidence is not sufficient to conclusively determine whether the amount in question was settled, re-bet, or remained part of an active game session.

The screenshots shared so far only show aggregated statistics and partial balance views, which do not replace the detailed bet-by-bet transaction history required for a proper investigation.

To proceed with a full verification, we kindly ask the player to provide the following additional information:

A complete bet history or game log for the affected game session, including timestamps, bet IDs, stakes, and outcomes.

The exact time when the game was closed and when the balance was checked.

Screenshots showing the account balance immediately before and after the disputed game session.

If available, any system message confirming that the game session was fully ended with no active bets.

Once this information is provided, we will be able to thoroughly review the case and clarify whether the disputed amount was correctly processed according to the game mechanics and platform rules.

We remain open to cooperation and are ready to investigate this matter further once the necessary data is available.

I can't log in there. Is there enough evidence?

Nemozem sa tam prihlasit. Je malo dokazou?

I have more evidence here.

tu mam dalsie dokazy

Thanks to both parties for your reply.

Dear Jrvr7770,

Is there any other evidence that would let us conclude there is any balance missing or that there are any inconsistencies in the balance on your account?

Share it here or send it to my email at tomas@casino.guru

Dear Jrvr7770,

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,
Tomas
Casino.Guru