BC.Game Casino - Verlust des Spielers aufgrund eines Systemfehlers.

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 dominika.l@casino.guru, 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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: dominica.l@casino.guru 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 dominika.l@casino.guru 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 dominika.l@casino.guru 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 dominika.l@casino.guru.

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 (jakub.m@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.

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 jakub.m@casino.guru.

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

Best regards,

Kubo

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Comments from the Casino:

Dear User:

We deeply regret your experience and understand that this situation must have been very difficult for you, especially given the involvement of responsible gaming limits.

Please note that the daily loss limit feature is designed to help players manage their gaming activity, and we take any questions about its functionality very seriously. Currently, we cannot confirm specific details without reviewing your specific account information.

To properly investigate this matter, please provide your User ID (UID) so that our relevant team can conduct a full review of your account activity and applied limits.

We solemnly declare that we have not overlooked this matter and are willing to cooperate with you to provide further explanation after our internal review is completed.

Your feedback is crucial to us, and we thank you for your patience during our further investigation.

Sincerely,

BC.Game Team

Hello,

Thank you to the casino for getting back to us and for your willingness to further investigate this matter.

Dear higorewal54664,

Please follow the casino’s instructions and provide your User ID (UID) so their team can review your account and the applied limits in detail. Once they have this information, they should be able to investigate the situation properly and provide further clarification.

I would also like to inform both parties that I have temporarily taken over this complaint, as my colleague Kubo is currently on sick leave.

Thank you both for your cooperation.

Dear Petronela,

Thank you for reviewing this case.

After carefully checking the user’s account [34799196] and the system records, we would like to clarify the situation regarding the Daily Loss Limit feature.

First, we can confirm that the Daily Loss Limit set by the user was successfully activated on the account. The feature was functioning as designed and was not disabled at any point.

However, it is important to clarify how this limit operates technically. The wagering statistics used to calculate the loss limit are not updated in real time. Instead, the system updates wagering data periodically, usually within a few minutes. Because of this mechanism, there may be situations where bets placed within a short time frame exceed the configured limit before the system fully updates and applies the restriction.

For this reason, users are also expected to monitor their betting activity and balance while playing.

We understand that the previous wording of the feature description may not have been sufficiently clear regarding this behavior. To improve transparency for players, we have already updated the product text to better explain how the limit works. The updated wording is attached for reference.

Based on our system logs, the feature itself functioned normally and there is no evidence of a technical malfunction of the platform.

https://bc.game/responsible/gambling-limits

We remain committed to providing responsible gaming tools and continuously improving their clarity and usability.

Please let us know if any additional information is required.

Kind regards,

Martin.

BC.GAME Support Team

Dear BC.Game Team,

Thank you for your response and for clarifying how the Daily Loss Limit feature operates technically.

However, I would like to address a key concern regarding the previous wording of this feature, which is crucial in this case.

Based on the evidence provided, the tool was originally described as:

"Your limit will apply immediately…"

This wording gives a very clear and strong expectation to the player that once the limit is reached, further betting will be prevented without delay. There is no indication whatsoever that:

• the limit is not applied in real time, or
• there may be a delay of several minutes, during which additional losses can occur.

Only after this incident, the description appears to have been updated to:

"Your limit will apply within 15 minutes…"

This change itself strongly suggests that the original description was misleading or incomplete, as it did not accurately reflect the actual functionality of the feature at the time the player was using it.

With this in mind, I would like to ask the following:

1. How should the player have reasonably understood the feature based on the original wording, which clearly stated that the limit applies immediately?
2. Do you agree that the lack of transparency regarding the delay could have directly contributed to the player’s losses?
3. Given that the wording has now been updated, what steps are you willing to take to address the impact of the previous (inaccurate or unclear) description on affected players, including this case?

From our perspective, responsible gambling tools must be fully reliable and clearly explained, as players depend on them to prevent excessive losses. Any ambiguity or discrepancy between how the tool is described and how it actually functions can have serious consequences.

We look forward to your clarification on this matter.

Dear Petronela,

Thank you for your detailed response and for highlighting your concerns regarding the wording of the Daily Loss Limit feature.

We understand the importance of clarity when it comes to responsible gambling tools, and we would like to provide further context regarding how this feature operates.

Firstly, regarding the "immediate" application of the limit — from a technical perspective, loss tracking in online gaming environments is not processed instantaneously. It relies on real-time data aggregation across multiple game providers and systems, which inherently introduces short processing intervals. This is not unique to BC.GAME, but rather an industry-wide limitation.

That said, we acknowledge that the original wording ("will apply immediately") may not have sufficiently reflected this technical behavior. To improve transparency, we have updated the description to clearly state that the limit may take up to 15 minutes to be fully enforced.

However, we would like to emphasize that the feature functioned as designed at all times. The delay is part of the system’s operational logic, not a malfunction or failure of the tool.

From the player’s perspective, while the wording could have been clearer, the responsibility for gameplay decisions remains with the player during any short processing window. Responsible gambling tools are intended as supportive measures, but they do not replace player control entirely.

Regarding compensation, as the system operated correctly according to its design, and there was no technical error or malfunction, we are not in a position to offer reimbursement in this case.

That said, we take this matter seriously and have already taken steps to improve the clarity of our communication to prevent similar misunderstandings in the future.

We appreciate your feedback and remain committed to enhancing transparency and responsible gaming measures on our platform.

Martin,  

BC.GAME Team

Dear BC.Game Team,

Thank you for your detailed explanation.

Could you please clarify within what exact time frame the disputed amount of R$3,117 was lost?

Specifically, we would like to know:

• How much time passed from the moment the loss limit should have been applied until the player lost the full amount of R$3,117?

This information is crucial for assessing the impact of the delay in applying the Daily Loss Limit feature.

Thank you in advance for your clarification.

Dear Petronela,

According to our backend records, the user higorewal54664 (UID: 34799196) submitted a loss limit request on 2025-07-20 at 06:42:14.

Please note that there is typically a delay before such limits take effect, usually around 15 minutes. Therefore, the effective time of the loss limit would be approximately 06:57.

Between 06:42 and 06:57, the user recorded a total result of -558 USDT (approximately 2,935.19 BRL). The last bet within the 24-hour period was placed at 06:55.

No further betting activity occurred until 2025-07-21 at 14:52:03, by which time the loss limit period had already ended.

Martin

BC.GAME Team

Dear higorewal54664,

Thank you for your patience throughout this case.

I completely understand how frustrating this situation must feel, especially since the loss occurred despite you activating a responsible gambling tool that is meant to protect you.

After carefully reviewing all the available evidence, including the exact timestamps provided by the casino, we can confirm that the loss happened within a short window (approximately 10–15 minutes) between the moment the limit was set and the moment it became fully effective.

In this situation, it is important to distinguish between two possibilities:

• whether the tool failed, or
• whether the tool worked, but with certain limitations

Based on the evidence, the tool did not fail. It was active and applied correctly according to how the system is technically designed. However, it was not applied instantly, which resulted in a short delay during which additional bets were still possible.

We fully agree that the original wording ("applies immediately") was not accurate and could have created a strong expectation that no further bets would be possible right away. This lack of clarity is not ideal and understandably contributed to your situation.

At the same time, from a technical and industry perspective, short delays in applying such limits are not uncommon. Responsible gambling tools can be helpful, but they are not always perfectly real-time. In fact, many casinos do not offer such tools at all. From this perspective, we still consider it a positive step that such a feature is available, even if its implementation is not perfect.

Because of this, we assess whether:

• the system was completely malfunctioning or ignored the limit, or
• the system worked within its technical constraints

In your case, the evidence shows that the system worked as designed and the limit was applied after the short delay. Therefore, we are unable to conclude that there was a technical failure that would justify compensation.

For these reasons, we will not be able to proceed further with this complaint and will be closing it as rejected.

I understand this is not the outcome you were hoping for, and I’m truly sorry we couldn’t assist you more favorably in this case.

Thank you again for your cooperation and understanding.

Kind regards,

Petronela

Casino.Guru