BC.Game Casino - Spelaren kräver återbetalning på grund av spelförseningar.

Good evening, on December 6, 2024, at 00:55:37, I placed a bet of €7,717.93 on the game Crash. The rocket went up, and I clicked to cash out at 1.25x. However, due to delays in the game, as usual, the rocket soon crashed at 1.27x, and I lost all my money because of a (delay in your game). I would like a refund since it was my entire balance, and I can't accept that I lost everything due to a delay of just seconds. Otherwise, it is a top casino.

Guten Abend ich habe am 6.12.2024 um 00:55:37 eine Wette auf das Spiel Crash von 7.717,93€ platziert die Rakete ging hoch und ich habe bei 1.25x auf auszahlen gedrückt doch da Verzögerungen in dem Spiel bestanden wie immer ist die Rakete daraufhin in kürze bei 1.27x abgestürzt und ich habe mein ganzen Geld verloren wegen einer (Verzögerung bei ihrem Spiel) ich hätte gerne eine Rückerstattung da es mein gesamtes Guthaben war und ich nicht einsehe das ich alles verloren habe wegen dieser Verzögerung um Sekunden. Ansonsten ist es ein top Casino

Dear sluka,

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 videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

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,

Veronika

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.

Hello, I have contacted Bc Game support several times but it seems to me as if they are chat bots! They always give me the same answer and don't want to refund me or credit my winnings because I don't have a video recording of the whole thing, just screenshots!

As I said, I placed a bet of €7717 on the game Crash and paid out at 1.25x and actually won but didn't receive a payout because it was probably due to the delay and the rocket then crashed at 1.27x. The casino doesn't want to credit me with my winnings for whatever reason, every time they want something from me I send it to them and shortly afterwards they invent something new to "check" it.

hallo ich habe mich bei dem Support von Bc Game schon mehrmals gemeldet aber es kommt mir so vor als währen es Chat Bots! Sie antworten immer wieder das selbe und wollen mir keine Erstattung oder den Gewinn gutschreiben da ich keine Video Aufzeichnung des ganzen habe sondern nur Screenshots!

wie schon gesagt habe ich eine Wette auf das Spiel Crash von 7717€ platziert und habe bei 1.25x ausgezahlt und eigentlich gewonnen gehabt doch keine Auszahlung erhalten da es wahrscheinlich an der Verzögerung lag und die Rakete bei 1.27x daraufhin abgestürzt ist. Das Casino will mir meinen Gewinn nicht gutschreiben wieso auch immer jedes mal wen sie etwas von mir wollen sende ich es ihnen und kurz daraufhin erfinden sie etwas Neues um es zu „prüfen"

And yes I continued playing because I wanted to get my money back because it was just painful to lose that amount

Und ja ich habe weiter gespielt da ich mein Geld reinholen wollte weil es einfach Schmerzhaft war diese Summe zu verlieren

And again the support doesn't want to help me and says it only works with a video recording!!

Und schon wieder will der Support mir nicht helfen und meint es ging nur mit einer Video Aufzeichnung !!

Dear Sluka,

Thank you for your patience. Unfortunately, we are unable to assist you further with your case. Please understand that delays in gameplay can sometimes be caused by technical issues on the player’s end and may not necessarily be the casino’s fault.

To investigate further, both the casino and we would require a video clearly showing the problem you encountered. Without this evidence, it is challenging to determine whether the delay was caused by a game glitch or an issue on your side.

I’m sorry we couldn’t provide a more satisfactory resolution in this matter. I recommend contacting the game provider directly with the exact date and ID of the game round to request an evaluation of the bet.

Thank you for your understanding, and I wish you the best in resolving this issue.

This complaint will now be closed. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika