complaining about casino sites; in favour of the casino

I am a little confused as to the impartiality of casino guru given a claim I made against bc.games. They rejected it despite me providing all information requested such as screenshots of the incidents and the account shot I sent. I have no feedback upon bc.games reply I was never offered any information as to what it was or if they even approached them. If you look at trustpilot you will see my thoroughly examined review of which I sent the same evidence and they published it.

https://uk.trustpilot.com/review/bc.game

The same can be said for ask gamblers who would not investigate because I had repeated the review on various platforms. I subsequently have no faith in either app. Anyone else had a similar experience?

Title should read "complaining about casino sites; in favour of the casino"

If I may step in, you probably feel like you provided all the information to prove the casino "wrong", but sadly, we did not.

And it has nothing to do with TP reviews, I'd like to add. We deal with a huge amount of fake reviews daily. Sadly, it's part of the industry's daily routine, I'd say. Some companies even offer such "services" for a price.

Let's now focus on the complaint rejection a bit:

"Following a thorough examination of the matter, we regret to inform you that, regrettably, we are unable to assist in resolving the reported issue. We understand the importance of a seamless gaming experience and assure you that we take such concerns seriously.

Upon reviewing the provided screenshots, we found that they do not serve as sufficient proof of your wins. Additionally, the records indicate that the transactions in question are not documented in your gaming history. Notably, your bets were not deducted during the reported session, leading to the conclusion that no wins were achieved.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future."

I totally understand that it must feel disappointing. On the other hand, based on what other leads should we press on?

I'm really sorry for your bad experience; without solid proof, we cannot proceed further. The casino may simply say, "Fine, now prove that the player actually won." There is no way to do that when bets were not deducted during the reported session, for instance. 🙁

Firstly it was very unprofessional of you not to show their reply when you rejected my claim. This response was never given to me and clear proof that their software and accounting system is flawed. If for example bc.games offers you the ability to share the success on the chat room. A link I provided. Then it should show in the accounts. There is no record of the transaction within the second account screenshot I provided , with the following game id plays of 10p in sequence with the original disputed winning claim id not showing.There is a clear fault with their accounting methodology and system or deliberate malfunctions. To deny that the bet even existed bewilders me , as there is a screenshot of the sharing link to the main chat room. Yet that bet is nowhere to be found in the accounts. Ask them to show in the accounts with the game ID I provided you with.

With regard to the crash game. It clearly states WIN. When I presented it to my host she said there was a fault with my server. But to be announced as a winner; as my screenshot shows ,but they would not accept. Means , my server has to have connected with their server to shown as a winner in the screenshot. Again a problem with their account reporting, and system. Why would it say win. If it was a loser? I have provided you with the information requested. Did they provide information on crash suddenly changing screens and ultimately causing a loss? Had you researched the site, you would find this is a regular occurrence. Which brings me to the point. Have you actually played on the site?

My point being that you accept the casinos reply as the ultimate outcome. Yet I have provided you with the information requested, to show they are waffling their way out of the situation. Trustpilot offer stringent requirements to post these days, and have exposed bc.games as posting fake reviews. As I’ve shown.

Therefore my critique of your lack of research and favour of the Casino which you probably haven’t visited remains the same. Bias and appalling.

The above answer is a response on the assumption of what the casino would come back with. As indeed, they did that with me. Even when I showed them all screenshots of accounts and games they did not want to entertain me. I was basically stating that the questions I posed would carry more weight if presented by Casino Guru. I no longer have access to the account, it is closed and some of the screenshots have auto deleted as they go back to October. So although you may not get my money back. It’s not specifically what I am after. I just basically want to show my side of the story on bc.games within as many sites as possible.

On most casino sites I can have winning streaks of days, even weeks. The most I’ve had on bc.games is a day. I accept losses as part of the experience and only play with what I can afford to lose. But their definition of provably fair is waffle. The only provably fair way to operate a casino is through a random generator; which is a necessary tested component of the British gaming boards membership. The best generators only have an accuracy of 97%-98%.

To gamble on a crypto site. No matter what economic waffle they use. Due to the high volatility of the payment method. This variable is so elastic, that it is virtually impossible to make such a claim, given that the casino has a house edge to introduce. Of which they never state what it is.

I'm sure the Complaint Team did their best; I explained what I could, and I'm sorry there is nothing else to add since their license does not provide the luxury of direct complaint to the authority.

Additionally, we have our own source of user feedback, so false TP reviews are not important to us, especially when the complaint is handled. We only rely on proven facts.

Believe me when I say I get your point; frankly, there is not much to be done about it.

I appreciate your comments and your lack of ability to act. So thanks for at least putting the review in the forum and responding accordingly to my comments. Perhaps my frustrations were taken out on Casino Guru. I apologise for that. As it certainly comes across a bit as so. However the fundamental concern is with BC.Games, and as you point out, there is little we can do about that. I complained about superb.bet owing me £127 with evidence, and you took it to them and they didn’t even respond. They are now known as superb1.bet . It’s frustrating but we all know the risks with using these casinos.

Just as you say, we all need to be aware of the risks that come with casinos. 

Regarding the complaint and the fact that sometimes the casino doesn't even answer, that speaks for itself. In such cases, there is really nothing more to do when our team tries to contact the casino but they refuse to cooperate. Added to the fact that the casino has no license, it's even worse, as there is no authority to turn to. 

In such cases it is best to choose a licensed casino and one where the player has not had problems, or to do the best research possible to reduce the risk as much as possible. 

I wish you the best of luck. ☘️

You’re totally right. But we live and learn. I presumed they did. Well they have under curaçao, so they claim. But writing to them is as effective as writing to the casino directly.

Saying that. For British casinos I have held similar problems with Coral. Got nowhere because I didn’t take a screenshot of a big win. This was a few years ago and the British gaming board a generally very strict on such behaviour. But without evidence there is nothing you can do. However on fairness they insist upon regularly tested random number generators.

Trustpilot posts everything people write , i don't trust it anymore

I had three attempts before they would publish my review on BC.games. They are removing fake reviews. More specifically ones from within BC.games; as it says on their site review comments.

I have to admit the part about Coral caught my attention fully. Based on my observation, this particular casino has a UKGC license. How do you think this aspect has affected the outcome? I'd love to believe it must have some direct impact. Can you share more about this insistence upon regularly tested random number generators?

Is it truly happening?

To be completely honest with you, I don't dare play a casino's own games because I lack, let's say, a feeling of regulation. And as far as I can tell based on the player's opinions across the forum, it's not much better with well-known game providers either.

So, I just want to know how it works in the UK.

🤷‍♀️

When it comes to CIL, it is not worth the effort. Sad, but true.

"As the C.I.L. does not have a website, there is no list of authorized operators available. Instead, some (not all) C.I.L. licensed casinos display the authority's logo and a link to a license certificate. This is usually just an image that has been added by the casino themselves and can have any URL as one is not provided by the authority. Consequently, this can easily be falsified and the only way to completely guarantee the authenticity of this license is to contact the C.I.L. directly."

I'm sorry you had to learn this way.

The incident with coral happened about 7 years ago and I’ve never used them since. It is impossible to derive a totally 100% accurate econometric random number generator, because in econometric terms; there are too many variables within them to make them 100%. Then you have to consider that the house has to take an edge, what coral’s is, is totally debatable. But to be granted a UK licence the casino has to be open to random tests on their RNG. Sometimes more than twice per year. It is considered the best RNG’s are 97-98% accurate. Those who fall well below this lose their licence or are heavily fined and checked roughly every month. Those which state they operate a provably fair casino (non U.K) system, quote econometric waffle, which everyone presumes is correct. It’s basically bull. 🐂 💩. U.K. licences are very hard and expensive to attain. All advertising is subject to massive control on the dangers of gambling. William Hill and more specifically Bet Fred have received massive financial punishment (millions of pounds) for not acting on the strict directives of the gaming board, and the latter for not paying out a large £1.7m win on a slot, were castigated following an individual taking them to the high court, most regulations though are instigated by the U.k. government’s legislation . At the time of my win I didn’t even know what a screenshot was , let alone how to take one. So it was a couple of thousand pounds. But had no proof. Although their system would have told them I had, they denied this and refused to pay. They used the same excuse that Bet Fred did ; that the game contained a defect. I couldn’t take it further without proof the other guy with bet Fred did and at some considerable cost, which he received back, took them to the high court and won. As malfunctions in the game was to the behest of the casino, not the player.

Thank you very much for this insight into the UKGC's approach and also for the experiences you've had.

Game errors or glitches are always a tricky part since almost every casino declares they won't pay out money in such cases. On the other hand, not every game provider will confirm the error was really present. Besides the UKGC, I would say not many license providers are capable of a decent investigation. Just my opinion, though.

Extremely strict in the U.K. and expensive to gain a licence on top. That’s why a lot of international casinos stay clear of it. If they aren’t a member GAMSTOP which has its own expensive stipulations, they will be instantly refused a licence. All advertising must express the dangers associated with gambling. Advertising around some sports is prohibited as they take place. There are even more stipulations which require adherence to or they won’t be granted a licence. They are fined millions of pounds if they slightly breach them or are struck off. Hence I was thinking in UK terms when I launched my complaint. It appears international casinos have very little accountability.

Yet far too many players from the UK tend to play in unlicensed casinos with very risky "reputations".

What is your opinion on that, please? What do you think drives such players to completely avoidable risk?

Gambling addiction. The only justifiable reason. Their partners will get them to sign up with GamStop; which is done via email and photographic id, they also give all home and email addresses the person has been associated with, the mainly used option is to be registered for a period; Predominantly 5 years. Once you sign up to that, you can’t register with any casino which is Gamstop registered. Once you sign up for that period, under no circumstances can you pull out of it. If you try and sign up to any of the casinos they will automatically ban you. If you ask gamstop to remove you, they will definitely under all circumstances say no. Even after the 5 years are up. These casinos are extremely reluctant to sign up these players for fear of being seen to encourage problem gamblers and attain massive fines. Subsequently all U.K. registered casino licences are granted under the condition of meeting all of Gamstops criteria and subsequently becoming a member of them.

The harsh reality is. The addicts search for non Gamstop sites, where there are an enormous amounts of thieves ready to take advantage of them, and never pay out even if you do win. They write their own 5* rated reviews on the net to encourage them to join. They offer massive bonuses of 600% deposit in order to trap them. The reality is, most gamblers who do it for fun, realise that the possibility of winning when playthrough is often 50x+ is lunacy. If you google ‘non gamstop sites no deposit bounus’ you’ll see an array of these creatures. If you go on the dark web you can actually buy these sites. Hence I generally stick to U.K. sites as I know I am relatively safe. The crypto sites I have used are okay and have a larger range of games. Although they are unscrupulous at times showing no accountability. bC.games was one. Fortunejack has been fine by me. But on your search you will find a lot like superb bet. I played 50 free spins exchanging no money and won £127. They made excuse after excuse and barred me from the site. So I just don’t play them. My advice to anyone who does use them is pay by visa. If they refuse to pay within a day with proof , call your card operator and tell them you have been scammed and you will generally get a refund. Providing you say you don’t recognise the transaction. Superb.bet or superb1.bet.bet does not register on your banking app as superb.bet or any of it’s subsidiaries, it comes under the scammers name. So report it.

Trustpilot is getting very strict on their reviews, they have refused a few of mine. Just as your reviews require a certain degree of legitimacy, as I presumed it would be by bc.games; challenged profusely as lack of evidence, which is impossible to get.

Frankly, I fear you are right. Gamstop avoidance leads players to far worse places than they would otherwise avoid.

I am grateful for the effort you clearly put into this.

Since you have much more experience with this subject, let me just say that I greatly value the other contributions.