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Hi there,

I have recently read on the casino.guru website that you recently helped someone in a similar situation as myself. I have bet with bc.game for a number of months never had any issues at all. I received $600 dollars plus $1000 in bonus funds I ended up winning total of $30000 when I went to withdraw the money to my wallet it only says $1600 in my account. I went on live chat they tried to tell me I was only due $1000 and there was nothing they can do, I have won that $30000 fair and square and they have tried to only give me $1600 I have attached screenshots of everything. They are blanking me on live chat as well, I am in the exact same position as earlypaco and I seen he got his money. I’m hoping you can help me do the same. I have actually looked further into this and you can clearly see from the screenshots that my 2 big wins were not bonus funds and you can see the bonus funds on transaction history on the next page even though that shouldn’t matter because I won that money fair and square and they tried giving me $1000 and taking away my $28000

Will attach what I mean 

Hello,

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.

• According to the screenshots you submitted, you achieved the big win on 21:01; however, from the records, the bonus was cleared at 22:16
• When exactly did you complete the wagering requirements for the deposit bonus?
• When exactly did you request a withdrawal of your winnings?

Thank you very much in advance for your reply.

Best regards,

Tomas

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The $X bonus is a fixed reward that will be credited once you complete the specific requirements. Your balance may have appeared to increase during gameplay due to bonus progress or fluctuations, but the promised fixed amount of $X will only be credited once all conditions are met. This is stated in the bonus terms and is now reflected in your account. If you need help finding the bonus details before claiming, please let me know. Thank you for your understanding.

there was no mention of this when I used the bonus funds. I had to wager 35x 1000 to receive whatever and there trying to now tell me it’s only $1000 I’m due even though I had $650 in my balance as well I was able to withdrawal. I feel like there trying to get away out of this because I won big.

I tried to withdraw right at my last wager I had $500 to go so I done that then went to withdrawal and they took $28000 off me

Thanks for your response and emails.

Could you please explain when exactly you activated the bonus?

When did you start playing with the initial 1600 dollars on your account?

Sorry what do you mean? Just the date that I put in this complaint is when I was playing.

You wrote:

I received $600 dollars plus $1000 in bonus funds

Could you please specify the date and time when you started playing with the bonus?

From the available information, you won 21:01 and cleared the bonus funds on 22:16. To argue the win was achieved outside of the wagering of the bonus, we would require a more precise timeline of events, especially the moment when the wagering of the bonus started.

Thanks in advance for your reply

Dear Daviddyerr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru