bCasino - Cuestiones de retiro y bonificación del jugador.

On the 26th, I placed a withdrawal of 1500 Mexican pesos. When making the withdrawal, I noticed that my bonus balance was 284 pesos. This prompted me to re-bet, but the balance didn't decrease. As a result, I decided to follow through with the withdrawal of 1500 pesos.

On the app, a message indicated that the bonus balance would be deducted from my winnings, which was indeed the case. After the bonus was deducted, my account balance was approximately 500 pesos, which I used to continue playing.

On the 27th, I continued playing, leaving a balance of 800 in my account. However, on the 28th of April 2024, I found that my account only had a balance of 200 pesos.

I checked my email and found a message stating that my withdrawal had not been accepted due to a violation of bonus rules.

My bets were always low.

But nonetheless, they penalized me with the bonus balance of 284 pesos that did not reduce after re-betting.

They also penalized me by refusing my withdrawal of 1500 pesos

Furthermore, they penalized me for the winnings I obtained after the withdrawal and bonus penalty.

I tried reaching out through the complaint email provided by bcasino (compliants@bcasino.com), but it doesn't work; my complaints were rejected.

I hope you can help me. Thank you.

El dia 26 realice retiro por 1500 pesos mexicanos, al momento de realizar el retiro me aparecian 284 pesos, en saldo en bonificación, por lo que rejugué, y el saldo no disminullo, por lo que dicidí realializar un retiro de 1500 pesos,

En la app, me apareció leyenda que seria descontado de mis ganancias el saldo de la bonificación, lo cual se realizo, quedando un saldo en mi cuenta despues del descuento del bono de 500 pesos aproximadamente, con lo que sigui jugando.

El dia 27 segui jugando y deje un saldo de 800 en mi cuenta, el dia de hoy 28 de abril 2024, me aparecio en mi cuenta solo un saldo de 200 pesos.

cheque mi correo electronico y me percate que existia un correo donde me informaban que mi retiro no habia procedido por infrigir las reglas del bono.

mis apuestas siempre fueron bajas.

pero aun asi, me castigaron con el saldo del bono de 284 que no se redujo despues de rejugar.

me castigaron con mi retiro de 1500 pesos

me castigaron con mis ganancias obtenidas después del retiro y castigo del bonificación de bono

me proporciono el aseso correo de quejas de bcasino (compliants@bcasino.com) no funciona me los rechaza

espero me puedan ayudar gracias.

Dear Richi21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the bonus wagering requirements were fulfilled after you continued playing on the 26th?
• Could you please share your communication with the casino about which rules were broken? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Ok I try to enter the chat to send them, I inform you that at the time of obtaining the bonus it was with a deposit of 200 to 40% bonus

Ok trato de entrar al chat para enviarlas, le informo que al momento de obtener el bono fue con deposito de 200 a 40,% de bono

I don't know if I have access to the chat, it doesn't allow me to log in, it just says that I haven't logged in but I can log in to games and it gives icons but not the chat. In short, he didn't tell me how I broke the rules, he just told me that + I'm sorry, you can file a complaint +

No sé si quede acceso al chat no me permite ingresar, solo dice que no he iniciado sesión pero puedo entrar a juegos y das iconos pero no al chat. En resumen no me dijo en qué infringi las reglas, solo me dijo que +lo siento puede levantar una queja +

Dear Richi21,

Please understand without your communication with the casino, we don't know what we are up against.

• Has the casino informed you via email about which rules were allegedly broken?
• Have you contacted the casino again via chat and asked which rules were broken?

Please share your communication with me via email (tomas@casino.guru) or screenshots here.

Thank you very much, Richi21, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  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.  

Hello, Richi21!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!