What Happened
A player from Thailand says BC.Game filed the slot Poker Win under player-versus-player games, so more than $4,000 they wagered on it in one day counted as nothing toward rakeback and the daily and weekly bonuses. According to the player, the casino admitted the mistake but only offered 20 free spins. The player wanted the missing rewards paid out. The mediator did not take it further.
How It Developed
- 2026-08-03Complaint opened asking for the lost rakeback and bonus rewards.
- 2026-08-05The mediator asked for the rakeback terms and the support chats; the player uploaded them the same day.
- 2026-08-12The mediator asked whether the player had used the free spins, and about a brother who also holds an account. The player said the spins were used and the brother lives elsewhere with his own phone.
- 2026-08-19The mediator found BC.Game had added the game to the rakeback list after the report, but that the player had agreed to the free spins and used them, which settled the matter. The complaint was not upheld.
Rejected
BC.Game had admitted the game was misfiled, but the player accepted and used the 20 free spins, so the mediator saw the matter as settled.
What Has (and Hasn't) Helped
Nothing, and the lesson is in the timing. Once you accept and use a goodwill offer, the mediator treats the dispute as settled. If an offer feels too small, say so and keep negotiating before you redeem it.