Quote from: holydarkness on Today at 05:02:45 PM

Quote from: ptaylor78 on Today at 04:39:45 PM

This matter will now stall into a fourth calendar month as we reach September on Monday. BC.Game has already made a provably false statement about when my loss limits were set, yet continues to drag things out with no accountability. I am at a loss as to what anyone expects them to come back with after more so-called investigations and “second reconsiderations.”

And let’s not lose sight of the amount. This is only $1,500. A company generating millions in revenue every year has chosen to lie, stall, and ignore mediators rather than resolve a dispute over a sum that is nothing to them. I have given them every off-ramp: resolution by email, through Casino Guru, and again via @holydarkness, without requiring them to admit fault. They could have closed this long ago. Instead, they have shown us who they are.

Players should be warned. This is not just one account dispute. BC.Game is lying about something as important as responsible gaming tools. These are tools they promote on their website and are obligated to uphold under their supposed “licensing.” The fact that they would misrepresent or deny the operation of those tools shows how little regard they have for player protection. It is disappointing how this is playing out, but not surprising given their pattern.

My Casino Guru complaint can be found here: https://casino.guru/complaints/bc-game-casino-player-s-funds-are-lost-due-to-failed. Another player from Brazil with the same issue has also been ignored: https://casino.guru/complaints/bc-game-casino-player-s-loss-due-to-system-failure. Both remain unanswered while BC.Game responds to other Casino Guru complaints to keep their “Safety Index” at a misleading B+ (Good).

Meanwhile, outside of curated indexes, the reality is very different. On Trustpilot, BC.Game is rated “Bad” (1.5/5.0) with 61% of reviewers giving them 1 star, the lowest possible rating.

The strategy is clear. Stall until the customer gives up. I will not. I paused my next steps to allow @holydarkness time to contact his sources, but after another week of empty promises from BC.Game and a 30th straight day of ignoring the Casino Guru mediator’s third request, the picture is obvious. I recognize that @holydarkness has to remain unquestionably neutral to maintain his contacts with BC.Game, but neutrality must have limits when a company repeatedly shows bad faith.

Other players need to see BC.Game for what it is. If they can lie about responsible gaming and drag their feet over $1,500, they can lie about anything. Proceed with extreme caution.

This is exactly why I gave them the benefit of doubt by letting them inquire and investigate for as long as they need and nudge every now and then: 1,500 USD worth of case. It is less than their weekly signature budget, I guess [I am not looking into their sig thread to check]. If they're at fault and try to cover it, they'll be more than happy to pay the quite likely low amount [if we may look from their perspective].

Their refusal to settle and choose to inquire to every departments involved indicates [at least for me] that they're seeking transparency instead of burying the case, that they want to know what exactly happened and why and how and when, and perhaps who.

So, maybe it'll in the best interest of every neutral overseers to sit patiently while I periodically nudge my contact until we get their side. One thing that I can assure you is that I am not leaving this case out of my eyes. I nudge my contact on daily basis [and today, it happened few minutes ago] to ask them if they've got their verdict and knows what happened.

It is not my intent to question your motives or sincerity, but I need to ask directly. You have seen the evidence in this case. How do you as a reasonable person reconcile the screenshots and contemporaneous evidence I submitted on June 19, including statements from three of BC.Game’s own support agents confirming my loss limit complaint, with BC.Game’s repeated position by email, on Trustpilot, and on Casino Guru that I did not set any limits until June 26, one week after I filed a complaint?

When you continue to grant BC.Game additional time and ignore their broken promises to provide explanations and verdicts, it appears to me that you are leaning toward their side instead of holding them accountable. You wrote that “if they are at fault and try to cover it, they will be more than happy to pay the quite likely low amount [from their perspective].” But they have not paid. Have you considered that they may not want to admit issues with their responsible gaming tools, for fear of opening the door to additional claims from other players or other regulatory problems?

Letting them "inquire and investigate for as long as they need" is such an odd position to take. As others have pointed out, we live in a technologically advanced world. By saying this you make it seem like BC.Game needs months to investigate some complex, year-long issue involving hundreds of players and multiple departments. That is not the case here. Loss limits were set on June 19. They were not enforced properly because their loss limit tool does not work in real time, even though they advertise that it does. Please stop making it seem like this is rocket science involving twelve departments within BC.Game.

You wrote that “their refusal to settle and choice to inquire to every department involved indicates [at least for me] that they are seeking transparency instead of burying the case, that they want to know what exactly happened and why and how and when, and perhaps who.” How can you say this sincerely when this complaint has stalled for 70 days, when they have lied about the date my loss limits were set, and when they have failed to even respond to you within the timeframes they themselves promised?

I cannot hide my disappointment. What began with you collecting my UID and story and enthusiastically saying you would nudge your contact to get to the bottom of what happened has now turned into encouraging everyone to be patient, give BC.Game as much time as they need, and for you to only “periodically” nudge them. Perhaps @yahoo62278 was not too far off when he joked that this case, which could honestly be resolved in a single day, would not be resolved until December 2027. Correct me if I am off base, but it appears you have shifted from being the neutral agent with contacts promising to expedite this case to becoming the new voice for BC.Game’s continued delays and stalling.

So again I ask, how do you reconcile their June 26 claim with the overwhelming evidence supporting June 19. And if we come to the reasonable conclusion that their June 26 claim is a blatant lie, then BC.Game has forfeited any presumption of honesty or good faith going forward.