BC.Game Casino - El jugador se siente engañado debido a las limitaciones del límite de bonificación.

Intransparent bonus conditions

I played a few free spins after making my deposit and won about $10. To meet the wagering requirements, I continued playing normally, got really lucky, and won $873.16. When I met the wagering requirements, the amount was down to $0, and I was credited with $10 in real money. That's so outrageous, given that the wagering requirements state "...a maximum withdrawal limit of $10.00 for winnings from free spins." (see screenshot) However, I didn't win the large sum from the free spins, but from wagering the free spin winnings. Although I had a good gaming experience, I feel like I've been taken for a ride and a bit cheated. The chat support was nice, but couldn't help me either.

User ID: 78780507

@bc.game - in English.

I won like 10$ from these first deposit free games, got lucky while wagering the 10$ and made them into 873.16$. After wagering was completed I got 10$. Checked the German bonus conditions and it literally says "payouts from free spins are capped at 10$" but since I won the 873$ while wagering on different games and not during the free spins you gifted me, it seems to me that the cap should not apply according to the written bonus conditions. (Screenshot attached) As you can imagine I'm quit upset although I had a nice gambling experience but this kind of ruined it for me.

kind regards

Intransparente Bonus Bedingungen 

Ich hatte ein paar Freispiele nach meiner Einzahlung gespielt und ca. 10$ gewonnen. Um die Umsatzbedingungen zu erfüllen habe ich normal weiter gespielt, richtig Glück gehabt und 873,16$ gewonnen. Beim erfüllen der Umsatzbedingungen waren diese dann auf 0$ und mir wurden 10$ Echtgeld gutgeschrieben. Das ist so unverschämt, da in den Umsatzbedingungen steht, dass „…maximales Auszahlungslimit von 10,00 $ für Gewinne aus Freispielen." (siehe Screenshot) Die große Summe habe ich aber nicht bei den geschenkten Freispielen gewonnen sondern beim umsetzen (wagering) des Freispielgewinns. Obwohl ich eine gute Spielerfahrung hatte, fühle ich mich veräppelt und irgendwie auch ein bisschen betrogen. Der Chat Support war nett, konnte mir aber auch nicht helfen.

User ID: 78780507

@bc.game - in English.

I won like 10$ from these first deposit free games, got lucky while wagering the 10$ and made them into 873,16$. After wagering was completed I got 10$. Checked the German bonus conditions and it literally says „payouts from free spins are capped at 10$" but since I won the 873$ while wagering on different games and not during the free spins you gifted me, it seems to me that the cap should not apply according to the written bonus conditions. (Screenshot attached) As you can imagine I’m quit upset although I had a nice gambling experience but this kind of ruined it for me. 

Kind regards

Dear 78780507,

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

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

• Could you please share a screenshot or a link to the bonus you activated and played? If there is a record of the bonus in your bonus history, please share a screenshot of it as well.
• Have you contacted casino support and asked for an explanation? What response have you received?
• Were your winnings removed immediately after the wagering of the bonus was complete?
• 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

Hallo Tomas,

Thank your for your quick reply. Let me explain the situation further:

• The bonus was one of the „Deposit Free Spins" and contained 20 Free Spins at a Pragmatic Game. You can see the details on the screenshot.

• before wagering the bonus was displayed similar to this one:

• I contacted the casino support straight away via live chat but they had a different opinion on the matter and weren’t able to help me:

• Yes they deducted my wagering winnings straight after finishing the wagering requirement on a slot (1.20$ bet) and changed it into 10$ real money all in the same second. You can see the transactions with time stamps in the following screenshot:

Thank you for taking this matter seriously!

Kind regards

Lion

Thanks for your patience.

I understand your concern and acknowledge it might be confusing. After discussion with our data team, similar rules can sometimes indicate both of the situations -either the cap refers to the initial winnings of the free spins themselves, or subsequent winnings made after the wagering of the bonus is complete.

When it's not clear which situation the particular terms and conditions refer to, we accept the subsequent winnings as the default option. The expectation is that the casino puts the terms and conditions in place to limit wins and protect itself from needing to pay out large winnings from which essentially is a gift to the players in the form of bonus money. We accept this situation as justifiable.

I hope that clarifies the situation.

Unfortunately, in this situation, we are unable to compel the casino to accept your interpretation of the terms and conditions.

Consequently, the complaint will be closed, as our conclusion is that the casino adhered to its terms and conditions.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.