BC.Game Casino - Igrač zahteva pravednu nadoknadu za grešku u klasifikaciji.

I am filing a complaint because BC.Game incorrectly classified the game "Poker Win" as a PvP game, causing all my wagers on that game to be excluded from rakeback, daily, and weekly bonus calculations. I wagered over $4,000 in a single day, yet my wager was recorded as $0 for this game. After I provided evidence that Poker Win is actually a slot game, BC.Game acknowledged the issue but refused to compensate my lost rakeback and bonus rewards. Instead, they offered only 20 free spins worth around 50 PHP, which is completely disproportionate to my losses. I request an independent investigation and fair compensation for all missing rewards caused by their incorrect game classification.

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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?

Of course the 20 free spin i use

And for my brother account he have his own phone and we are not living together

Dear Adamo11,

We have carefully reviewed all the evidence relevant to the investigation of your case. Based on the communication provided, BC.Game acknowledged that the game had not been included among the games eligible for rakeback at the relevant time and confirmed that it was subsequently added to the eligible games after you brought the issue to their attention.

However, we must also take into account how the matter was subsequently resolved between you and the casino.

After explaining that the historical rakeback could not be changed, BC.Game offered you a goodwill compensation. You initially asked for free spins on Poker Win, and when the casino explained that this game was not available for the promotion, you agreed to receive the free spins on Jade98 by responding "Ok". The casino then provided you with the promotional code as the agreed goodwill gesture, and you subsequently confirmed that you had redeemed and used the free spins.

By accepting and using the compensation offered by the casino, you effectively accepted the proposed resolution of the issue. If you considered the offered compensation insufficient, you had the opportunity to decline it and continue discussing the matter with the casino before redeeming and using it. It would not be reasonable for us to require the casino to provide additional compensation after the offered goodwill resolution had already been accepted and used.

We therefore consider the casino's response and the compensation provided to be a reasonable resolution in the circumstances. The game has also subsequently been included among the eligible rakeback games, meaning that the issue has been addressed for future play.

For future cases, we would also recommend that if you consider a proposed compensation insufficient, you raise this concern with the casino and reach an agreement on the proposed resolution before redeeming or using the compensation offered. Once a proposed goodwill resolution has been accepted and used, it is considerably more difficult to establish grounds for requiring the casino to provide an additional settlement.

For these reasons, we are unable to uphold your complaint.

Thank you for your understanding.

Best regards,

Veronika

Casino Guru