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While playing the house coin flip game, I wagered and chose heads but lost the round despite the winning result being heads. I have included the video recording of this bet which clearly shows this. I also have attached a screen shot of the "provably fair" verification showing heads as well as the conversation with multiple support representatives who told me, despite there being a screen recording, that I chose tails and lost. They said there is no problem with the game. I don’t know how many times it has happened before I caught it but I suspect a lot since it continues to happen. I report it and get told I’m wrong.

Hello TheTiminator82,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you playing in this casino? Did this issue ever occur in the past? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I have been playing on this site since January, 2021.

I have raised concerns about this particular house game possibly having a bug around the time the site was completely updated in October, 2022. There would be multiple times over multiple sessions where the house would win 15-20 times in a row on the first flip which did not seem right in a game with such a low house edge and a 50/50 chance of winning. However, I was advised to just verify my bets.

I noticed the day I made the screen recording that I lost a previous round despite choosing the option that was verified so I started recording my gameplay to make sure I was not confused and to be able to show the site’s support in case it happened again. It has happened several more times since then but has been dismissed by support.

I most recently contacted the casino last week due to having issues withdrawing my winnings from the site due to various random errors which only began, again, when the site was updated in October, 2022. I have since been advised that this issue has been resolved but I have not tried to withdraw since then as I have not kept enough winnings to meet the minimum withdrawal amount since my previous withdraw attempts.

I have over 2 million bets at this site so I, of course, cannot go back and verify each bet. Despite the small amounts lost on bets that I should’ve won per their own verification tool, these can add up especially if it is happening to others. I do not feel the site owners are intentionally cheating or rigging the system but there’s obviously a bug that they are refusing to acknowledge and fix.

Hello TheTiminator82,

Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

We had cases in the past where players complained about same issues but you have to understand that with a 50:50 chance, it is still possible to lose even 100 times in a row.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Hi. I am not so much concerned with the RTP and the win loss ratio as I am the fact that I chose heads and the verified result was heads but I still lost. I submitted a screen recording showing the selection I made, the outcome, and how I lost. The support team at the site still told me I chose tails which I clearly did not.

As I mentioned before, I do not think the casino is intentionally doing anything wrong other than refusing to acknowledge and fix a game bug. The only resolution I am seeking from this complaint is for the site to fix the game so that it works properly in the future.

Hello TheTiminator82,

I can also understand the casino's point of view on the case as it is not entirely clear for me either what the video shows - it is not visible what did you bet and what was the final result. Maybe if you could also provide the betting history from the exact same time as the video was made we could move forward in the case but so far, the provided evidence is very little to even get in touch with the casino as they could claim basically anything as we have nothing to argue with.

Dear TheTiminator82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.