BC.Game Casino - Выигрыш игрока частично выплачен.

dear

I recently played at your online casino and was able to win the highest prize. According to this casino's rules and regulations, the winning prize should be paid in full. However, to my surprise, only a small portion of the prize has been deposited into my account.

Specifically, an amount of approximately $500 has been credited to my account, whereas based on my calculations and the game conditions, I should have received a minimum of 6000$. Additionally, for reasons that are still unclear to me, another portion of the prize, which is approximately 6000$, has not been paid to me.

I have reported this issue to support team multiple times, but I have not received any response so far. This kind of behavior towards customers is unacceptable and leads to a great deal of dissatisfaction and disappointment among users.

Considering the above-mentioned circumstances, I request them to improve performance and responsiveness and deposit the remaining prize amount into my account. Furthermore, I expect an explanation as to why this has happened and what measures they plan to take to prevent similar issues in the 

Dear Djkhalaj,

Thank you very much for submitting your complaint. I'm sorry to hear about the discrepancy you encountered with your winnings at online casino.

• It would be helpful to know if you received any communication from the support team regarding the partial payment and the reason behind it. If not, please let us know the dates and times of your interactions with the support team so that we can investigate this matter thoroughly.
• Furthermore, could you provide any documentation or screenshots that demonstrate the discrepancy between the amount credited to your account and the expected winnings?

If there are any relevant communications or documents (full game history) you would like to forward to us, please feel free to send them to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello and greetings, as it is available in the attached documents, you can see that the moment I won, the casino system mistakenly even recorded that you won the amount of 542 dollars, and their mathematical equations that stated the bet amount are interesting. 0.45 dollars, which should be multiplied by 0.00001205, and obviously the answer to this equation should not be 542 dollars, and this clearly shows the first and most obvious forms that they do not accept their system error and have caused the customer to suffer. And the support is just an expression of shame from my expectation

Hi Djkhalaj,

I apologize, but I'm still unclear as to why you anticipated a payout ten times greater.

From the forwarded communication, it's evident that the issue is presently under investigation by both the casino and the game provider. However, we're reliant on the completion of this investigation before any further action can be taken.

Thank you for your understanding.

hi again

My problem is exactly why they registered this number and how did they come to the conclusion to give me 542 dollars with these numbers and unfortunately it has been about a week and they are still investigating! Everything is characteristic! i have screen shot of win time

this screen shot when i win please check it

Hi Djkhalaj,

Based on the system's calculations, the win for this particular round has been determined as $3.42, based on your bet amount, the lines you were betting on, and the winning combination.

I hope this explanation clarifies the issue.

Dear Djkhalaj,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.