BC.Game Casino - Igrač zahteva ponovno izračunavanje Rejkbeka zbog pogrešne klasifikacije igre.

I am filing this complaint because BC.Game incorrectly classified the game Poker Win (FC provider) as a PvP game instead of a Slot game. As a result, my wagers on this game were excluded from my Rakeback calculations for an extended period.

When I first contacted support, they repeatedly insisted that Poker Win was a PvP game. After I provided evidence confirming that Poker Win is actually a Slot game, they did not properly compensate me for the Rakeback I had missed. Instead, they only offered approximately 20 Free Spins (worth around 50 PHP).

I believe this issue has been affecting my account for approximately two months. I became certain after reviewing my wagering history. For example, on one day alone I had a total wager of PHP 1,837,273.37, yet I received only 800 PHP as my weekly reward. This amount appears completely inconsistent with the wagering volume and raises serious concerns that my Rakeback was calculated incorrectly.

I am requesting:

- A complete audit of my account covering the entire period during which Poker Win was incorrectly classified.

- A recalculation of all Daily, Weekly, and any other Rakeback or VIP rewards that should have been credited.

- Payment of the full difference instead of symbolic compensation such as free spins.

I am prepared to provide screenshots of my wagering history, support conversations, and any additional evidence required.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the rakeback promotion you participated in? If you send me a screenshot, please include the Terms and Conditions of this bonus as well.
• Could you also kindly forward me the communication between you and the casino customer support regarding the issue with the game Poker Win? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for sharing your conversations with customer support.

• Could you please clarify whether you accepted the free spins offered by the casino and used them?
• Could you also provide more details about your brother having an account at BC.Game Casino? Do you live in the same household, or have you ever used the same device to access your respective accounts?

I use them

And we are not living together and never use his device or he use mine

Dear Theowner99,

We have carefully reviewed the information you provided, including your communication with BC.Game's customer support. Based on the correspondence, it is clear that the casino investigated the issue you raised regarding the classification of Poker Win and subsequently confirmed that the game would be included among the games eligible for rakeback going forward.

At the same time, the casino explained that the previous rakeback records could not be modified retroactively. As a goodwill gesture in relation to the issue, the casino offered you compensation in the form of free spins, which you subsequently accepted and used.

We understand that you consider this compensation insufficient compared to the amount of rakeback you believe you would have received. However, it is important to distinguish between the casino acknowledging an issue and being obliged to retroactively recreate rewards that were not credited under the applicable system at the time.

In this case, the casino has already taken corrective action by changing the game's eligibility for future rakeback calculations and has also offered you goodwill compensation for the inconvenience caused. You accepted and used this compensation rather than declining it and requesting that the matter be reconsidered before accepting the offered resolution. If you considered the proposed compensation unacceptable, you could have declined it and continued discussing the matter with the casino before accepting and using the offered reward.

We therefore do not see sufficient grounds to require the casino to provide additional compensation beyond what it has already offered and what you have accepted.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika