BC.Game Casino - Il giocatore evidenzia i limiti di gioco responsabile non rispettati.

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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.

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