To the BC.GAME Legal & Compliance Team,
I am writing to formally escalate a dispute concerning a VIP Prime Mission APP-exclusive bonus that I redeemed, following extensive and unsuccessful engagement with live support.
Summary of facts
I redeemed a VIP Prime Mission / Check-in bonus of 400 BCD, advertised in the APP as:
“Bonus Money can be directly used for betting; if you want to withdraw it, you need to meet the 40× turnover requirement.”
I completed the 40× wagering requirement.
I did not attempt any withdrawal.
Following rollover completion, my balance was reduced to 400 BCD only, and all additional winnings generated during wagering were voided.
After repeated requests for clarification, support ultimately confirmed that:
“The maximum amount you could receive in the bonus is 400 BCD.”
This represents a maximum win / payout cap.
Core issue
At no point was a maximum win limit disclosed in:
The VIP Prime Mission APP description
The Check-in / Task Reward explanation
The rollover details shown to me
Any bonus-specific UI at the point of participation
A maximum win cap is a material condition, particularly for a VIP/SVIP promotion. Introducing or enforcing such a cap after wagering has been completed, without prior disclosure, constitutes misleading bonus representation.
Support has been unable to:
Identify a specific clause where this cap is disclosed in the VIP Prime Mission terms, or
Reconcile the cap with the APP language stating funds are usable for betting and restricted only upon withdrawal.
Requested resolution
I respectfully request that legal/compliance review this matter and provide one of the following:
Restoration of the voided winnings, or
A written legal justification citing the exact, pre-disclosed clause that authorizes a maximum win cap for this specific VIP Prime Mission bonus.
Absent such disclosure, I will continue to pursue resolution via Casino Guru, where the matter is already documented.
I am copying this escalation in good faith to allow BC.GAME the opportunity to resolve a disclosure issue that appears systemic and contradictory to the VIP promotional material.
I look forward to your response.
Regards,
Emmanuel Rigopoulos
BC.GAME User ID: 50448045-A4A3