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Good day,

I occasionally play multiple roulette tables at the same time.

During this, winnings are not always credited immediately.

At the previous casino, I did not receive 2 bonuses on the Turkish Lightning Roulette, x150 and x400. I immediately contacted support, without success. They kept requesting the game ID, which I can't provide because my game history has significant gaps. This can be easily understood based on my statistics and my deposits. Even my VIP host was not very cooperative or helpful, and my request to speak with a supervisor was ignored.

Due to these issues, I have researched more about online roulette and found out that it is illegal in Germany.

This surprises me greatly, as the sites are in German and there is a German chat.

I never intended to break any laws and I feel deliberately deceived and cheated in regard to my complaint.

I would now like a refund of my stakes.

Guten Tag,

ich spiele ab und zu mehrere Roulette-Tische gleichzeitig.

Dabei werden dann Gewinne nicht immer sofort gutgeschrieben.

Am vergangenen Casino habe ich beim Turkish Lightning Roulette 2 Boni nicht erhalten, x150 und x400. Den Support habe ich sofort eingeschaltet, ohne Erfolg. Es wurden immer wieder die Spiel-ID angefordert, was nicht geht da mein Spielverlauf sehr große Lücken hat. Was anhand meiner Statistik und meinen Einzahlungen sofort nachzuvollziehen ist. Auch mein VIP-Host war nicht sehr kooperativ oder hilfsbereit und auch mein Wunsch kontakt mit dem Supervisor zu erhalten wurde nicht beachtet.

Auf Grund der Problematik habe ich mich nun näher mit dem Online-Roulette beschäftigt und erfahren das es in Deutschland illegal ist.

Das verwundert mich sehr, da die Seiten auf Deutsch sind und es einen deutschen Chat gibt.

Ich hatte nie vor gegen jedwelche Gesetze zu verstoßen und fühle mich vorsätzlich getäuscht und zum Verhalten gegenüber meiner Reklamation auch betrogen.

Mein Wunsch wäre nun eine Rückbuchung meiner Einsätze.

Dear gunnarwolf77,

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

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Moreover I checked the casino website and it seems the casino doesn't restrict players from Germany to deposit and play:

3. Restricted Territories

3.1. Blacklisted Territories: China, Netherlands, Dutch Caribbean Islands, Hungary, Australia, Ontario(Canada), Curacao, France, United States and/or any other restricted by law country or state. Note that it is strictly forbidden to play on BC.GAME games in blacklisted countries mentioned above.your personal data for the purpose of executing their duties and providing you with the best possible assistance and service. You hereby consent to such disclosures.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please)

Could you please explain if there are any winnings that were not credited to your account as a result of any bugs on the casino website?

Is there any withdrawable balance on your casino account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thank you for the quick reply.

The reason for the dispute is that I was not paid some of my winnings, apparently due to a software error. As you can see from the screenshot sent, the game history is missing for over a month. But I have made bets for over €400k in the entire time. Although it's obvious the support/VIP host insists on the game ids. But I can't deliver it because the gameplay isn't complete. A vicious circle.

I would have liked an unbureaucratic solution/offer and just kept playing.

Since my request for contact with a supervisor was not even fulfilled, I started researching and understood the information that online roulette is illegal in Germany. My bets would then be invalid and have to be refunded. Did I misunderstand something?

In the end I would like someone from BC.Game to take care of my problem and take it seriously. At the moment they are trying to pass it on to me.

I would like to add that on that evening I played 4 tables at the same time using automatic betting and my bets (cylinder/plain) were between €0.20 and €3.50.

Hallo und vielen Dank für die rasche Antwort.

Das mir, anscheinend aufgrund eines Softwarefehlers, teilweise Gewinne nicht ausgezahlt wurden ist der Grund für den Disput. Wie ihr an dem gesendeten Screenshot erkennen könnt, fehlen die Spielverläufe für über einen Monat. Ich habe aber in der gesamten Zeit für über400k€ Einsätze getätigt. Obwohl es offensichtlich ist besteht der support/VIP-Host auf die Spiel-Ids. Die ich aber nicht liefern kann, weil ja der Spielverlauf nicht komplett ist. Ein Teufelskreis.

Ich hätte mir da eine unbürokratische Lösung/Angebot gewünscht und einfach weiter gespielt.

Da noch nicht einmal meinem Wunsch nach Kontakt mit einem Supervisor nachgekommen wurde, habe ich angefangen zu recherchieren und habe die Informationen so verstanden, das online Roulette in Deutschland illegal ist. Damit wären meine einsätze ungültig und zu erstatten. Habe ich da etwas falsch verstanden?

Im Endeffekt möchte ich gerne das sich jemand von BC.Game um mein Problem kümmert und es ernst nimmt. Momentan wird probiert es auf mich abzuwälzen.

Ich möchte ergänzen das ich an dem besagten Abend an 4 Tischen gleichzeitig mittels automatischen Setzen gespielt habe und meine Einsätze (Zylinder/Plain) haben sich zwischen 0,20€ und 3,50€ bewegt.

Thanks for your comment and clarification.

Unfortunately, we can't help you with your request for a refund based on the reasoning about the legality of games in Germany. If the casino allowed you to risk your funds, both parties should accept the outcome of the betting.

Regarding the technical difficulties in the casino, I can see your game history directly accessible from the game menu. Could you please advise if you requested a record of your game history from the casino directly or pointed out the issue with missing game history to casino support? Have you received any reply? Please send me any relevant communication between you and the casino to my email at tomas@casino.guru

Dear gunnarwolf77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.