BC.Game Casino - プレイヤーは未処理の賭け金の払い戻しが遅れている状況に陥っています。

I was playing Ezugi Live Dealer blackjack, and the software glitched out for maybe 10 minutes, causing four of my bets to not go through.

Two of them were refunded, two weren't. They were all $100 bets.

I have spent more than 8 hours going back and forth between Ezugi and BC.Game just to get this bet which never went through refunded (the hand was never even dealt), to no avail. BC.Game has the worst support I have ever seen at any website, gambling or otherwise, in my life. Despite having wagered millions, I find it to be a monumental effort to get a $200 refund for what was clearly a glitch. Each time I try to contact BC.Game live support I have to wait more than 30 minutes for each one sentence reply, and the reply is either robotic or just repeating the same useless thing over and over.

Attached are bet history from both Ezugi's end and BC.Game's end. In chronological order, from bottom to top, on BC.Game's list of bets is this:

5466003735-51758128-BC

5466007604-51758128-BC

5466013391-51758128-BC (refunded)

5466018891-51758128-BC (refunded)

5466027318-51758128-BC

5466050228-51758128-BC

5466054932-51758128-BC

5466059612-51758128-BC

5466064092-51758128-BC

5466068969-51758128-BC

5466073735-51758128-BC

On Ezugi's end, it looks like this:

5466007604

5466050228

5466054932

5466059612

5466064092

5466068969

5466073735

If you compare carefully, you will notice the bets with 5466003735, 5466013391, 5466018891, 5466027318 IDs are missing from Ezugi's list. This is because those bets never went through on Ezugi's end but were deducted from my balance. Two of them, 5466013391 and 5466018891 were refunded, but the other two weren't, so I am short $200. Ezugi support said only my operator (BC.Game) can process the refund. However, BC.Game live support keeps repeating the same robotic answers for hours on end.

Dear eblazing70,

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 forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika