BC.Game Casino - Perdita del giocatore dovuta a un guasto del sistema.

A complete summary of my problem with the BC.GAME platform:

I activated the Daily Loss Limit feature on the platform, setting it to R$560. This feature exists precisely to protect the user against excessive losses, automatically blocking any bet after this limit is reached.

In my case, I had a balance of R$3,117 and trusted that the activated limit would protect me. However, the tool failed badly. Even after exceeding the amount I set as a limit, the system didn't stop me from continuing to bet, which led to the total loss of my balance - something that wouldn't have happened if the system worked as promised.

I contacted support, who gave me a deadline of 24 hours to get back to me. This deadline has now been exceeded for more than 40 hours, and I continue to receive generic and empty replies, without any solution, technical explanation or direct referral to the team responsible.

In view of this, I demand full reimbursement of the amount lost (R$3,117) or, at the very least, reimbursement with a fair adjustment, considering that I only exceeded the R$560 I set as my limit. In other words, I should be refunded the amount of R$2,557, since the error was exclusively the platform's - and this amount should never have been lost if the security feature was working properly.

As a comparison, on other platforms, such as Shuffle.com, this same Daily Loss Limit feature works perfectly. The system locks immediately after the set value is reached - no glitches, no exceptions.

At BC.GAME, however, this is a critical flaw, which, as I've been able to research, has not only happened to me, but also to other users.

So I reiterate: I need my money back. What happened was a serious negligence on the part of the platform with a tool that is supposed to protect the user.

🕒 This happened on 20/07/2025, at the specific time of 03:48:57 to 03:55:04.

📞 I have already contacted support more than 8 times, and the only response I get is that the team is "working attentively" on my case - without any concrete progress.

Resumo completo do meu problema com a plataforma BC.GAME:

Ativei o recurso de Limite Diário de Perda na plataforma, configurando o valor de R$560. Esse recurso existe justamente para proteger o usuário contra perdas excessivas, bloqueando automaticamente qualquer aposta após esse limite ser atingido.

No meu caso, eu tinha um saldo de R$3.117 e confiei que o limite ativado me protegeria. Porém, a ferramenta falhou gravemente. Mesmo após ultrapassar o valor que defini como limite, o sistema não impediu que eu continuasse apostando, o que levou à perda total do meu saldo — algo que não teria ocorrido se o sistema funcionasse como prometido.

Entrei em contato com o suporte, que me deu um prazo de 24 horas para retorno. Esse prazo já foi ultrapassado há mais de 40 horas, e sigo recebendo respostas genéricas e vazias, sem qualquer solução, explicação técnica ou encaminhamento direto à equipe responsável.

Diante disso, exijo o ressarcimento integral do valor perdido (R$3.117) ou, no mínimo, o ressarcimento com um ajuste justo, considerando que ultrapassei apenas os R$560 que configurei como limite. Ou seja, que me seja devolvido o valor de R$2.557, já que o erro foi exclusivamente da plataforma — e esse valor jamais deveria ter sido perdido se o recurso de segurança estivesse funcionando corretamente.

Como comparação, em outras plataformas, como a Shuffle.com, esse mesmo recurso de Limite Diário de Perda funciona perfeitamente. O sistema bloqueia imediatamente após o valor estabelecido ser atingido — sem falhas, sem exceções.

Na BC.GAME, no entanto, trata-se de uma falha crítica, que, conforme pude pesquisar, não ocorreu apenas comigo, mas também com outros usuários.

Portanto, reforço: preciso do meu dinheiro de volta. O que houve foi uma negligência grave da plataforma com uma ferramenta que deveria ser de proteção ao usuário.

🕒 O fato ocorreu no dia 20/07/2025, no horário específico de 03:48:57 às 03:55:04.

📞 Já entrei em contato com o suporte mais de 8 vezes, e a única resposta que recebo é que a equipe está "trabalhando atenciosamente" no meu caso — sem qualquer evolução concreta.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you used the Daily Loss Limit feature before? If so, did it work correctly in the past?

Do you have any proof that the Daily Loss Limit feature was actually active at the time the issue occurred? For example, did you receive any confirmation email or notification when you set the limit?

Could you please send me the full communication you've had with the casino's support team so far? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, Dominica 👋

Thanks for the feedback.

About your first question:

Yes, I have used the daily loss limit feature at other casinos before, and it has always worked correctly. However, this was my first time using this feature on the BC.GAME platform, and unfortunately it failed completely, allowing me to continue betting until I lost my entire balance.

About the proof that the limit was active:

Yes, I have screenshots taken a few minutes after the total loss of my balance, where it shows that the remaining limit was set to zero - in other words, the system recognized that the limit had been reached, but it didn't remove me from the game or block new bets, allowing me to continue playing normally until I zeroed out my account.

I also have a screenshot of me trying to access a game, in which the system displays the message that the daily loss limit has been reached, preventing new bets - however, this restriction only appeared after the balance had already been completely lost.

It's important to note that, after this total loss, I only placed a few penny bets, no large amounts, and I can send the complete betting history if necessary for analysis.

Regarding communication with BC.GAME support:

I'm gathering all the screenshots and transcripts I had with support and will send them to your e-mail: as soon as possible. I can also post some screenshots here if it's more convenient.

Thank you for your attention. I'm happy to provide any additional information. 🙏

The daily loss limit was activated between 3:30 a.m. and 3:40 a.m. on 07/20/25.

Olá, Dominica 👋

Obrigado pelo retorno.

Sobre sua primeira pergunta:

Sim, já utilizei o recurso de limite diário de perda em outros cassinos, e ele sempre funcionou corretamente. Porém, essa foi a minha primeira vez utilizando esse recurso na plataforma BC.GAME, e infelizmente ele falhou completamente, permitindo que eu continuasse apostando até perder todo o meu saldo.

Sobre a prova de que o limite estava ativo:

Sim, eu tenho prints tirados poucos minutos após a perda total do meu saldo, onde mostra que o limite restante estava zerado — ou seja, o sistema reconheceu que o limite tinha sido atingido, mas não me retirou do jogo e nem bloqueou novas apostas, permitindo que eu continuasse jogando normalmente até zerar minha conta.

Também tenho uma captura de tela tentando acessar um jogo, em que o sistema exibe a mensagem informando que o limite diário de perda foi alcançado, impedindo novas apostas — porém, essa restrição só apareceu depois que o saldo já havia sido completamente perdido.

Importante ressaltar que, após essa perda total, eu realizei apenas algumas apostas de centavos, nenhum valor alto, e posso enviar o histórico completo de apostas caso seja necessário para análise.

Sobre a comunicação com o suporte da BC.GAME:

Estou reunindo todos os prints e transcrições que tive com o suporte e enviarei para o seu e-mail: [email protected] o mais breve possível. Também posso publicar algumas capturas aqui, se for mais conveniente.

Agradeço pela atenção. Fico à disposição para qualquer informação adicional. 🙏

O limite diário de perda foi ativado entre 3h30 e 3h40 da madrugada do dia 20/07/25.

Hello, Dominica 👋

I received a reply from the BC.Game team about my case and I'd like to share it with you. Below is the message that was sent to me:

"Apologies for the inconvenience, I have checked your ticket ID: 8866***

Please note that the betting limitation is not applied in real time. There is a delay of approximately 5 minutes after a wager is placed. Additionally, relevant user tips have been provided to guide you accordingly.

Thank you for your kind understanding."

In other words, they are basically admitting that the loss limit is not applied in real time, which in my view represents a very serious flaw in the Responsible Gaming system.

As promised, I will also forward the full chat transcript to your e-mail address [email protected] so that you can analyze the entire context of the conversation with support.

I look forward to hearing from you.

Thank you.

Olá, Dominica 👋

Recebi uma resposta da equipe da BC.Game sobre o meu caso e gostaria de compartilhá-la com você. Abaixo está a mensagem que me foi enviada:

"Apologies for the inconvenience, I have checked your ticket ID: 8866***

Please note that the betting limitation is not applied in real time. There is a delay of approximately 5 minutes after a wager is placed. Additionally, relevant user tips have been provided to guide you accordingly.

Thank you for your kind understanding."

Ou seja, eles estão basicamente admitindo que o limite de perda não é aplicado em tempo real, o que, na minha visão, representa uma falha gravíssima no sistema de Jogo Responsável.

Conforme prometido, também vou encaminhar a transcrição completa do chat no seu e-mail [email protected] para que você possa analisar todo o contexto da conversa com o suporte.

Fico no aguardo do seu posicionamento.

Obrigado.

Dear player, do I understand correctly that the entire balance was lost within the ~5-minute delay before the Daily Loss Limit feature became active?

Has the casino made it clear that they do not intend to refund any part of the lost amount?

In your first message, you mentioned a screenshot showing that the daily loss limit was active, but the image you provided does not include a visible date or time, which makes it difficult to confirm exactly when the feature was enabled.

Also, just to let you know — I have not received any email from you yet at [email protected].

Hello, Dominika 👋

Actually, the interval in which I lost my entire balance was approximately 8-9 minutes, not 5 minutes as you mentioned. In any case, the casino has already made it clear that it doesn't intend to refund any part of the amount lost. I can forward you exactly what they wrote, just below this message.

"Apologies for the inconvenience, I have checked your ticket ID: 8866***

Please note that the betting limitation is not applied in real time. There is a delay of approximately 5 minutes after a wager is placed. Additionally, relevant user tips have been provided to guide you accordingly.

Thank you for your kind understanding."

Regarding the screenshot I sent earlier: although it doesn't contain the visible date, I have a printout that clearly shows the day it was taken. In addition, there were no bets worth more than R$560.00 after the daily loss limit was activated, which reinforces that the feature did indeed come into effect and that the losses occurred before that.

Anyway, I'll send you this printout with the date visible to help you check.

Thanks for your attention and I look forward to hearing from you!

Olá, Dominika 👋

Na verdade, o intervalo em que perdi todo o meu saldo foi de aproximadamente 8 a 9 minutos, e não 5 minutos como mencionado. De toda forma, o cassino já deixou claro que não pretende reembolsar nenhuma parte do valor perdido. Posso te encaminhar exatamente o que eles escreveram, logo abaixo nesta mensagem.

"Apologies for the inconvenience, I have checked your ticket ID: 8866***

Please note that the betting limitation is not applied in real time. There is a delay of approximately 5 minutes after a wager is placed. Additionally, relevant user tips have been provided to guide you accordingly.

Thank you for your kind understanding."

Sobre a captura de tela que enviei anteriormente: apesar de não conter a data visível, eu tenho um print que mostra claramente o dia em que ela foi tirada. Além disso, não houve nenhuma aposta com valor superior a R$560,00 após a ativação do limite de perda diária, o que reforça que o recurso de fato entrou em vigor e que as perdas ocorreram antes disso.

De qualquer forma, vou te mandar esse print com a data visível para ajudar na verificação.

Obrigado pela atenção e sigo à disposição!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear higorewal54664,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BC.Game Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BC.Game Casino,

Could you please provide detailed information regarding the player’s case? I would particularly like clarification on why the player’s daily loss limit did not function as intended, and on the statement from your support agent regarding the delayed application of the limits, despite the clear description in the gambling limits section stating that the limit will apply immediately (see screenshot below).

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Dear higorewal54664,

Unfortunately, the casino representative has not yet responded in the complaint thread. However, I have reached out to them externally and am currently awaiting their reply. I will provide you with an update as soon as I receive their response.

I apologize for the inconvenience and thank you for your patience.

Dear higorewal54664,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo