The whole withdrawal system has been down for two days - you cannot withdraw at all. I haven’t been able to even do the withdrawal.
Did the casino say why this is the case and whether they are doing maintenance of the whole system? I saw you said withdrawal maintenance so I'm trying to find out if we mean the same. If they are doing that, maybe it will be little bit longer and you will have to wait till there will be end of the process.
Same response for two days - that their withdrawal system is from a third party and they have no ETA. There are no options available to withdraw
I am attaching all relevant screenshots, chat logs, and balance history for verification. I look forward to your guidance on the next steps.
I looked at what you sent me. In the first screenshot, I would be particularly interested in what the casino told you before. You mention and say that you thank them for explaining wagering and so on, but I can't see what the casino wrote to you. Could you send me a screenshot where I can see the previous conversation?
Same response for two days - that their withdrawal system is from a third party and they have no ETA. There are no options available to withdraw
Many casinos use third-party payment providers, which are fine. If they are undergoing maintenance, then you will probably have to wait until it is finished. In such cases, the casino should try to inform players in a timely manner and as best as possible, but not everything is in their hands.
Hope it will be solved soon.
Here are the exact details of the bonus and wagering:
Bonus amount received: ₹11,917.25
Bonus type: Bonus link (non-deposit)
Wagering requirement: 15x
Total wager required: ₹178,758.87
Wager completed: ₹178,758.87 (fully completed before expiry)
Status shown: Done
Withdrawable funds shown after completion: ₹11,917.25
Before continuing wagering, I explicitly contacted live support to confirm whether all profits would be withdrawable after completing the 15x rollover.
The support agent (Winslow) clearly confirmed in writing that:
Once I complete the full 15x rollover requirement before expiry, my entire balance including all profits would become withdrawable.
I acknowledged this confirmation and continued wagering only based on this assurance.
Using this bonus balance, I played games and earned significant profit. At one point, my bonus balance showed a much higher amount during gameplay.
However, the moment I completed the wagering requirement, the casino removed all profits earned from the bonus, leaving only ₹11,917.25 as withdrawable, despite:
Wagering being fully completed
Prior written confirmation from live support
No rule violation on my part
Additionally, after this happened, my profile and related data appear to have been altered or removed, which raises serious concerns.
I am attaching the following screenshots for clarity:
Rollover details showing wagering completed
Live chat conversation where full withdrawal was confirmed
Gameplay screen showing higher balance earned from the bonus
From my understanding, if profits are not withdrawable, this must be clearly stated before wagering, not contradicted by live support.
I believe this is an unfair practice and misleading confirmation from the casino side. I respectfully request Casino Guru’s assistance in reviewing this case and helping ensure fair resolution.
My details: Username: muddypunk
User ID: 16768983
Thank you for your time and support. I am ready to provide any additional information if required.
Thanks for another screenshot. I see that the agent probably didn't give you the best information.
According to what I saw in the complaint, Petronela shared some bonus terms. She also asked you the same thing I asked you.
Be sure to post it and we'll see what can be done.
On multiple occasions recently bc.game casino has allowed me to go over my gambling limits! I wasn’t aware I had limits in place however when playing recently I wasn’t able to place bets because of the limits that were in place!
In total over the course of 3 days I lost $5159 over my limit, have I got a case to receive some of these funds back?
Hello, if you had limit as a responsible gambling tool and casino couldn't stick to it I would probably lodge a complaint on our site.
I think it is important to honor things like this so player can be protected. How big was your limit? Did you ask casino or tell them that you went over limit and how is that possible?
I won't promise you that you can get some money back but definitely I would go the complaint way.
What do you say?
I had a limit of $300 but on 1 occasion I was able to go $1900 over that limit! I am more than happy for a complaint to be lodged against them, I have contacted them myself but I keep getting passed from 1 person to another
Okay, then you can open a complaint here.
We'll see what can be done.
If the casino didn't give you any answer as to why this is the case, that's not the best thing.
Kostenlose professionelle Weiterbildungskurse speziell für Mitarbeiter von Online Casinos, die sich auf die Erfahrungen aus der Branche stützen, und die auf die Verbesserung der Spielerkenntnisse und auf einen fairen und verantwortungsvollen Umgang mit dem Glücksspiel abzielen.
Diese Initiative haben wir mt dem Ziel gestartet, ein globales Selbstausschlusssystem zu schaffen, das es gefährdeten Spielern ermöglicht, ihren Zugang zu allen Online-Glücksspielmöglichkeiten global zu sperren.
Diese Plattform wurde geschaffen, um all unsere Bemühungen einer breiten Öffentlichkeit zu präsentieren, damit unsere Vision einer sichereren und transparenteren Online-Glücksspielbranche auch in die Realität umgesetzt wird.
Ein anspruchsvolles Projekt, dessen Ziel es ist, die größten und verantwortungsvollsten Unternehmen im Bereich des iGaming auszuzeichnen und ihnen jene Anerkennung zukommen zu lassen, die sie auch verdienen.
Sie werden in Kürze auf die Webseite des Casinos weitergeleitet. Bitte haben Sie etwas Geduld. Falls Sie einen Werbeblocker verwenden, überprüfen Sie bitte dessen Einstellungen.
