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I completed a bonus at bCasino, met the rollover requirement, and received confirmation of $5,024 MXN as real money. I continued playing without the bonus, reached approximately $9,000 MXN, and requested a withdrawal. It was rejected, and all my winnings were voided, claiming bets exceeded the limit. However, according to my transaction history, those bets were placed after completing the bonus. I have already submitted documentation, and support has not provided a clear solution. I request an external review because I believe the winnings were legitimate.

Attached are screenshots of the rejected $2000 withdrawal, my username/ID, and my $7000 balance from playing at the casino after requesting the previous withdrawal. I've also included a transaction history sent by the casino showing that the bets of $80 or more they claim I made were after I had completed the rollover requirement.

Completé un bono en bCasino, cumplí el rollover y recibí confirmación de $5,024 MXN como dinero real. Seguí jugando sin bono, llegué a ~$9,000 MXN y solicité retiro. Lo rechazaron y anularon todas mis ganancias alegando apuestas mayores al límite, pero según mi historial esas apuestas fueron después de completar el bono. Ya envié documentos y soporte no da solución clara. Solicito revisión externa porque considero que las ganancias eran legítimas.

adjunto capturas del retiro que fue rechazado de $2000, mi usuario/id, mi saldo de $7000 jugando en el casino despues de haber solicitado el retiro anterior. Y historial con movimientos que el casino me envió que demuestra que las apuestas de $80 o más que dicen que hice fue despues de haber completado el rollover

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Dear claudiafdz15,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience. I have checked the T&Cs and found this:

We reserve the right to withhold any withdrawals and/or confiscate all winnings in the following cases if the following activity occurred while there was an active bonus on your account:

Placing bets that exceed the maximum allowed bet amount, as specified in the conditions of the bonus.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Could you please advise what bonus have you played with?

Additionally, in order for me to properly asses the issue, could you please share your game history in a format other than forwarded document? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Hello, good day. Yes, here's the link to the bonus I used: https://www.bcasino.com/es/promotions/min-deposit-400-bonus#tnc

I requested my transaction history multiple times via the casino chat, but I never received it. They only sent me the one I've attached here. I kept insisting, but my chat was closed; they wouldn't connect me to a live agent anymore, only the bot. I emailed support and haven't received a response. Here's a screenshot of when my bonus balance was converted to real money.

Hola buen día, si. Envío link del bono que use. https://www.bcasino.com/es/promotions/min-deposit-400-bonus#tnc

el historial fue solicitado en múltiples ocasiones en chat del casino y no lo recibí. Solo me enviaron el que adjunte aqui. insistía pero mi chat era cerrado ya no me pasaban con agente en vivo solo con el bot. Escribi un correo al soporte y no he recibido respuesta. Aqui está la captura de cuando el saldo del bono me fue convertido en dinero real

Thank you very much for your response. Please be advised that we are unable to evaluate the issue without the complete game history. The document you attached in your initial message does not include the bet sizes. Therefore, I recommend that you reach out to the casino to request the full game history in Excel format via email. Please feel free to include me in your correspondence at my email address: attila.g@casino.guru. Thank you in advance for your cooperation.

Dear claudiafdz15,

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,
Attila
Casino.Guru