BC.Game Casino - Os ganhos dos jogadores foram limitados.

I wagered a deposit bonus and had an account balance of over 4000CA$ (2700€). After fulfilling the bonus requirements, I was only credited with just over 500CA$ (300€) and the rest was deleted without any notice. There is no mention anywhere of such bonus conditions or a max cashout limit. Over the past few months, I've wagered more than 270,000€ at BC and have incurred losses exceeding 14,000€ in this casino. It seems that many things at BC do not function as advertised. The deletion of my balance after completing the wagering requirements is the ultimate frustration. I have ample evidence in the form of screenshots that document my winnings and balance. I can also prove that there is no mention of any max cashouts, etc.

I wagered a deposit bonus and had an account balance of over 4000CA$ (2700€). After wagering the bonus, I was only credited with just over 500CA$ (300€) and the rest was deleted without notice. There is nothing anywhere about bonus conditions or max cashouts. I have wagered more than 270,000€ at BC over the last few months and have had losses of well over 14,000€ in this casino. A lot of things at BC don't seem to work as advertised. The deletion of my balance after meeting the wagering requirements is the absolute icing on the cake. I have sufficient evidence in the form of screenshots that show my winnings and balance. I can also prove that there is no mention of any max cashouts etc.

Habe einen Deposit Bonus umgesetzt und hatte einen Kontostand von über 4000CA$ (2700€). Nach umsetzen des Bonus wurden mir lediglich etwas über 500CA$ (300€) gutgeschrieben und der Rest Betrag ohne Ankündigung gelöscht. Es steht nirgends wo etwas zu derartigen Bonusbedingungen oder einem Maxcashouts. Ich habe über die letzten Monate mehr als 270.000€ bei BC umgesetzt und hatte weit über 14.000€ Verluste in diesem Casino. Vieles scheint bei BC nicht so zu laufen wie beworben. Das mit dem löschen meiner Balance nach Erfüllung der Umsatzbedingungen ist nun die absolute Krönung. Ich habe ausreichend Beweise in Form von Screenshots die meine Gewinne und Guthaben belegen. Außerdem kann ich belegen das dort nichts von irgend welchen Maxcashouts etc. erwähnt wird.

I wagered a deposit bonus and had an account balance of over 4000CA$ (2700€). After wagering the bonus, I was only credited with just over 500CA$ (300€) and the rest was deleted without notice. There is nothing anywhere about bonus conditions or max cashouts. I have wagered more than 270,000€ at BC over the last few months and have had losses of well over 14,000€ in this casino. A lot of things at BC don't seem to work as advertised. The deletion of my balance after meeting the wagering requirements is the absolute icing on the cake. I have sufficient evidence in the form of screenshots that show my winnings and balance. I can also prove that there is no mention of any max cashouts etc.

Dear david1989schreiber,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you activated? If possible, please post a promo code or link you used to activate the offer here in this thread.
• How much did you deposit in order to activate this bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It is a daily deposit bonus. Unfortunately I cannot upload any screenshots here - this is always aborted. However, I have forwarded all the necessary screenshots to Kristina by email. BC has still not come to an agreement!

Es handelt sich um einen Daily deposit Bonus. Leider kann ich hier keine Screenshots hochladen - dies wird immer abgebrochen. Ich habe aber alle nötigen Sceenshots an Kristina per Mail weitergeleitet. Seitens BC kam es immer noch zu keiner Einigung!

After a long search, I found the conditions for the bonus on the BC website. It says that the bonus amount and all associated winnings are available for withdrawal after 35x wagering. However, I was only credited with the bonus amount. The VIP host has been putting me off for days and says that he cannot understand my request. The VIP host has not responded to screenshots sent to me via Telegram!

Auf der Seite von BC habe ich nach langer Recherche Bedingungen zu dem Bonus gefunden. Hier draus geht hervor das der Bonusbetrag und alle damit verbundenen Gewinne nach dem 35X umsetzen zur Auszahlung bereit stehen. Mir wurde allerdings lediglich der Bonusbetrag gutgeschrieben. Der VIP Host vertröstet mich seit Tagen und weist darauf hin mein Anliegen nicht verstehen zu können. Auf per Telegram zugesendete Screenshots antwortet mir der VIP Host nicht!

Thank you very much for your reply, david1989schreiber. Could you please specify which games you played while this bonus was active?

Additionally, if there is any other relevant communication between you and the casino, please forward it to me.

While the bonus was active there was only a limited selection of games. You could access these games via the active bonus field (see screenshot). I mostly played the games: Sugar Bang Bang, Cash Maker 2, Samurai Clash and Reel Big Catch. The larger winnings that pushed me to a high balance of over CA$4000 came from these games. I recently played Samurai Clash and Cash Maker 2 (see screenshots), which is how I ended the bonus. I had already sent them emails about all of these winnings and the balance because unfortunately I can't upload screenshots here. There was no response from the support/VIP host regarding the whereabouts of my balance. Not even on Telegram where I sent the host the screenshots. I still haven't had my money credited to my account.

Während der Bonus aktiv war gab es nur eine begrenzte Spiele Auswahl. Zu diesen Spielen ist man über das aktive Bonus Feld gelangt (siehe Screenshot). Ich habe überwiegend die Spiele: Sugar bang bang, Cash maker 2, Samurai clash und reel big catch gespielt. Aus diesen Spielen stammten auch die größeren Gewinne die mich auf das hohe Guthaben von über 4000 CA$ gepusht haben. Ich habe zuletzt Samurai clash und Cash maker 2 gespielt (siehe Screenshots) womit ich den Bonus beendet habe. Über all diese Gewinne und dem Guthaben hatte ich ihnen bereits emails geschickt da ich hier leider keine Screenshots hochladen kann. Von dem Support / VIP Host gab es keine Antwort bezüglich des Verbleibs meines Guthabens. Auch nicht bei telegram wo ich dem Host die Screenshots gesendet habe. Ich habe Mein Geld nach wie vor nicht gutgeschrieben bekommen.

Thank you very much, david1989schreiber, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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. Is this still going to continue?

Hallo. Geht es hier auch noch mal weiter?

Dear david1989schreiber,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you please provide a detailed explanation regarding this case? Specifically, I seek clarification on the reasons for capping the player’s balance after they fulfilled the wagering requirements associated with the deposit bonus.

Thank you in advance for your cooperation and prompt response!

Best Regards,

Kubo

If BC Game does not comment on this and does not credit my winnings to me soon, I will, on the advice of my lawyer, file a lawsuit against the casino and claim my gambling losses under German law. The reason for this is that I feel completely cheated by BC Game.

I have now wagered almost €300,000 in the casino since September 2024 and have not made any winnings. The first real win at BC Game relates to this case. And this win is being denied to me by the BC Game casino.

Sollte BC Game sich hierzu nicht äußern und mir meinen Gewinn nicht als bald gutschreiben werde ich auf Anraten meines Anwalts Klage gegen das Casino einreichen und meine Spielverluste nach deutschen Recht geltend machen. Begründung hierzu ist das ich mich von BC Game absolut betrogen fühle.

ich habe nun seit September 2024 fast 300.000€ in dem Casino umgesetzt und keinerlei Gewinne zu verbuchen. Der erste richtige Gewinn bei BC Game bezieht sich auf diesen Fall. Und dieser Gewinn wird mir von dem Casino BC Game verwehrt.

BC.Game's motivation to respond here is just as high as their support. The VIP host tells you his working hours every day but leaves all concerns and questions unanswered. I can hardly imagine that BC.Game will respond to my concern here in a timely manner. It was advertised as the "non plus ultra" casino - nowhere else are you supposed to get as many bonuses and rakebacks and so on as at BC.Game. It's all just deception and pretense! You don't get any notable weekly or monthly bonuses at BC.Game, let alone get your winnings from the deposit bonus credited to your account. I've spoken to many other players now and I'm not the only one who hasn't received their winnings. I think you should completely avoid bonuses etc. at BC.Game and only play raw or look for a completely different casino. I'm very curious to see whether BC.Game will still credit my winnings and tell me that this is a misunderstanding. However, I can't imagine that this wish will come true...

die Motivation von BC.Game hier zu antworten ist genau so hoch wie im Support bei denen. Der VIP Host teilt einem täglich seine Arbeitszeiten mit aber lässt alle Anliegen und Fragen unbeantwortet. Ich kann mir kaum vorstellen das sich BC.Game hier noch zeitnah zu meinem Anliegen äußert. Es wurde als "das non plus Ultra" Casino beworben - nirgends wo anders soll man so viel Bonis und rakebacks und so weiter erhalten wie bei BC.Game. Alles nur trug und Schein! Weder bekommt man bei BC.Game nennenswerte weekly’s und monthly’s geschweige denn bekommt man seine Gewinne aus dem Einzahlungsbonus gutgeschrieben. Ich habe mittlerweile mit vielen anderen Spielern gesprochen und bin nicht der einzige der seinen Gewinn nicht erhalten hat. Ich denke man sollte Bonis etc. bei BC.Game voll und ganz meiden und ausschließlich raw spielen oder sich ein komplett anderes Casino suchen. Ich bin sehr gespannt ob BC.Game mir meine Gewinne noch gutschreiben wird und mir mitteilt das es sich hier um ein Missverständnis handelt. Vorstellen das dieser Wunsch eintreffen wird kann ich mir allerdings nicht mehr…

Hello,

Can you provide me with more information on which bonus it was? If you can provide me a screenshot, that will help me understand, and I will be able to assist you with it accordingly.

Best Regards

Panda - BC.GAME

I have provided all necessary screenshots to Casino Guru staff and my VIP host at BC via Telegram.

Ich habe alle notwendigen Screenshots den Mitarbeitern von Casino Guru und meinem VIP Host bei BC per Telegram zur Verfügung gestellt.

Unfortunately, I am unable to check those. I will need you to upload those screenshots here so I can assist you with this accordingly. As now the complaint is opened here, the host or BC customer support is unable to help. Only I will be able to help with this.

Best Regards

Panda - BC.GAME

As already mentioned, you cannot upload pictures from your iPhone!

Give me your email address and I will send you all the necessary screenshots again!

In my opinion, this is a poor excuse. Of course, the VIP host could and should have helped. Furthermore, I am sure that they can access the pictures I sent to the VIP host as well as my profile! It's about the "deposit bonus" that I received on January 1st, 2025 at BC.Game and successfully implemented.

wie bereits erwähnt kann man hier vom iPhone keine Bilder hochladen!

geben sie mir ihre email Adresse und ich sende ihnen alle notwendigen Screenshots auch nochmal zu!

in meinen Augen ist dies eine schlechte Ausrede. Selbstverständlich hätte bereits der VIP Host helfen können und müssen. Des Weiteren bin ich mir sicher das sie auf die Bilder die ich dem VIP Host gesendet habe wie auch auf mein Profil zugreifen können! Es geht um den „deposit bonus" den ich am 01.01.2025 bei BC.Game bekommen habe und erfolgreich umgesetzt habe.

Dear BC.Game Casino,

In order to proceed with the investigation, I’d like to bring your attention to the evidence provided by the player. The bonus in question is referred to as the "Daily Deposit Bonus" and was claimed by the player on January 1, 2025, at 03:17. I would appreciate it if you could review the details and provide any relevant information.

Thank you for your attention to this matter.

It seems that BC.Game has no interest in clarifying the situation with me. I still haven't received a request from BC.Game for an email address for the screenshots.

I have now reached the point where I have to assume that this is a clear scam. I will only take back this allegation once I have received my money from BC.Game, which I honestly won and wagered in the said bonus.

I am very disappointed with this casino - they would think they would have earned enough from me. But it seems that BC.Game doesn't allow you to win back even 10% of your total losses.

Allem Anschein nach hat BC.Game kein Interesse daran die Situation mit mir zu klären. Ich habe immer noch keine Anfrage von BC.Game bezüglich einer Email Adresse für die Screenshots bekommen.

Ich bin mittlerweile an dem Punkt angekommen das ich von einem ganz klaren Betrug ausgehen muss. Diese Unterstellung nehme ich erst dann zurück wenn ich mein Geld von BC.Game erhalten habe welches ich auf ehrliche Weise in dem besagten Bonus gewonnen und gewagert habe.

Ich bin sehr enttäuscht von diesem Casino - man sollte meinen genug an mir verdient zu haben. Aber allem Anschein nach gönnt BC.Game einem nicht einmal 10% seiner gesamten Verluste zurück zu gewinnen.

When and how will things continue here? If this case does not lead to a positive result for me in the near future, I would like to instruct my lawyer to sue for the money on my behalf! I have run out of patience!

Best regards

Dave

wann und wie geht es hier nun weiter? Sollte dieser Fall hier nicht zeitnah zu einem für mich positiven Ergebnis führen, würde ich gerne meinen Rechtsanwalt beauftragen das Geld für mich einzuklagen! Meine Geduld ist nun am Ende!

Beste Grüße

Dave

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

I still can't upload any screenshots here. I'm offering to send the BC.Game Casino the screenshots again by email.

If BC.Game still does not respond and does not refund my balance of around €2700, I will also provide this process to my lawyer in order to pursue a lawsuit.

Hallo

Ich kann hier nach wie vor keine Screenshots hochladen. Ich biete dem BC.Game Casino erneut an die Screenshots per Mail zur Verfügung zu stellen.

Sollte sich BC.Game weiterhin nicht äußern und mir mein Guthaben von ca. 2700€ erstatten werde ich diesen Verlauf hier ebenfalls meinem Rechtsanwalt zur Verfügung stellen um eine Klage voran zu treiben.

Dear david1989schreiber,

Unfortunately, BC.Game Casino failed to respond within the given timeframe. I also attempted to contact their representative, "Panda," externally, as this usually helps speed up the process, but I did not receive a response either.

Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo

Dear david1989schreiber,

We have reopened this complaint at the request of BC.Game Casino to provide another opportunity for resolution. Our goal is to assist both parties in reaching a satisfactory conclusion.

The casino representative is now available again, and we can proceed with the resolution process.

Hello Kubo.

That makes me happy - I'm curious to see whether BC.Game will now recognize its mistake and finally refund my money.

I have just tried again to upload pictures here, but unfortunately this is still not possible. If pictures are needed, I offer to provide them again by email or Telegram! My colleague Kristina at Casino Guru as well as my VIP host have already received all the pictures/screenshots.

Hallo Kubo.

das freut mich erst einmal - ich bin gespannt ob BC.Game jetzt seinen Fehler einsieht und mir endlich mein Geld erstattet.

Ich habe soeben nochmal versucht hier Bilder hoch zuladen, dies ist nach wie vor leider nicht möglich. Sollten Bilder gebraucht werden biete ich erneut an diese per Mail oder Telegram zur Verfügung zu stellen! Die Kollegin Kristina bei Casino Guru wie auch mein VIP Host haben die Bilder / Screenshots bereits alle bekommen.

Hello

Three days have already passed and there is still no news from BC.Game.

what's going on? Why is there no statement from the Casiono BC.Game?

I was informed that the case was reopened because BC.Game requested it. Where is the answer from BC.Game???

my patience is at an end!

Hallo

jetzt sind schon wieder drei Tage vergangen und es gibt nach wie vor nichts Neues von BC.Game.

was ist da los? Wieso kommt keine Stellungnahme von dem Casiono BC.Game?

mir wurde mitgeteilt das der Fall erneut eröffnet wurde weil BC.Game darum gebeten hat. Wo bleibt die Antwort von BC.Game???

meine Geduld ist am Ende!

Hello,

As we spoke to Kubo regarding the case and provided all the relevant information with all the evidence. The bonus here was $366, not 4000 CAD. The 4000 CAD was the bonus money received by the user to complete the wagering requirements, and once that was met, the bonus money was removed, and the real money, which was $366, was added to the user account.

Best Regards

BC.GAME



Hello

Nowhere are there any conditions that state that the money is bonus money that expires after it has been wagered. I am in contact with several players who have had the same thing happen to them at BC.Casino. We have researched everything on the BC.casino website and everywhere you can find information about deposit bonuses, but that you can only withdraw the bonus money and all the winnings you have received with it after it has been wagered.

Both I and a few other players come from a well-known streamer and were referred to BC.Casino through him.

We went through various very time-consuming procedures to get our VIP status and level from our former casino at BC.casino and to be able to benefit from all the advantages straight away. Unfortunately, we were cheated here too as there were and are no advantages for us at all. There were fake promises to play at BC.Casino, but nothing ever came of them. And now we're being told that we won't get our winnings after wagering the deposit bonus, but only the initial bonus amount - I can only laugh about that. BC.Casino is the most ridiculous and deceptive of customers. A casino that buys a premium league football club but cuts and reduces bonuses for customers in the casino. Final result = keep your hands off! You can't win anything here!

Hallo

nirgend wo stehen derartige Bedingungen das es sich bei dem Geld um Bonus Geld handelt welches nach umsetzen verfällt. Ich bin im Kontakt mit mehreren Spielern denen gleiches bei BC.Casino passiert ist. Wir haben alles auf der Website von BC.casino recherchiert und überall findet man zu deposit Bonus nur das man das Bonus Geld und alle damit erhaltenen Gewinne nach dem umsetzen auszahlen kann.

sowohl ich wie auch ein paar andere Spieler kommen von einem bekannten Streamer und worden über diesen zu BC.Casino geworben.

wir sind diverse sehr Zeitaufwendige Prozeduren durchlaufen um unseren VIP Status und Lvl von unserem ehemaligen Casinos bei BC.casino zu erhalten und sofort von allen Vorteilen profitieren zu können. Leider wurden wir auch hier betrogen da es überhaupt gar keine Vorteile für uns gibt und gab. Es waren vorgetäuschte Versprechungen um bei BC.Casino zu spielen wovon nie irgend etwas eingetroffen ist. Und jetzt erzählt man uns hier man würde seine Gewinne nach dem umsetzen des deposit Bonus nicht bekommen sondern lediglich den anfänglichen Bonus Betrag - also da kann ich wirklich nur drüber lachen. BC.Casino ist an Lächerlichkeit und Betrug am Kunden nicht zu überbieten. Ein Casino welches sich einen Premium Liga Fußball Club kauft aber den Kunden im Casino die Bonis streicht und kürzt. Schluss Resultat = Finger weg! Hier kannst du nichts gewinnen!

I'm asking Kubo for his email address! I'm sending all screenshots that prove that there were no 1x conditions and that all winnings could be paid out! And lots of other proof - luckily I have all the proof as screenshots! It's no problem for me to convict BC.Game!

Ich bitte Kubo um seine email Adresse! Ich sende alle Screenshots die belegen das es keine 1x Bedingungen gab sondern alle Gewinne mit ausgezahlt werden konnten! Und noch viele weitere Beweise - ich habe zum Glück alles an beweisen als Screenshot! Es stellt kein Problem für mich da BC.Game zu überführen!

I would like BC.Casino to provide the bonus terms and conditions from their homepage, where it says that the winnings from the deposit bonus are deducted! There is nothing written on the website in any of the bonus terms and conditions that players can see. We have read through everything again and there is nothing to support BC.Casino's claim! So it is a scam! BC.Casino can stand on its head and continue to make claims. It doesn't change the fact that I and other players are right.

Ich möchte gerne das BC.Casino hier einmal die Bonusbedingungen von ihrer Homepage bereitstellt wo geschrieben steht das man die Gewinne aus dem Deposit Bonus abgezogen bekommt! Auf der Website ist in allen Bonusbedingungen nichts geschrieben und für Spieler ersichtlich. Wir haben uns nochmal alles genau durchgelesen und man findet nichts zu der Behauptung von BC.Casino! Also ist es Betrug! Da kann sich BC.Casino auf den Kopf stellen und weiterhin Behauptungen aufstellen. Es ändert nichts an der Tatsache das ich und andere Spiele im recht sind.

Dear david1989schreiber,

If you have any additional information beyond what you have posted in this thread, feel free to send it to me at jakub.m@casino.guru.

Dear Panda & BC.Game Casino,

Could you please provide more details about the specific bonus in question, along with its full terms and conditions?

Thank you.

Kubo, I sent you some more pictures from the bonus via email.

I would now like to see from BC.Game what the bonus terms and conditions for this bonus are and where it says that all winnings expire after a successful wager. In fact, there is nothing about this anywhere!!!

Kubo ich habe dir nochmal einige Bilder aus dem Bonus gesendet per Mail.

Ich möchte jetzt gerne von BC.Game sehen wo die Bonusbedingungen zu diesem Bonus standen und wo es steht das alle Gewinne nach dem erfolgreichen wager verfallen. Hierzu steht nämlich in Wahrheit nirgendwo irgend etwas!!!

Dear ladies and gentlemen from Casino Guru. Thank you for your efforts in my case!

I will now give the lawyer the go-ahead to file a lawsuit against BC.Game. We are simply not making any progress here and my patience has finally run out! BC.Game is simply not offering any decent conversation or statement. I have been waiting in vain for my credit for almost two months now - I've had enough! I sincerely hope that there will be a negative review for BC.Game to protect other players from this kind of fraud.

My final words go to BC.Game: I look forward to the court hearing with you! It will be a personal pleasure for me to put a stop to you and your dubious dealings!

To all people who like to play in online casinos - find another casino that won't cheat you out of your bonus! You can't win anything here!

case closed...

Sehr geehrte Damen und Herren von Casino Guru. Danke für euren Einsatz in meinem Fall!

ich werde dem Rechtsanwalt nun das Go geben Klage gegen BC.Game einzureichen. Wir kommen hier einfach nicht weiter und meine Geduld ist nun endgültig am Ende! Von BC.Game kommt einfach nichts an anständiger Konversation und Stellungnahme. Ich warte nun seit fast zwei Monaten vergeblich auf meine Gutschrift - es reicht mir! Ich wünsche mir von Herzen das es eine negativ Bewertung für BC.Game zufolge hat um andere Spieler vor derartigen Betrug zu bewahren.

mein Schlusswort gilt BC.Game.: Ich freue mich auf die Verhandlung vor Gericht mit ihnen! Es wird mir eine persönliche Freude sein ihnen und ihren unseriösen Machenschaften Einhalt zu gebieten!

an alle Leute die gerne online im Casino spielen - sucht euch ein anderes Casino welches euch nicht um euer Bonus betrügt! Hier könnt ihr nichts gewinnen!

Fall geschlossen…

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 I mentioned in my previous reply, the bonus was 366, not 2800. As you can see in the screenshot provided by the user, it also clearly shows that a deposit bonus of 366 will be there once the user completes the wager requirements mentioned.

Best Regards

BC.GAME

Dear david1989schreiber,

After reviewing your case, we must side with the casino in this instance. While it may not have been immediately clear, the withdrawable real money portion of the bonus in question was visibly stated. The amount you accumulated through wagering was part of the bonus used solely to meet the wagering requirements, as confirmed by the casino representative.

For this reason, I must regretfully reject your complaint as unjustified.

I appreciate your understanding, and I’m sorry I couldn’t provide a more favorable resolution this time. If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you.

Best Regards,

Kubo