Introducing BC.Game Support Team: Building Trust and Transparency

[earlypaco]

earlypaco's case has been resolved and we've just responded to their thread:

After further investigation on the recent issue regarding the deposit bonus you availed of at BC.Game and the subsequent confusion arising from the terms and conditions (ToS), we acknowledge that there was an issue with the clarity and timely update of the bonus terms, which resulted in misunderstandings and discrepancies for several players, including yourself.

The evolving nature of these terms may have caused frustration and a sense of being misled, for which we sincerely apologize. Regarding your specific case, we respect the decision made by the independent arbitrator: Casino.Guru. It appears that the user participated in our 100% deposit bonus, where we did not clearly state that the maximum amount that could be withdrawn from the bonus was $100.

We understand the importance of fair play and the need for transparent and clearly communicated terms for all our users. In line with the independent ruling and our commitment to fairness, BC.Game acknowledges the validity of your winnings stemming from the deposit bonus. $7,111 has been compensated to your BC.Game account in BCD, and you can swap this BCD to any coin of your choice Here. The funds are all yours, and you can withdraw them straight away if you wish. I assure you that your feedback and experience are pivotal to us. We are actively revisiting and updating our bonus terms to ensure they are comprehensive, transparent, and easily accessible to all our users.

Please reach out if you have any further concerns or queries, and once again, we apologize for the lack of clarity in our ToS.

Dear BC. Game
Thank you for your prompt reponse. The amount in dispute is 0.2677985 BTC.
"5.The excess 0.2677985 BTC was subsequently deducted." Quote from casino rep on CasinoGuru, can be confirmed by checking the play history.
 
61 days ago, that would be equivalent to $7111. Please credit my account 0.26 BTC or its equivalent in BCD. All my deposits were made in BTC.

[Vainica]

I would appreciate help with my issue.  

I have emailed support multiple times  (all ignored)

Told my VIP host  (ignored)

Messaged the BC.GAME account here on bitcointalk (ignored)

Messaged CEO on Telegram  (mostly ignored, then passed off to support and ignored again)

That seems to be the intentional plan, maybe just hoping I go away.  

UID 2976716

I have not posted a scam accusation as I don't believe it was a scam, but rather a mistake.  

Please reach out, I have tried every way possible

[BC.Game Support]

We understand the importance of fair play and the need for transparent and clearly communicated terms for all our
Dear BC. Game
Thank you for your prompt reponse. The amount in dispute is 0.2677985 BTC.
"5.The excess 0.2677985 BTC was subsequently deducted." Quote from casino rep on CasinoGuru, can be confirmed by checking the play history.
 
61 days ago, that would be equivalent to $7111. Please credit my account 0.26 BTC or its equivalent in BCD. All my deposits were made in BTC.

Hey there,

The amount has already been settled to your BC.Game account's balance.

[Wind_FURY]

Greetings, everyone!

In response to the growing number of unaddressed cases on the forum, we've established this account as a part of BC.Game.

We're genuinely excited to engage in open dialogue, addressing concerns, accusations, and any general questions you may have. Recognizing the paramount importance of trust and transparency, especially in the space we operate in, we look forward to solving every unanswered thread here henceforth. With the creation of this account, our primary focus is to ensure clarity and openness in all matters, particularly those related to user issues. Our newly assembled team will deliver exceptional customer service, promptly address queries, and will strive to foster a supportive community for our users.

We understand the unique dynamics of the Bitcointalk forum and value the insights and concerns of this community. We aim to build trust here through openness and responsiveness to foster a positive user experience. Feel free to share your thoughts, questions, or concerns with us.  We're here to listen, engage, and collaborate in resolving any issues that arise. Together, we can build a constructive and trustworthy relationship, laying the foundation for a vibrant and supportive community.

We eagerly anticipate the discussions and interactions ahead, and we look forward to building a constructive and trustworthy relationship with the Bitcointalk community.

Support Team
BC.GAME

Why were there multiple scam accusations against you, and why are you taking your time in addressing it? Because other casinos respond to them as fast as they possibly could. But the admins behind your casino, it had an impression that you were not going to resolve the issue and explain the situation to the users of the forum.

Plus if you took your time to study those cases, what was "unique" about them that it took you long before making a response to the the people of BitcoinTalk?

[BenCodie]

This is nothing but a PR campaign. It's pretty clear to me what the casino have done and are doing.
- BC.Game have scammed many, many players. Left a lot of them on hold for a very long period of time, and watched to see which ones have complained.
- BC.Game have come here now only to resolve the cases that are public - and denying the larger cases with technicalities.
- Those who have not made a public claim, are probably still left without anything and will probably be left without anything.

After BC.Game pays out all of those who have open claims, including the larger claims, BC.Game should then cease to operate. Shady practices have occurred once, why should anyone trust this brand again?

[BC.Game Support]

This is nothing but a PR campaign. It's pretty clear to me what the casino have done and are doing.
- BC.Game have scammed many, many players. Left a lot of them on hold for a very long period of time, and watched to see which ones have complained.
- BC.Game have come here now only to resolve the cases that are public - and denying the larger cases with technicalities.
- Those who have not made a public claim, are probably still left without anything and will probably be left without anything.

After BC.Game pays out all of those who have open claims, including the larger claims, BC.Game should then cease to operate. Shady practices have occurred once, why should anyone trust this brand again?

Can you point us towards these larger cases with technicalities please, so that we could have a look at them and act accordingly.

Thank You!

[junder]

new representative were in communication with me earlier today, they're in the middle of getting to the bottom of one case. I believe they're publicly promising to get into it in 24 hours. Let's give some time to prove themselves, it can be a good start toward resolution for the currently active cases. I'll give my best to make sure they handle each cases [doesn't mean every resolution has to be in absolute win for each of those complainants], and after that, we'll see what those actions bring to their reputation.

Of course, I will personally observe every development because it is quite interesting to watch.  Bc.game is here with everyone good intentions and of course hopes that this will happen to every casino that has harmed several parties.  On the other hand there is no harm in proving from time to time that the casino is capable but  I don't know if every case that has been resolved needs to be confirmed directly by the user in question and let us know.  For example the GekkeBelg case was finally resolved and that is good news and patterns such as confirmation of each user will further restore public trust.

 Good job BC.Game Support keep updating!!  because that's what we want to see here.

[holydarkness]

Please reach out, I have tried every way possible

You have not.

I was previously suggesting you to create a thread in scam accusations board where you should also present proof to back up your story. I was planning to make sure BC's representative take a look and get into the bottom of your situation if the evidence is enough.

But as you're seemingly reluctant to present the case in scam accusation board, you can at least tell us what your case is, something that can help us and the representative to understand better more than the vague bits of information you provided. Otherwise, I don't think anyone will take this seriously.

[Lida93]

I don't really think there's an issue with BC. game wanting to take a more active role in this community and address some of the problems that have piled up.  It's definitely better than just ignoring all the complaints and allegations thrown their way. 

I don't think it's about an issue or not that's raising concern about this thread from BC.Game, what I understand from their comments as a concern is that what situations can this thread practically solve that the main BC.Game account we all know in the forum couldn't.

There's nothing like reputation in any business, and when a company loses it maybe by an act of incompetence or mistake it is very hard for anything coming from them to make a convincing meaning other than radical actions that the community should be seeing. At this stage I think if we all want to be sincere about all the saga and imbroglios surrounding this matter what the community really want to see and hear is that users have started confirming the resolution of their matters.

[Vainica]

Please reach out, I have tried every way possible

You have not.

I was previously suggesting you to create a thread in scam accusations board where you should also present proof to back up your story. I was planning to make sure BC's representative take a look and get into the bottom of your situation if the evidence is enough.

But as you're seemingly reluctant to present the case in scam accusation board, you can at least tell us what your case is, something that can help us and the representative to understand better more than the vague bits of information you provided. Otherwise, I don't think anyone will take this seriously.

I'm sorry,  I missed your previous post addressed to me. 

I mentioned,  I do not consider this issue a "scam"  but rather a mistake/bad judgement, and I feel the appropriate thing is to give them a chance to review privately and respond, first and foremost.  If there is no resolution to be found,  I will share details and evidence. 

[Agbe]

You seem to be mistaken; our main account will remain as it is and will be used for announcements. This account however, will be used for helping out users with issues and clarifying accusations. We're working on a case-by-case basis to resolve all the issues as we speak.


Also, this is neither a project announcement nor a promotional post. So it is alright to open a new thread, as we deem this newsworthy as per the rules:

There should be no too much talk here and all what we need is to address the issues as soon as possible. If you have used the former thread to make comments that you want to pay the money you scammed from people before then the discussing in that thread would extended to some times but this one that you create a special thread to address the issue meaning that you are well prepare to to pay the people and you don't have to waste your time to engage in too discussion. Just go straight to the Scam Accusation Board and pick some of your scam accused threads and settle the case and closed the accused cases one by one. And that is when we will know that you are here to address those matters if not all what you are saying is just sound.

[BC.Game Support]

You seem to be mistaken; our main account will remain as it is and will be used for announcements. This account however, will be used for helping out users with issues and clarifying accusations. We're working on a case-by-case basis to resolve all the issues as we speak.


Also, this is neither a project announcement nor a promotional post. So it is alright to open a new thread, as we deem this newsworthy as per the rules:

There should be no too much talk here and all what we need is to address the issues as soon as possible. If you have used the former thread to make comments that you want to pay the money you scammed from people before then the discussing in that thread would extended to some times but this one that you create a special thread to address the issue meaning that you are well prepare to to pay the people and you don't have to waste your time to engage in too discussion. Just go straight to the Scam Accusation Board and pick some of your scam accused threads and settle the case and closed the accused cases one by one. And that is when we will know that you are here to address those matters if not all what you are saying is just sound.

The threads in Scam Accusations have already been addressed and resolved, we're investigating a case as we speak and have already resolved 3 pending cases in the past 24hours.

[Wind_FURY]

This is nothing but a PR campaign. It's pretty clear to me what the casino have done and are doing.
- BC.Game have scammed many, many players. Left a lot of them on hold for a very long period of time, and watched to see which ones have complained.
- BC.Game have come here now only to resolve the cases that are public - and denying the larger cases with technicalities.
- Those who have not made a public claim, are probably still left without anything and will probably be left without anything.

After BC.Game pays out all of those who have open claims, including the larger claims, BC.Game should then cease to operate. Shady practices have occurred once, why should anyone trust this brand again?

They should probably resolve all complaints and give those users back their money first, then perhaps they'll earn the community's trust back. But personally I wouldn't trust any casino that are promoted in the forum unless there's a campaign manager who would vouch for it.

OP, after resolving all scam-accusations, if there's a respected campaign manager who's willing to run your new campaign, then that might be an indication that you have your reputation as a trusted casino back.

[Plaguedeath]

Happy to see the gamblers already received their deserved winnings, still need to see all the gamblers to confirm the payment, although I believe you will try to resolve every cases against you.

I'm not really trust with the newbie accounts except @GekkeBelg which definitely not the fake one, I guess this is the first time about silence while there are still many unresolved cases? my advice is don't try to repeat this problem in the future, it will make people automatically thought about pending withdrawal when they hear Bc.game.

[Agbe]

The threads in Scam Accusations have already been addressed and resolved, we're investigating a case as we speak and have already resolved 3 pending cases in the past 24hours.

That is nice to hear, I want you to resolve those cases in the forum fast so you can regain your trust gradually though user will still doubt but it is a gradual process.  BC.Game used to be a good casino which I have also made some recommendations for gamblers to play and have fun with so when I saw the accusations and the flag, I was disappointed. Well try your best and settle all the case and bounce back as a good casino that we all know. Accusation must come but your responses to them also means a lot. Well done for your effort to settle back your customers.

[babygun]

This is nothing but a PR campaign. It's pretty clear to me what the casino have done and are doing.
- BC.Game have scammed many, many players. Left a lot of them on hold for a very long period of time, and watched to see which ones have complained.
- BC.Game have come here now only to resolve the cases that are public - and denying the larger cases with technicalities.
- Those who have not made a public claim, are probably still left without anything and will probably be left without anything.

After BC.Game pays out all of those who have open claims, including the larger claims, BC.Game should then cease to operate. Shady practices have occurred once, why should anyone trust this brand again?

I don't really agree. Yes, it took too long to solve all the cases but they are taking the good steps in resolving them all. We don't know the reason why it took so long but the important thing is that they are taking actions right now. If everything gets solved, they deserve a second chance and I don't see any reason why they would need to cease to exist.

[cafter]

Good to see, you are helping users with their problems and solving them.

The threads in Scam Accusations have already been addressed and resolved, we're investigating a case as we speak and have already resolved 3 pending cases in the past 24hours.

Great to see you are resolving users problems I seen in scam accusation board you are doing well, hope every user get their issues resolved.

[Coin_trader]

This is nothing but a PR campaign. It's pretty clear to me what the casino have done and are doing.
- BC.Game have scammed many, many players. Left a lot of them on hold for a very long period of time, and watched to see which ones have complained.
- BC.Game have come here now only to resolve the cases that are public - and denying the larger cases with technicalities.
- Those who have not made a public claim, are probably still left without anything and will probably be left without anything.

After BC.Game pays out all of those who have open claims, including the larger claims, BC.Game should then cease to operate. Shady practices have occurred once, why should anyone trust this brand again?

I don't really agree. Yes, it took too long to solve all the cases but they are taking the good steps in resolving them all. We don't know the reason why it took so long but the important thing is that they are taking actions right now. If everything gets solved, they deserve a second chance and I don't see any reason why they would need to cease to exist.

@Bencodie stated the answer to your question. BC.game is using this resolved issue as PR or else why they need to make the procedure longer while the case easily resolved when the new support step in.

Although this just a PR, It’s still a hood gesture for BC.game to consider the forum a valuable place to honor valid concern from forum member. It’s better than running away to all the problem. This action makes me trust more Bc.game because they value us forum member.


I’m already removing my support to the flag that created against you. Wish you a good run in the forum bc.game.

[BC.Game Support]

@Bencodie stated the answer to your question. BC.game is using this resolved issue as PR or else why they need to make the procedure longer while the case easily resolved when the new support step in.

Although this just a PR, It’s still a hood gesture for BC.game to consider the forum a valuable place to honor valid concern from forum member. It’s better than running away to all the problem. This action makes me trust more Bc.game because they value us forum member.

Prior to the creation of this account, catering to the cases on the forum was a tough task for the support representatives, as the main account was handled by the off-site reputation team. The creation of this account has helped us handle these cases more efficiently and more systematically. We've been able to get to the bottom of each case faster than ever before, and this account will always be open to listening to user issues and complaints henceforth.

[un_rank]

I had my reservations about this process when I first commented on this thread, but 24 hours later I will say I have been impressed by how much effort has been made. I will wait to ensure that each user can in fact convert BCD into any crypto of their choice and then withdraw that.

We've been able to get to the bottom of each case faster than ever before, and this account will always be open to listening to user issues and complaints henceforth.

Out of curiosity, do you have a way to check for other customer complaints outside the forum and is there an effort being made to fix those too?

- Jay -