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Author Topic: [RESOLVED] BC-CASINO ERROR. LOOKING FOR SOME SUPPORT.  (Read 2317 times)
ssaCEO
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February 07, 2013, 08:14:03 PM
 #21

Am I crazy or did you say originally in an un-edited post here that Brian had a record of the jackpot??

I'm lost on what you are asking.  I haven't edited any posts other than the subject.   There was no jackpot in my situation.  It was just from autoplaying.  If the total amount of money was still going up, I raised my bet.  If it droped, I dropped (how much depending on how much was lost on the last autoplay).




I also recorded my desktop showing the changing amount in my account.   It goes from .06 to 0 back and forth.     Brian says he is unable to replicate that but it happens to me at two locations with Firefox.

never mind I think I misread something you wrote earlier, about them not having a record of the wins. I'm outta here... g/l  Grin

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heart_mons
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February 07, 2013, 10:37:34 PM
 #22

never mind I think I misread something you wrote earlier, about them not having a record of the wins. I'm outta here... g/l  Grin

Well, thanks for wishing me good luck.  I went and looked at how the last issue was handled and I guess I had on rose colored glasses.   No one responded on the forums during that issue (my bonus round wasn't working) and email communication was kind of rough.  I've detailed the experience below and now I'm thinking they will drag on forever in resolving the issue.  I'm also concerned that Brian can not see that I played the game I won on, nor did they receive the email where I asked for help on this problem, nor can he replicate the alternating credit balance I experience when I login on the webpage.  Honestly, I forgot how laughable some of the conversation was back in November.

--------------------------
I sent out a support ticket on November 8th
They responded same day and said it takes 48 hours to analyze server logs.  (That's nice because now they can see everything in seconds and say I wasn't playing)
++++
I think they were hoping I would give up because I never heard back until I sent them a message again on November 15th.  Their response was, "I just checked our database
of open tickets to the software provider and it's still pending.  I've asked again for a fast response on this matter. I'll update you as soon as possible.
Sorry for the inconvenience this has caused you."
++++
November 16th They said, "We have checked the log files and the game bonus round should be playing just well now. Please start the game and finish your open bonus round."
(Which confused me because I couldn't figure out how I could just open up the slot game and have a bonus round start without me doing anything.  I emailed them back the same day, expressed my confusion
and let them know that no bonus game popped up.)
++++
They replied on the 17th, "We have forwarded your question back to the software provider. So far we know both system, the flash and download version are able to resume lost and unfinished game session. If nothing happen then either something is wrong or they missed something."
++++
On November 19th they get back to me, "Could you be so kind to restart once more XMEN and press on the spin button and see if you are taken to the unfinished bonus round."
(and there were some back and forth emails that pretty much said, "it didn't work" and they would email back, "try again".
++++
On November 20th I thought they wanted to refund me a quarter and I asked if that was the case)
They responded, "No the bonus round in that case is played through and the amount of bonus is then know. This will be the amount refunded.
We unfortunately can check this in our system and need to receive that value from the software provider.
We are awaiting this to be able to credit your account accordingly."
(yeah....I know what you are thinking)
++++
(November 23rd and I have yet to hear back from them so I email to ask)
BC "We didn't forget about it we received the bonus amount today and we are waiting for manager approval to credit your account. You won 250xTotal Bet (0.25) which gives a total of 62.5 credits.
Due to the thanksgiving holiday we could not get the finance approval for it yet. We believe to get confirmation within the next hours."
(A little later that day they did credit my account)
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February 08, 2013, 08:17:57 PM
 #23

I think I'm supposed to hear back from them today....it has been quiet so far.
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February 15, 2013, 03:24:34 PM
 #24

Just updating this for my own sake now.  I've given them everything I could possibly give them to prove I was playing when I got that error (static ip of where I was playing from, time frames of when I was playing, screenshots of my account balance) and I'm pretty much trying to prove to them that I was playing.  If I didn't take screenshots I would have been dismissed long before now I feel.  I understand why they are acting like this but I feel like it is a problem with their casino software that caused the issue and I'm being punished for it.
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February 15, 2013, 04:16:31 PM
 #25

Just updating this for my own sake now.  I've given them everything I could possibly give them to prove I was playing when I got that error (static ip of where I was playing from, time frames of when I was playing, screenshots of my account balance) and I'm pretty much trying to prove to them that I was playing.  If I didn't take screenshots I would have been dismissed long before now I feel.  I understand why they are acting like this but I feel like it is a problem with their casino software that caused the issue and I'm being punished for it.

heart_mons,

Please continue updating this thread with your progress in achieving resolution with your dispute. As the operator of betwithbtc.com, I want to ensure that all sites listed in my directory are safe and fair.  Should you not achieve resolution, I will have to make a decision as to whether I can continue recommending this casino to other players.

A this time I do not maintain a list of fraudulent casinos, but I will start doing that in order to steer players away from problematic sites.

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February 15, 2013, 04:26:29 PM
 #26


We are looking into resolving this issue as quickly as possible. Current investigations shows no records of this game play. We also try to see how the win would possibly be possible. Winning more than 200 BTC from 1 BTC is surely amazing!

Rest all assured that if the winning is confirmed to be legitimate then we will pay.

Brian, can you clarify as to how you could have no record of the gameplay? Did the player go offline without realizing it? Does your software allow a player to continue playing even though there is no connection to the casino?

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February 16, 2013, 03:59:22 AM
 #27

I think what has happened is that this casino software stores plays in RAM and only records it after the session is finished. Some bug occurred, and there was no record.
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February 17, 2013, 11:52:52 PM
 #28

I think what has happened is that this casino software stores plays in RAM and only records it after the session is finished. Some bug occurred, and there was no record.

All gambling software (at least, anything reputable) has audit logs that record player balances and interactions regardless of whether the game state itself is stored in RAM or is stateless in a database. In fact having detailed audit logs is one of the major requirements for licensing in any gaming jurisdiction. Playtech software definitely has such logs, which would prove if the player was online or not and what their balance was from one minute to the next.

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February 19, 2013, 08:44:01 PM
 #29

Just updating.  The last I heard anything was on Thursday, Feburary 14th.   They were asking for the screenshots again.

I received an email yesterday saying they would receive the final report today and update me then.  I have no idea where the final report comes from or what it will entail. 
bccasino
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February 26, 2013, 08:42:46 PM
 #30

Sorry for the lack of answers we had to first make sure we had all information on hand before answering.

- Our software has a full log of all game play with details of symbols or cards etc.
- If the our servers do not register a game play the client will throughout an error
- If the server goes down or the internet connection between the server and the client goes down - game play will be resumed at the exact same point when connection is back on
- In a bonus round you can exit the client and when you restart the game your session will resume from were it stopped.

As heart_mons stated this issue was resolved to the players full satisfaction.

I would like to take the opportunity to reiterate that BC Casino goals is to growth together with bitcoin and we have no intentions in having one single unaddressed or unresolved dispute.

I'm always available for discussion here through PM or through our support address.

Thank you all for posting and sharing your thoughts
Brian

REASONS TO PLAY @ BC-CASINO.com

BEST CASINO SOFTWARE - PLAYER ANONYMITY - SAFE AND SECURE
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February 26, 2013, 11:32:33 PM
 #31

- Our software has a full log of all game play with details of symbols or cards etc.

You told us previously you didn't have any record of the client's games:

We are looking into resolving this issue as quickly as possible. Current investigations shows no records of this game play.

- If the our servers do not register a game play the client will throughout an error

That sentence like totally parse error.

As heart_mons stated this issue was resolved to the players full satisfaction.

Can you clear up for us what happened?  How was a customer able to think he had won thousands of dollars whereas you couldn't find any record of his play?

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silvergoldandbitcoin
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March 01, 2013, 08:28:00 AM
 #32

Remember that most of us run these casinos as a hobby and cannot allocate 100% of our time to it. That doesn't mean we're out to get you :-)

Very true! Although my site is hardly a casino (just has 1 game) I do try to attend to it as much as I can.

www.btcgoldcoin.us

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March 01, 2013, 10:27:00 PM
 #33

Sorry for the lack of answers we had to first make sure we had all information on hand before answering.

- Our software has a full log of all game play with details of symbols or cards etc.
- If the our servers do not register a game play the client will throughout an error
- If the server goes down or the internet connection between the server and the client goes down - game play will be resumed at the exact same point when connection is back on
- In a bonus round you can exit the client and when you restart the game your session will resume from were it stopped.

As heart_mons stated this issue was resolved to the players full satisfaction.

I would like to take the opportunity to reiterate that BC Casino goals is to growth together with bitcoin and we have no intentions in having one single unaddressed or unresolved dispute.

I'm always available for discussion here through PM or through our support address.

Thank you all for posting and sharing your thoughts
Brian

Glad to hear this was resolved.

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