What Happened
A VIP player from Italy says more than 200,000 euros of play on the crash-style game Aviamasters earned no rakeback or VIP progress at BC.Game, leaving about 4,627 BCD locked. According to the player, nothing on the game page said it was excluded, and a support agent first admitted a tracking error. BC.Game said the game simply does not count toward unlocking deposit rakeback under its rules, and declined to share its historic settings. The player accepted a 500 BCD goodwill bonus to end the dispute.
How It Developed
- 2026-08-14Complaint opened. The mediator asked for the rakeback terms, when the player noticed the missing credits, and whether they had asked support before continuing to play.
- 2026-08-24BC.Game replied that the locked BCD is a promotional balance, not cash, that Aviamasters does not count toward unlocking it, and that a 140 BCD reload bonus had already been given as goodwill.
- 2026-09-15The resolver asked BC.Game for the game's contribution settings during the play period and an account-level calculation, and said the 140 BCD did not look like a final settlement.
- 2026-09-21BC.Game said it would not hand over the historic configuration, even privately, and offered an extra 500 BCD with 1x wagering as a full and final settlement.
- 2026-10-05The player refused twice and asked for a manual recalculation; the resolver warned the casino the case could close as unresolved without evidence. BC.Game called the offer its last word.
- 2026-10-13The player accepted, confirmed the 500 BCD arrived, and the resolver closed the case as resolved the next day.
Resolved
Resolved in part — the player took a 500 BCD settlement bonus with 1x wagering, far below the 4,627 BCD they said they were owed.
What Helped
Only partly. The resolver pressed BC.Game for its historic game settings and would not treat the first small bonus as a settlement, which produced a better offer. But the casino never showed how it worked out the player's rewards, so the main question stayed unanswered. Check a game's wagering contribution with the casino's own tool before building volume on it.