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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.

• When exactly did you set the daily loss and wager limits on your account?
• Over what time period did your losses of approximately $8,000 occur?
• Which games did you play while the limits were active (slots, live casino, sports betting, etc.)?
• Have you played the games in cryptocurrency or in fiat currency?
• Did your account ever display any warning, restriction, or notification indicating that a limit was reached?
• How many times did you exceed the set limits? Did you contact customer support every time you were able to lose or wager more than your limits should have enabled you to?

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

Hello, the $10 loss limit was set December 1, the $20 Wager limit December 3.

The losses were $5k on December 3 and $3k on december 7. Slots only. Deposits in ETH and FIAT (Mostly fiat).

No warning, limit warning, anything, ever. Contacted support continuously since December 3.

Hello oantttt,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 10+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no other choice since it seems to be a common practice for BC.Game Casino to completely ignore our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in numbers. We strictly recommend staying away from BC.Game Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The casino representative sent us the following message:

Dear Veronika,

Thank you for your involvement and for handling this matter with diligence and professionalism. As a platform committed to responsible gaming principles, we consistently prioritize user protection and system compliance.

Regarding the concerns raised by the user "oantttt," we previously communicated the details of this case and have conducted multiple additional reviews to ensure full accuracy. Our findings are summarized below:

1. Loss Limit Setting

The user set a loss limit on December 1, 2025, at 15:05:21 (UTC+0). According to system records, no losses were incurred during the effective period of this specific limit.

2. 24-Hour Reset Betting Limit

On December 3, 2025, at 04:34:35 (UTC+0), the user set a 24-hour reset betting limit. Due to a temporary technical vulnerability at that time, the user incurred approximately $15.58 in losses.

We have fully compensated this amount and have strengthened our technical monitoring and system review mechanisms to prevent similar incidents in the future. We sincerely apologize for the inconvenience caused.

3. Claim Regarding the $8,000 Loss

Our verification confirms that the approximately $8,000 loss occurred before the loss limit became effective. As clearly stated on our Gambling Limits page, loss limits take effect 15 minutes after submission, allowing the system sufficient time to process and confirm the request:

https://hash.game/responsible/gambling-limits

The user previously requested full reimbursement of the approximately $8,000 loss. Following a comprehensive internal review and careful discussion, our team determined that this request does not align with the platform’s rules and applicable terms and therefore could not be approved.

We remain committed to protecting users within the framework of our established policies and will continue improving our systems and processes to ensure compliance, transparency, and accountability.

Thank you for your attention and oversight.

BC.GAME Support Team

Dear oantttt,

Could you please send us screenshots or videos showing when exactly you incurred losses of $8,000? Also, please include evidence showing when exactly you activated the loss limit. Thank you for your cooperation.

Dear Veronica,

Our frontend clearly states: "Your limit will apply within 15 minutes at time is reached." This setting has been in place for a long time and is always displayed on the page. Users can see this 15-minute delay notice when setting their limits.

Our records show that the user confirmed the 24-hour betting limit at 04:34:35 on December 3, 2025. If the limit actually took effect at 04:34 + 15 minutes, i.e., 04:49, then the user’s reported loss of over 5000 occurred before the limit took effect. Specific backend data screenshots have already been sent to you via email.

Sincerely,

Martin

BC.GAME Customer Service Team

This is literal comedy. These people continue lying in a way that is insulting to the intelligence of who's reading.

For the record, I still have absolutely no idea of what this 24 hour reset thing is. There's no trace of anything called that on their website and I only activated loss and wager limits.

If anyone is not understanding, they are continuing to say that losses that happened in reality over 7 days, absurdly happened in the exact 15 minutes their limit were 'activating'. I really hope you guys understand how insane what they're saying is, other than obviously false.

Other than the obvious fact that the first 5k were absolutely not played in the specific 15 minutes they are talking about, and even the need to say this is absurd, they continue to ignore the $3k losses of December 7, that happened with both a $10 loss limit and a $20 wager limit. Enlighten us, did your infamous 15 minutes pass in the 4 days between December 3 and December 7?

Dear oantttt,

Have you ever disabled any of your responsible gaming limits? Were all your limits "daily" loss and wagering limits?

Dear Martin,

I have responded to your email, and I'm waiting for further information. Thank you for your cooperation.

Only to test whether they were fixed or not, to record videos like the one in the starting post of this complaint, and way after the sums this post is about were lost.

Yes when the sums were lost there was a daily loss limit active (first $5k) and a daily loss limit + wager limit active (second $3k).

Worth noting that they are now lying like they did in the other complaint on here about the same issue, posted in August 2025. Which by the way also proves how they were keeping the limits broken on purpose, since they knew about them not working.

Hello oantttt,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hey,

Though this was worth an update, as they continue lying in a way that is, at this point, real nonsense.

I've been told to contact martin@bcgame.com, I did providing a good amount of proof. These were the replies.

For those won't understand, these people are still trying to say I played and lost the whole amount $8k (made through a lot of different deposits), incredibly in the exact 15 minutes their limits system needs to update. Now, since I'm quite sick of it, here's the my BC game account addresses

(BTC bc1qkxv0grupjy7gvytyadn37hj2daral4w9n60plr and ETH 0xBb6DBABF3Af722fF5995d39b62323C06E312ddD8 ) where anyone can see the timestamped transactions. If that wasnt enough, these are more deposit screenshots, timestamped

Now do you understand how insane what they're trying to defend themselves with is?

Dear oantttt,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Hi oantttt,

Thank you for your patience and for all the details provided so far.

At this stage, there is a key discrepancy regarding the timing of your losses vs. when the limits became active, especially concerning the losses from December 7.

To proceed, could you please provide:

• Any additional evidence showing your limits were active on December 7

Dear BC.Game representative,

Thank you for your cooperation.

Please kindly provide:

• Exact timestamps (UTC) of when the limits were set and became active
• The player’s betting/loss activity, especially on December 3 and December 7
• Clarification regarding the "24-hour reset betting limit"

We need to establish a clear timeline to assess whether the limits functioned correctly.

Thank you both for your cooperation.

Dear Petronela,

The complete set of evidence has already been submitted via email for your review.

During the period in question, the player repeatedly set and removed limits. At the same time, their betting behavior shows continuous wagering at a frequency of approximately 1–3 seconds per bet, indicating sustained high-frequency activity.

It is also important to note that a goodwill compensation of 500 BCD has already been granted to the player following internal review.

Based on all verified records and evidence provided, our position on this case remains unchanged. The losses are clearly attributable to the player’s own betting behavior, and there is no basis for further compensation.

We remain fully transparent and available should any additional clarification be required.

> casino has fully non functional limits that they should provide by law (as shown in other complaints here as well)

> provides a compensation of less then 10% of the amount lost acknowledging their faulty behavior

Proceeds to attempt to lie in all different ways when exposed and say 'The losses are clearly attributable to the player’s own betting behavior, and there is no basis for further compensation.' With clear $8000 total losses happening with a $10 loss limit and $20 wager limit active that NEVER TRIGGERED EVEN ONCE. They didnt trigger 'late' as they are lying about, they didn't not work because of '1-3 seconds per bet' (which is normal on slots), they straight DO NOT WORK, they NEVER triggered a single time and they are fully aware of this as shown in the other complaints. I'm keen on asking to describe the behavior that caused the losses and makes them the innocent angels they're attempting to portray themselves as, but I know it would only lead to more time wasting lies no one here actually believes.

I saw a new lie in the last reply saying I continuously deactivated and reactivated the limits. I only deleted and reactivated them AFTER THE LOSSES THIS COMPLAINT IS ABOUT HAPPENED and when told to do so by their so called 'vip manager' to check if they were working (spoiler, they didn't).

Don't let these obvious scammers insult your intelligence, it's a clear pattern they attempt to use on all complaints, but their reputation precedes them.

Dear BC.Game Team,

Thank you for your detailed reply and for providing the gameplay data.

After reviewing everything, there are still a few key points that remain unclear.

You stated that the player set a $10 daily loss limit on December 1, 2025, and that it remained active during the relevant period. However, based on your own data, the player lost:

• approximately $6,835.97 on December 3, and
• approximately $3,498.69 on December 7

If the loss limit was active, it is unclear how such losses were possible.

We understand your explanation regarding the 15-minute delay for the wager limit set on December 3. However, this does not explain the losses on December 7, when both the loss limit and wager limit should have already been active.

We also acknowledge the high-frequency betting activity, but this alone does not explain why the limits did not prevent further losses.

At this stage, we kindly ask you to clarify:

• How was it possible for the player to lose these amounts while the $10 daily loss limit was active?
• How did the wager limit fail to restrict the losses on December 7?

This clarification is essential for us to properly assess whether the responsible gaming tools functioned correctly.

Thank you for your cooperation.

Loss limit ($10) set time: 2025-12-03 00:01:00

Wager limit ($20) set time: 2025-12-03 04:34:35

These are the only two settings from December 3rd to 7th. As stated on our official website, the changes to remove your limits will be updated at 0:00 (UTC+0) of the next day.https://bc.game/responsible/gambling-limits

The specific limit times and betting table have been provided as a PDF. Regarding the alleged bribery and defamation by the user, their attempts to file complaints on other platforms have been rejected. Claiming defamation simply because of losses would be unfair to our work.

Surely you haven't offered anything to the other website considering they closed the complaint using the bet history (that proves you've lied all the time) as proof, surely!

As for this last response, I'm pretty sure they just admitted their scam. Do you understand you confirmed I set those limits and was able to lose those amounts with them active and never triggering a single time right?

'As stated on our official website, the changes to remove your limits will be updated at 0:00 (UTC+0) of the next day' ... uhm... what exactly does this have to do with anything at all? Sometimes I really don't understand if you spew nonsense hoping what you say is stupid enough to confuse people into thinking you're saying something smart, or if you actually believe you're saying something useful to your cause.

And a reminder for whoever's reading, this is a case based on a scam they've been pulling for months and that has already been confirmed in previous cases. Watch out!

https://casino.guru/complaints/bc-game-casino-player-s-funds-are-lost-due-to-failed

https://casino.guru/complaints/bc-game-casino-player-s-loss-due-to-system-failure

Dear oantttt,

As mentioned before, we no longer expect to have normal communication with you. We have already provided evidence to the arbitrator, and we will focus on resolving issues for legitimate players in the future.

Did you understand you just confirmed I set those limits, with specific time, and you have literally provided my bet history where you can see the time and losses after the limits have been set, right? Like you have straight up confirmed your scam. Not that it needed to be confirmed, but you have brought the timestamped proof yourself, without even understanding they are working against you. This is genuinely comedy gold lmao

Dear BC.Game Team,

Thank you for your reply and for sharing the timestamps and supporting documentation.

We have carefully reviewed your explanation, including the information about when the loss and wager limits were set, as well as the note regarding updates taking effect at 0:00 (UTC+0) the following day. However, this clarification still does not address the core issue raised in this case.

Based on your own records:

• A $10 daily loss limit was set on December 3 at 00:01,
• A $20 wager limit was set on December 3 at 04:34,

From that point onward—particularly on December 7—both limits should have already been fully active and enforceable.

Despite this, the player was able to incur losses amounting to approximately $3,498.69 on December 7, which appears to directly contradict the purpose and functionality of a daily loss limit.

At this stage, we are not questioning whether the limits were set, but rather how they were technically applied and enforced in practice. Specifically:

• How is a "daily loss limit" defined within your system, and what exact metric is being tracked (net loss, turnover, session-based loss, etc.)?
• Under what conditions would a player still be able to continue wagering after reaching the defined loss threshold?
• Why did the system not block further gameplay once the $10 loss threshold was exceeded on December 7?

Thank you for your cooperation.

@petronela appreciate you calling them out. Just a note that they said that updates to remove the limits take place 24 hours after, not to activate them, so the bets of Dec. 3 are all included in the $10 loss limits activated before the losses.

Dear Petronela,

We are not responsible for the gambling limit on December 7th, as the user only set it on December 3rd, and the gambling limit expires at UTC+0 the following day. Original link: https://bc.game/responsible/gambling-limits

Original text: Your limit will apply within 15 minutes and will reset when that time is reached. E.g., If you set a $100 daily loss limit at 2pm today, the limit will reset at 0:00 (UTC+0) tomorrow.

We exported data for multiple days only because the user's initial complaint was vague, and I could not confirm the specific time. I could only export data for the dates they mentioned. This does not mean I will be responsible for the clearly effective second or third day.

100% false, and once again a shameless lie or clear ignorance of how their own system works. First off, even if what you just said was true, it still wouldnt explain all losses of December 3. But anyway:

'Your limit will apply within 15 minutes and will reset when that time is reached. E.g., If you set a $100 daily loss limit at 2pm today, the limit will reset at 0:00 (UTC+0) tomorrow.'

This means that the limits RESET (indeed) after 24 hours. Not that they get removed. That text means that if I set a $100 daily loss and lose $100, I get blocked from playing (which again never happened anyway), the limits UI supposedly goes from '$100 left' to '$0 left' and every 24 hours it goes back to '$100 left'.

This isn't even to explain the obvious based on industry practices, and then maybe they managed to have limits actually remove themselves after 24 hours. I literally still have the same limit active on my account from December. You have to manually click on 'Remove' to remove the limit, that's the only functional thing in this whole system.

The limits DO NOT under any circumstance remove themselves after 24 hours. You 'martin' guy clearly have no idea how your own website works, but everyone here knows what 'Reset' means in the context of limits. And let me repeat this, they never triggered anyway. There was nothing to reset because the limits always stayed at '$20 left' (wager) and '$10 left' (loss). Martin, I genuinely hope you're being forced to do this. You are at fault, you know this extremely well, these limits never worked and it's clear for everyone. Just stop.

Dear BC.Game Team,

Thank you for your reply.

However, the latest explanation still does not clarify the main issue.

As we understand it, a daily loss or wager limit normally resets each day, but does not automatically expire or remove itself after one day. A reset would mean that the limit allowance is renewed for the next day, not that the responsible gaming limit stops applying altogether.

Therefore, we need to clarify one essential point:

Was the player’s $10 daily loss limit manually removed before the losses on December 7?

If yes, please provide the exact timestamp and supporting evidence showing when the limit was removed.

If no, please explain how the player was able to lose approximately $3,498.69 on December 7 while the $10 daily loss limit was still active.

The same applies to the $20 wager limit. Please confirm whether it was manually removed before December 7, and if so, provide the exact timestamp.

At this stage, the explanation that the limit "resets at 0:00 UTC" does not sufficiently address the complaint, as resetting a daily limit is not the same as removing or expiring the limit.

Thank you for your cooperation.

The only time I removed a limit is on December 14 when the 'Vip manager' told me to do that to check if the problem was fixed (it wasn't, for what it's worth). The wager limit is still active on my account to this day.

As a matter of fact, as said by them:

Loss limit ($10) set time: 2025-12-03 00:01:00

Wager limit ($20) set time: 2025-12-03 04:34:35

Basically all losses, including the vast majority of the Dec 3 ones, happened with both active limits except the very few before 2025-12-03 00:01:00. Even accounting for their infamous '15 minutes' their system takes to 'activate' the limits.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.