BC.Game Casino - Spelaren stöter på fel med stop loss-funktionen.

I was using autobet on their classic dice game with a stop loss in place for $1. I was doubling my bets after each loss until I hit the $1 mark. However sometime the stop on $1 loss would not trigger and it would keep doubling and losing my bets without my knowledge. I reached out to support 3 times with video proof as well as screenshots and tey refuse to admit there was any problem at all, even though it is clear within the video.

Dear Flexonator21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Could you please forward your game history and supporting evidence to tomas@casino.guru? Please highlight the exact time of the incident.

Please understand, that without any supporting evidence of unfair losses, 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,

Tomas

I have just forwarded all relevant proof to the email you provided, thank you.

Thanks for your reply and provided information.

Based on the provided information I am unsure what the issue is or how we may be of assistance.

• Could you please explain what your expectations were when using the feature while playing?
• Could you please provide more context on how the casino caused you an unfair loss?

Thanks in advance for your reply.

I had the ‘stop on loss’ feature set to $1, which means that the autobet should completely stop after a $1 loss. However while using this feature, after a $1 loss the autobet kept doubling the bet amount and placing the bet a few times.

Have you contacted casino support and shared your findings with them?

What response have you received?

Yes I have, they just keep saying that there is no issue with their system even though I’ve sent them copious amounts of proof.

Hello,

Please upload the video or proof here or email us at panda@bcgame.com

Also i would like to remind you that using the auto bet feature is completely at user risk as mentioned in our terms and also mentioned in a clause at the games.

Best Regards

BC.GAME

I understand that using autobet is on my own risk, however it is supposed to work, the fact that it didn’t work as intended is not my fault. I’ve forwarded the email to you.

Dear BC.Game Casino,

Please let us know your point of view regarding the submitted evidence.

Thanks in advance for your reply.

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.

Dear Flexonator21,

Did the casino share any results of an investigation into the issue with you?

Please let me know.

No, not at all. They haven’t even acknowledged that I sent them the proof.

Thanks for your reply and your patience.

The casino representative replied outside of the thread, however, no error was found according to their investigation.

I am afraid from our point of view the evidence doesn't support your conclusions, and the use of the feature is explicitly at your own risk.

Please let me know if there is any further evidence that would better illustrate your point or responsibility being that of the casino, otherwise, the complaint will be closed.

I’m so confused how nobody can see the clear error. The ‘stop on loss’ feature should have prevented the autobet after a loss of $1. After I lost the $1 however the autobet kept going and doubling my bets. That is incorrect.

Dear Flexonator21,

I apologize for reaching this conclusion prematurely.

I asked the casino to clarify a few circumstances regarding the functionality of the feature and I am waiting for their reply.

Dear Flexonator21,

I discussed the issue with the casino representative and this is what we found out.

The stop loss feature operates on the principle of overall losses you make during the game session. As an example, if you start with  $4 and set a loss limit of  $1, you will be able to lose at most  $1 per session, irrespective of the bet amount. The feature will stop further bets after reaching $3 in the balance.

I hope that clarifies the situation.

Please let me know if you have further concerns.

Either way why didn’t it stop then? I had a loss limit of $1 and I lost $17 on that session. How? As soon as the whole session had lost $1 it should have stopped itself. I feel that this doesn’t make a difference to the situation at all.

I understand,

Could you please share evidence of your starting balance at the time you launched the feature?

I apologize for the inconvenience.

It was in the video I emailed to you at the start of this thread.

Thank you very much, Flexonator21, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.

Dear Flexonator21,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We are extending the timer by 7 days since we are still trying to establish a communication line with the casino team. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

We have already provided all the explaination and how the system works before please let me know what more information you may require regarding this case?

Best Regards

BC.GAME

Dear BC.Game Team,

According to the player, he started with a balance of 17 AUD and set a 'stop-loss' strategy, which, based on his statement and your representative’s explanation, should take into account the total bets for the session. However, based on the video he provided, it appears that he is simply losing without any indication that the stop-loss limit is being considered.

Could you please clarify how exactly the stop-loss function works in this context? Have you reviewed the video provided by the player?

Thank you in advance for your assistance.

Hello Jozef,

In the video as well you can see that its a 1-2 seconds video and it doesn't show any losses but it shows the balance starting from the 15 and ends at 17 so I am not sure if the user has provided any other video or something because the one which we received doesn't show any losses at all. The on loss percentage to increase is set at 200% so it increases the value accordingly. We have tried the script ourselves and as well I guess Tomas tried it previously and it works all good.

Best Regards

BC.GAME

I give up. It’s clear that the team isn’t going to acknowledge that their system made an error. There’s no point going back and forth forever without them admitting that, even though there is video and photo proof.

Dear all,

I am extending the timer by 7 days since I need more time for the case examination. Thank you for understanding.

Dear BC.Game Casino team,

Thank you very much for your cooperation. Could you please provide me with the player's game history from the period during which the stop loss limit was set?

My email address: jozef.k@casino.guru

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.

Dear Flexonator21,

Although the casino team remains confident that everything was handled correctly on their end, they have decided—as a gesture of goodwill—to refund the amount.

Could you please provide me with your USDT address?

Thank you for your help. Through the etherium network my USDT address is 0x5fb153Df07ab38992712397Ee51931242e2C9A3E

Hello, please provide usdt (trc-20) address for the refund.

Best Regards

BC.GAME

TGmkedMWSYS3vDMsaHTm3dfBuMivdBZFiE

Dear BC.Game Casino team,

can you please confirm when the amount is sent?

Dear Flexonator21,

I was informed by the casino team that the amount was sent. See evidence below.

Dear Flexonator21,

As the amount was refunded I am closing the case.

Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef