BC.Game Casino - 画面がフリーズした後、プレイヤーの勝利した賭け金が削除されました。

Hi,

I was playing Immersive Roulette and I was betting 40 USDT on numbers. I covered quite a few numbers and then I put 40 USDT on 26 Black. Then just before the lady made the ball spin the screen froze and a message appeared to ask me to log back in to roulette. I refreshed the screen and all my numbers were covered except for number 26 which ended up being the winning number. They removed my bet from that number.

I was not happy about this So I spoke to my vip host on BC who said they will investigate. They came back and said no errors in the script. I said there was definitely and all the host said was send video proof.

My casino sessions can be hours long and I can't be expected to record every single thing. Since BC refuse to help I decided to raise this dispute with you.

I very rarely complain but I feel this was very unjust, the outcome I am expecting is either the winnings or the overall roulette bet to be refunded.

It won't allow me to attach any files, please give an email address where I can send to.

Thankyou

Dear Nimmyg89,

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

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

Do I understand correctly that there is no record of the bet you intended to make before the incident?

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be nearly impossible to confront the casino. 

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Have you confronted the casino with the information gathered from Evolution support? What was the casino's response?

Please cancel this dispute it has been resolved.

Thanks

Dear Nimmyg89,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru