Code:
var hitRef, standRef, doubleRef, splitRef;
var createDialog = function() {
var dialog = $('
var createDialog = function() {
var dialog = $('
', {
id: 'safety-dialog',
'class': 'dialog',
style: 'left: 50%; margin-left: -223px; z-index: 1002; position: fixed; top: 50%; margin-top: -138px; display: none;'
});
var dCloseButton = $('
id: 'safety-dialog',
'class': 'dialog',
style: 'left: 50%; margin-left: -223px; z-index: 1002; position: fixed; top: 50%; margin-top: -138px; display: none;'
});
var dCloseButton = $('
', { 'class': 'close_button' });
dialog.append(dCloseButton);
var dHeader = $('
dialog.append(dCloseButton);
var dHeader = $('
');
var dhIcon = $('
Thank you so much for the kind words!
We had to remove the chat because without someone to monitor it 24/7 we had people posting links to Bitcoin stealing malware.
As much as we enjoyed the chat ourselves, keeping our players safe is our top priority.
We'd love to hear any additional suggestions you may have to make our brand better known.
Just van any link posted in chat? That should prevent any malware being spread.
Thank you so much for the kind words!
We had to remove the chat because without someone to monitor it 24/7 we had people posting links to Bitcoin stealing malware.
As much as we enjoyed the chat ourselves, keeping our players safe is our top priority.
We'd love to hear any additional suggestions you may have to make our brand better known.
i would say Ethereum would be the logic one.. so many people and so much money in ETH
Hi housecloud,
The progressive jackpot is offered on all games and is paid out instantly when won. Unlike many other Bitcoin casinos we do not have withdrawal limits as when you win funds they're yours, so you can do with them as you please!
i know you have zcash and dash video casino. what coin is going to be next?
Hi housecloud,
The progressive jackpot is offered on all games and is paid out instantly when won. Unlike many other Bitcoin casinos we do not have withdrawal limits as when you win funds they're yours, so you can do with them as you please!
Hi btcuser77,
We don't seem to have received any emails from you - could you doublecheck that you emailed [email protected]?
I've just checked your account and can see that you have one 'double-spend' transaction unconfirmed in your deposits list. It seems that you utilised RBF to resend the transaction with a higher fee but due to our zero-confirmation model this is viewed as a double-spend by our anti double-spend system.
We'll get the double-spend transaction removed from your account history and you will then be able to withdraw, however please note that this issue will occur again if RBF is used. Please be sure to add an adequate transaction fee when depositing to your account.
Cheers!
Hi chris6,
The vast majority of deposits to Bitcoin Video Casino are credited instantly, however sometimes our system requires one confirmation for transactions that are marked as high risk for double spends. At times when the Bitcoin network is 'running slow' or is somewhat congested, this can unfortunately take some time. The double spend risk is nothing you need to be concerned about yourself, it's just a technical issue with how some Bitcoin transactions are sent.
You can usually get around this by ensuring that an appropriate fee is added to the transaction prior to sending (this is very important) and also checking that there are no unconfirmed transactions involving the BTC you're sending to your Bitcoin Video Casino deposit address. An excellent resource for determining the appropriate transaction fee at any given time is https://bitcoinfees.21.co and in instances where a delay occurs, once your deposit has one confirmation it will be credited to your account.
Cheers, and sorry for the delay!
Hi jasonbourne12,
No funds were sent as you were not due a refund. The logs show clearly that you 'Hit' four times, and went bust as a result - unfortunately we cannot base our decisions off screenshots, they must be based on our game logs.
Furthermore, the fact that you're now asking for a refund again after having stated via email that we do not owe you anything, and that crediting you would send a message that you would be rewarded for throwing a temper tantrum - your phrasing, not ours - is rather bizarre.
As mentioned previously we have been criticised here in our thread quite publicly, and as such it is very important that our response to that criticism is also public in order to ensure that we provide a sufficient response to criticism which can affect our site and our livelihoods. We would be doing ourselves and our site a great disservice if we did anything less. Our responses above to the entirely unwarranted criticism and resulting debacle where you refused to read those responses will remain.
I'm not sure exactly what you're referring to when as regards "justification" for anything, but I believe we acted reasonably at all times and I also think that is shown quite clearly here.
Cheers!
Hi jasonbourne212,
I've just gotten to and responded to your most recent email.
As mentioned in that email, it is very important to us that all users can see both sides of the issue when it has been taken public. You took umbrage at our response time and at responses you received (as is your absolute right) and you wished to address these issues publicly rather than privately (again, as is your absolute right) and our responses to those issues have been laid out so that other users can see all sides. We are all very reasonable people here, and Bitcoin Video Casino puts the food on our tables and the roofs over our heads so we will always fully address any criticism or issues with BVC and our handling of things when BVC or how we handle things are publicly criticised.
We greatly appreciate your vote of confidence in trusting our site and are glad that we can provide a venue you enjoy playing at. No worries at all about your frustration, and we've been glad to address your concerns about the legitimacy of our site in a thorough manner.
We would never ask a user to remove any post - whether positive or negative - so you certainly shouldn't feel in any way obliged to delete your post above.
Cheers!
I just noticed this..... I know you didnt ask me to remove my post, I actually asked you to remove it. However if you do not want to, no problem....
Just to "clarify" as you put it, This was my question which I apparently said 3 days, and you corrected me.... But I"m sure you have provided the refund by now since it's several weeks later, correct?
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
Quote
According to the logs, he 'Hit' four times, but the screenshot only shows three hits.
^This is what we are currently investigating / discussing internally.
If you did, thats awesome, please post Transaction ID,
If, by some mistake you did not provide the refund, then how about we just delete these posts???
I'm telling you to delete the posts because its bothering me that there is ANY justification.... Because there's not, I was wrong in the way I handled the situation, as were you....
The only difference is, I admitted it....
Hi jasonbourne212,
I've just gotten to and responded to your most recent email.
As mentioned in that email, it is very important to us that all users can see both sides of the issue when it has been taken public. You took umbrage at our response time and at responses you received (as is your absolute right) and you wished to address these issues publicly rather than privately (again, as is your absolute right) and our responses to those issues have been laid out so that other users can see all sides. We are all very reasonable people here, and Bitcoin Video Casino puts the food on our tables and the roofs over our heads so we will always fully address any criticism or issues with BVC and our handling of things when BVC or how we handle things are publicly criticised.
We greatly appreciate your vote of confidence in trusting our site and are glad that we can provide a venue you enjoy playing at. No worries at all about your frustration, and we've been glad to address your concerns about the legitimacy of our site in a thorough manner.
We would never ask a user to remove any post - whether positive or negative - so you certainly shouldn't feel in any way obliged to delete your post above.
Cheers!
You have been asking questions about why you didn't receive a response in a timeframe which you felt was fitting. That is a different question to the one you are asking now, and the answer to that question has been fleshed out above.
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
^This is what we are currently investigating / discussing internally.
To answer the question you are asking now on whether or not you have been credited for that one hand of blackjack that was emailed to us (yesterday at 06:13 [GMT+1], not 3 days ago), no, you have not. We're in the process of tracking down any potential issue and resolving it, and you will be credited for anything you might be due when the final outcome is established. This has already been mentioned to you both via email and in the posts above.
The timestamp on the screenshot you provided is 20170510-210503 (10/05/2017 @ 21:05:03); this suggests that it may have been taken almost a month ago (though that is not necessarily the case). If that is the case and you have further blackjack hands you feel may have resulted in errors please forward them to us via email so you can be refunded for them once everything has been examined and resolved.
Cheers!
Hi jasonbourne212,
I have also just responded to your most recent email, but I did provide a very clear, direct answer your question above - if you don't fancy reading it thoroughly please feel free to read the sections in bold below, however doing so may cause you to take those snippets out of context which is why further text was given in order to provide such context:
The information below is written for you, and though you may not wish to read it I am writing it as it provides a clear timeframe and clears everything up for anyone else who may be reading this:
You did not receive a response within 5 minutes of posting on the forum - you made your (now deleted) post on 04/06/2017 @ 08:02 (GMT +1) and received the first response from me about your issue via email on 04/06/2017 @ 14:35. This response was 6hrs, 33mins after you posted on this forum, not 5 minutes - and a total of 10hrs 24mins after first reporting your issue via email, not 12 hours.
Just to put all of this into context you reported your issue on 04/06/2017 @ 06:11 (GMT+1). You then sent three further emails - one on 04/06/2017 @ 06:13, one on 04/06/2017 @06:21 (both of these with more information), and a final one asking for the funds to be sent to a certain deposit address on 04/06/2017 @ 07:29.
You then made your post on the forum on 04/06/2017 @ 08:02.
6 hours, 31 minutes after that post, at 04/06/2017 @ 14:33, you then sent an email responding to another member of the team and asked if we had gotten your emails, and 2 minutes later at 04/06/2017 @ 14:35 you received the following response noting that we received your emails and you would be advised of the outcome via email and here as you had both emailed and posted about it:
You then sent a number of emails in response to that at 04/06/2017 @ 14:36, @ 14:43 and @ 14:55 regarding your self-stated 'stubborn nature and immaturity', while also advising that you were going to take your forum post down and that the site seemed slow lately.
You then emailed at 04/06/2017 @ 17:29 (2hrs 56mins after my last response advising you that you would be told the outcome once I was done checking everything out) asking simply "really, ??", and then went on something of a tirade here about not getting a response despite being advised that you would get a response about the issue when the outcome had been determined.
So as I explained to you in my initial email which you seemed to take umbrage at:
You seemed to misinterpret that as an "excuse" concerning family / my private life whereby 'situational' actually also entails a period of sleep due to the situation of us being in different timezones.
As you may be more interested in a TL;DR:
To cut it all short the timeframes that you mentioned were incorrect - you reported your issue at 04/06/2017 @ 06:11 (GMT+1) and received a response about it at 04/06/2017 @ 14:35 (10 hours, 24 minutes after reporting the issue which, although an unusually long time-frame for our support responses, is a reasonable timeframe allowing for members of the team to be able to sleep due to situational / timezone differences between them and you, and allowing them take care of other emails which came in before yours before getting to yours in the list and responding to it).
Cheers!
Hi jasonbourne212,
If you do not wish to read the response due to its length that's absolutely fine, however it is that long precisely in order to address your questions. Regarding your statement of "There's no excuse", I invite you to read my response above - nowhere was it stated that an excuse was being made, in fact it is explicitly stated in that response that what you were told was an explanation in order to ensure you were as well informed as possible.
Yes, the short timeframe in which there was a lack of response was due to the reasons outlined in my previous post, my response above, and also in an email that you received. I mentioned that I was reviewing the emails and would let you know the outcome once I was done checking everything out, further advising that I would respond to you here on bitcointalk also. As you can see by my own words above there was no specific time-frame attached to this as there was other site business to take care of simultaneously - it was specifically stated that you would be advised of the outcome once things had been checked out, not within 12 hours, 6 hours, 2 hours, etc. Had I mentioned something along the lines of "Certainly, I'll get back to you in 2 hours with an answer" your outrage over waiting a longer period of time would absolutely be justified, but in this instance it was not intimated that you would receive a response with the resulting outcome within X amount of hours.
I mentioned that you would receive a response via both email and the forum, not simply a response on the forum because you had posted here.
I did also mention in my last post that we check this forum and emails periodically and usually respond to whichever one we open first (95% of the time this is emails). Given that you emailed and posted on the forum, my own policy (which may differ from other members of the BVC team) is to write a response to both email and forum post and send/post them together so as to ensure that conversations don't become disjointed and everything brought up is covered.
If you demand a certain answer from someone you are not asking for the facts of the matter at hand, rather you are demanding an answer that fits your own narrative and demanding that the facts are not explained at all - this is not conducive to establishing a full understanding of any situation, and I cannot explain the facts of the situation in relation to email responses any more clearly that I have done already both here and via email. If there is still any misunderstanding about anything that was posted I'll be more than happy to explain any of it in any level of detail if you would be kind enough to read the responses to the questions that you ask.
We remain at your service on Bitcoin Video Casino for any issues or concerns you may have, but we ask only for a little patience while an issue that you reported is checked out properly and thoroughly so as we can refund you if necessary - I don't think that is an unreasonable position to take, and indeed you seemed to note yourself that it was not unreasonable by the tone of your email responses.
Cheers.
Hi jasonbourne212,
To answer your specific question, as requested, we respond to all emails. When looking into something we may wait until the issue is resolved to answer further emails about that exact same situation, but generally speaking our support responses are very quick indeed.
You're aware that we respond to all of your emails when we see them (unless we're investigating something and you send us further emails about that same issue despite knowing that we're looking into it) and there was no 'excuse' trotted out at all - as you wished to take this public as is your right, and we are happy to engage with you here as well as privately, in order to defend ourselves and give others reading this an idea of what you're talking about I mentioned the following to you [which you call the "Family excuse"] which, in all honesty, I think was a reasonable explanation of the situation for you to receive:
There is no need to try force us to do anything. We're very happy to engage with you in any forum of your choosing, whether public or private, with complete transparency.
As privacy is of the utmost importance to us we won't quote your response or any of your other emails unless you give the go-ahead to do so. 'Family' was not an excuse of any sort, it was mentioned along with the word 'situational' in order to further your understanding of what offline obligations entailed so as you would not receive a simple explanation of "offline obligations, whatever those might be" for delays of a few hours in answering your emails. Situational also entails sleeping depending on timezone, and other offline commitments which may prevent a response for a number of hours. That being said our team is spread across the globe so there is usually at least one person manning the support email address 24 hours a day. Furthermore, any and all issues are always taken care of in a fair manner at the end of the day - nobody is ever left without a solution to their problem, and any actions we take in relation to any issues, purported, actual or otherwise are always explained to the player.
We check emails and this forum periodically for support request and thread posts; we usually answer whichever one we open first (this is emails 95% of the time). You have mentioned most recently that you do not want a refund and that you wish for a response here instead, so in order to ensure transparency I am also posting here the response I just sent you via email:
Cheers, and I'm sorry that you feel you haven't received an appropriate level of support - we do not wish any of our players to feel that way, and we do our utmost to provide a responsive level of fair support to all of our players at all times. It's very important to us that our players know they can count on us to investigate any issues they might have, and although user patience can sometimes grow thin when waiting on a solid answer the reason that certain things take time is because there is a lot of data to work through, and there are other support requests open at the same time, as well as other site and offline obligations - although site obligations take up the vast, vast majority of all BVC staff's time, and we wouldn't have it any other way!)
Please feel free to respond wherever you're most comfortable, and as always there are certainly no hard feelings at all. We understand your frustration and would like to ease it in the manner you're most comfortable with. You know that you will never receive a hostile response from us, and this situation is certainly something we would like to resolve appropriately.
Thanks, and we look forward to resolving this to our mutual satisfaction (with a full reason for any decision, as always).
var dhIcon = $('
', { style: 'float: left;' });
var dhiImg = $('![]()
', { src: '/static/images/logo_48.png', alt: 'Bitcoin video casino log' });
dhIcon.append(dhiImg);
var dhTitle = $('
var dhiImg = $('
dhIcon.append(dhiImg);
var dhTitle = $('
', { 'class': 'title', innerHTML: 'Alert' });
var dhClear = $('
var dhClear = $('
', { style: 'clear: both;' });
dHeader.append(dhIcon);
dHeader.append(dhTitle);
dHeader.append(dhClear);
dialog.append(dHeader);
var dBody = $('
dHeader.append(dhIcon);
dHeader.append(dhTitle);
dHeader.append(dhClear);
dialog.append(dHeader);
var dBody = $('
');
var dbMessage = $('
That said, it's a really bad idea to run random code from strangers that you don't understand.
var dbMessage = $('
', { id: 'safety-dialog-message' });
dBody.append(dbMessage);
dialog.append(dBody);
var dButtonContainer = $('
', { style: 'float: right;' });
var dbcCancel = $('', { type: 'button', id: 'safety-dialog-cancel', value: 'Cancel' });
var dbcProceed = $('', { type: 'button', id: 'safety-dialog-proceed', value: 'Proceed', style: 'margin-left: 10px' });
dButtonContainer.append(dbcCancel);
dButtonContainer.append(dbcProceed);
dialog.append(dButtonContainer);
dialog.hide();
$('body').append(dialog);
}
var getScores = function(action) {
var hand = 0;
var cards = null;
for(var i = 0; i < game_system.player_hands.length; i++) {
if(game_system.player_hands[i].find('.hand_dimmer .dimmed').length == 0) cards = game_system.get_hand(game_system.player_hands[i]);
}
playerScore = Blackjack.score_hand(cards)[0];
var dealerCards = game_system.get_hand(game_system.dealer_hand).splice(1,1);
dealerScore = Blackjack.score_hand(dealerCards);
action(playerScore, dealerScore);
}
var overrideHit = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore >= 17) {
showDialog('Your hand score is greater than or equal to 17, are you sure you want to hit?', hitRef);
} else hitRef.call(game_system);
});
}
var overrideStand = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore <= 11) {
showDialog('Your hand score is less than or equal to 11, are you sure you want to stand?', standRef);
} else if(playerScore < 17 && dealerScore >= 7) {
showDialog('Your hand score is less than 17, and dealer shows a hand score greater than or equal to 7, are you sure you want to stand?', standRef);
} else standRef.call(game_system);
});
}
var overrideDouble = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore > 11) {
showDialog('Your hand score is greater than 11, are you sure you want to double?', doubleRef);
} else doubleRef.call(game_system);
});
}
var overrideSplit = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore >= 17) {
showDialog('Your hand score is greater than or equal to 17, are you sure you want to split?', splitRef);
} else splitRef.call(game_system);
});
}
var showDialog = function(msg, handler) {
$('#safety-dialog').show();
$('#safety-dialog-message').text(msg);
$('#safety-dialog-proceed').unbind();
$('#safety-dialog-proceed').click(function() { $('#safety-dialog').hide(); handler.call(game_system); });
}
var init = function() {
createDialog();
hitRef = game_system.__proto__.handle_hit;
standRef = game_system.__proto__.handle_stand;
doubleRef = game_system.__proto__.handle_double;
splitRef = game_system.__proto__.handle_split;
game_system.handle_hit = overrideHit;
game_system.handle_stand = overrideStand;
game_system.handle_double = overrideDouble;
game_system.handle_split = overrideSplit;
$('#safety-dialog .close_button').click(function() { $('#safety-dialog').hide(); });
$('#safety-dialog-cancel').click(function() { $('#safety-dialog').hide(); });
}
init();
var dbcCancel = $('', { type: 'button', id: 'safety-dialog-cancel', value: 'Cancel' });
var dbcProceed = $('', { type: 'button', id: 'safety-dialog-proceed', value: 'Proceed', style: 'margin-left: 10px' });
dButtonContainer.append(dbcCancel);
dButtonContainer.append(dbcProceed);
dialog.append(dButtonContainer);
dialog.hide();
$('body').append(dialog);
}
var getScores = function(action) {
var hand = 0;
var cards = null;
for(var i = 0; i < game_system.player_hands.length; i++) {
if(game_system.player_hands[i].find('.hand_dimmer .dimmed').length == 0) cards = game_system.get_hand(game_system.player_hands[i]);
}
playerScore = Blackjack.score_hand(cards)[0];
var dealerCards = game_system.get_hand(game_system.dealer_hand).splice(1,1);
dealerScore = Blackjack.score_hand(dealerCards);
action(playerScore, dealerScore);
}
var overrideHit = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore >= 17) {
showDialog('Your hand score is greater than or equal to 17, are you sure you want to hit?', hitRef);
} else hitRef.call(game_system);
});
}
var overrideStand = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore <= 11) {
showDialog('Your hand score is less than or equal to 11, are you sure you want to stand?', standRef);
} else if(playerScore < 17 && dealerScore >= 7) {
showDialog('Your hand score is less than 17, and dealer shows a hand score greater than or equal to 7, are you sure you want to stand?', standRef);
} else standRef.call(game_system);
});
}
var overrideDouble = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore > 11) {
showDialog('Your hand score is greater than 11, are you sure you want to double?', doubleRef);
} else doubleRef.call(game_system);
});
}
var overrideSplit = function() {
getScores(function(playerScore, dealerScore) {
if(playerScore >= 17) {
showDialog('Your hand score is greater than or equal to 17, are you sure you want to split?', splitRef);
} else splitRef.call(game_system);
});
}
var showDialog = function(msg, handler) {
$('#safety-dialog').show();
$('#safety-dialog-message').text(msg);
$('#safety-dialog-proceed').unbind();
$('#safety-dialog-proceed').click(function() { $('#safety-dialog').hide(); handler.call(game_system); });
}
var init = function() {
createDialog();
hitRef = game_system.__proto__.handle_hit;
standRef = game_system.__proto__.handle_stand;
doubleRef = game_system.__proto__.handle_double;
splitRef = game_system.__proto__.handle_split;
game_system.handle_hit = overrideHit;
game_system.handle_stand = overrideStand;
game_system.handle_double = overrideDouble;
game_system.handle_split = overrideSplit;
$('#safety-dialog .close_button').click(function() { $('#safety-dialog').hide(); });
$('#safety-dialog-cancel').click(function() { $('#safety-dialog').hide(); });
}
init();
That said, it's a really bad idea to run random code from strangers that you don't understand.
August 20, 2017, 03:02:41 PM
Did you guys remove chat to keep it more focused on gambling ? Or other reasons?
Thank you so much for the kind words!
We had to remove the chat because without someone to monitor it 24/7 we had people posting links to Bitcoin stealing malware.
As much as we enjoyed the chat ourselves, keeping our players safe is our top priority.
We'd love to hear any additional suggestions you may have to make our brand better known.
Just van any link posted in chat? That should prevent any malware being spread.
August 20, 2017, 02:58:26 PM
Do you have as well proof of your $2 million progressive jackpots?
Using the domain of the publicly proven SatoshiDice scam, 500+ Bitcoins defrauded and disappeared! does not really speak for you!
Using the domain of the publicly proven SatoshiDice scam, 500+ Bitcoins defrauded and disappeared! does not really speak for you!
August 20, 2017, 01:22:36 PM
Did you guys remove chat to keep it more focused on gambling ? Or other reasons?
Thank you so much for the kind words!
We had to remove the chat because without someone to monitor it 24/7 we had people posting links to Bitcoin stealing malware.
As much as we enjoyed the chat ourselves, keeping our players safe is our top priority.
We'd love to hear any additional suggestions you may have to make our brand better known.
August 20, 2017, 03:07:30 AM
You guys are by far one of the best and most honest and fair casinos ive ever heard or been to online. Your customer service quality surpasses all casinos ive been too and lowest house edge ever. Ive won so much at your casino (and lost a hellah lot due to bad health choiceshaha) and had so much fun, fastest withdraws and deposits, like what really dumbfounds me is how you guys are not more better known? Is it cuz of little affliate workers due to low commission? Or are you guys very well known and i just happened to be late in finding you guys?
I found you guys when i looked up on google online btc craps lol. If i hadnt i dont think id ever of found you guys. But hell I think you guys need more praise! I really appreciate the quality of gambling you guys provide, after experiencing a lot of bullshit with other casino's, I really respect how open you guys are and how you guys arent selfishly saturated in greed and profits. If only all businesses could have the same professionalism as you guys.
Def ideal for serious gambling. Did you guys remove chat to keep it more focused on gambling ? Or other reasons?
I found you guys when i looked up on google online btc craps lol. If i hadnt i dont think id ever of found you guys. But hell I think you guys need more praise! I really appreciate the quality of gambling you guys provide, after experiencing a lot of bullshit with other casino's, I really respect how open you guys are and how you guys arent selfishly saturated in greed and profits. If only all businesses could have the same professionalism as you guys.
Def ideal for serious gambling. Did you guys remove chat to keep it more focused on gambling ? Or other reasons?
August 11, 2017, 04:02:43 AM
i know you have zcash and dash video casino. what coin is going to be next?
Bitcoin Cash will likely be next, but we would love to hear from the users what they would like to see the most.i would say Ethereum would be the logic one.. so many people and so much money in ETH
August 11, 2017, 02:05:25 AM
i know you have zcash and dash video casino. what coin is going to be next?
Bitcoin Cash will likely be next, but we would love to hear from the users what they would like to see the most. August 10, 2017, 08:17:24 PM
is the progressive jackpot paid out all at once if its won? which game is this being offered on?
Hi housecloud,
The progressive jackpot is offered on all games and is paid out instantly when won. Unlike many other Bitcoin casinos we do not have withdrawal limits as when you win funds they're yours, so you can do with them as you please!
i know you have zcash and dash video casino. what coin is going to be next?
August 10, 2017, 08:07:13 PM
is the progressive jackpot paid out all at once if its won? which game is this being offered on?
Hi housecloud,
The progressive jackpot is offered on all games and is paid out instantly when won. Unlike many other Bitcoin casinos we do not have withdrawal limits as when you win funds they're yours, so you can do with them as you please!
August 10, 2017, 08:04:33 PM
I can't withdraw my balance 
- could you please have a look into it? (sent you an email / will send you a pm)
- could you please have a look into it? (sent you an email / will send you a pm)Hi btcuser77,
We don't seem to have received any emails from you - could you doublecheck that you emailed [email protected]?
I've just checked your account and can see that you have one 'double-spend' transaction unconfirmed in your deposits list. It seems that you utilised RBF to resend the transaction with a higher fee but due to our zero-confirmation model this is viewed as a double-spend by our anti double-spend system.
We'll get the double-spend transaction removed from your account history and you will then be able to withdraw, however please note that this issue will occur again if RBF is used. Please be sure to add an adequate transaction fee when depositing to your account.
Cheers!
August 10, 2017, 04:20:59 PM
is the progressive jackpot paid out all at once if its won? which game is this being offered on?
August 10, 2017, 01:48:40 PM
I can't withdraw my balance - could you please have a look into it? (sent you an email / will send you a pm)
- could you please have a look into it? (sent you an email / will send you a pm) July 25, 2017, 02:28:04 AM
Adding funds is fast and easy. Due to our 0 confirmation policy, you can begin playing as soon as the transaction is received -- usually less than 10 seconds!
(Awaiting for confirmation for some or all of your balances, we require 2 confirmations)
What a fucking joke these guys are.
(Awaiting for confirmation for some or all of your balances, we require 2 confirmations)
What a fucking joke these guys are.
Hi chris6,
The vast majority of deposits to Bitcoin Video Casino are credited instantly, however sometimes our system requires one confirmation for transactions that are marked as high risk for double spends. At times when the Bitcoin network is 'running slow' or is somewhat congested, this can unfortunately take some time. The double spend risk is nothing you need to be concerned about yourself, it's just a technical issue with how some Bitcoin transactions are sent.
You can usually get around this by ensuring that an appropriate fee is added to the transaction prior to sending (this is very important) and also checking that there are no unconfirmed transactions involving the BTC you're sending to your Bitcoin Video Casino deposit address. An excellent resource for determining the appropriate transaction fee at any given time is https://bitcoinfees.21.co and in instances where a delay occurs, once your deposit has one confirmation it will be credited to your account.
Cheers, and sorry for the delay!
June 20, 2017, 07:31:00 PM
I just noticed this..... I know you didnt ask me to remove my post, I actually asked you to remove it. However if you do not want to, no problem....
Just to "clarify" as you put it, This was my question which I apparently said 3 days, and you corrected me.... But I"m sure you have provided the refund by now since it's several weeks later, correct?
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
Quote
According to the logs, he 'Hit' four times, but the screenshot only shows three hits.
^This is what we are currently investigating / discussing internally.
If you did, thats awesome, please post Transaction ID,
If, by some mistake you did not provide the refund, then how about we just delete these posts???
I'm telling you to delete the posts because its bothering me that there is ANY justification.... Because there's not, I was wrong in the way I handled the situation, as were you....
The only difference is, I admitted it....
Just to "clarify" as you put it, This was my question which I apparently said 3 days, and you corrected me.... But I"m sure you have provided the refund by now since it's several weeks later, correct?
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
Quote
According to the logs, he 'Hit' four times, but the screenshot only shows three hits.
^This is what we are currently investigating / discussing internally.
If you did, thats awesome, please post Transaction ID,
If, by some mistake you did not provide the refund, then how about we just delete these posts???
I'm telling you to delete the posts because its bothering me that there is ANY justification.... Because there's not, I was wrong in the way I handled the situation, as were you....
The only difference is, I admitted it....
Hi jasonbourne12,
No funds were sent as you were not due a refund. The logs show clearly that you 'Hit' four times, and went bust as a result - unfortunately we cannot base our decisions off screenshots, they must be based on our game logs.
Furthermore, the fact that you're now asking for a refund again after having stated via email that we do not owe you anything, and that crediting you would send a message that you would be rewarded for throwing a temper tantrum - your phrasing, not ours - is rather bizarre.
As mentioned previously we have been criticised here in our thread quite publicly, and as such it is very important that our response to that criticism is also public in order to ensure that we provide a sufficient response to criticism which can affect our site and our livelihoods. We would be doing ourselves and our site a great disservice if we did anything less. Our responses above to the entirely unwarranted criticism and resulting debacle where you refused to read those responses will remain.
I'm not sure exactly what you're referring to when as regards "justification" for anything, but I believe we acted reasonably at all times and I also think that is shown quite clearly here.
Cheers!
June 20, 2017, 07:00:33 PM
I've deleted my posts, I ask you to do the same, there has been way to much time, and effort put into this, and it was started by me, I would like it to end by me.....
Truth be told, I've played at every site on here, and without question, trust/enjoy yours the most....
The nature of the beast in the gambling business (as you must know), is dealing with frustrated players....
Added together, I'm a heavy player on your site + I get frustrated easier than most = An effort to provoke question about the Legitimacy of your site...
Which isn't fair,
Hopefully you can delete your posts, i will surely delete this one and replace it with a positive one, as it should be......
Truth be told, I've played at every site on here, and without question, trust/enjoy yours the most....
The nature of the beast in the gambling business (as you must know), is dealing with frustrated players....
Added together, I'm a heavy player on your site + I get frustrated easier than most = An effort to provoke question about the Legitimacy of your site...
Which isn't fair,
Hopefully you can delete your posts, i will surely delete this one and replace it with a positive one, as it should be......
Hi jasonbourne212,
I've just gotten to and responded to your most recent email.
As mentioned in that email, it is very important to us that all users can see both sides of the issue when it has been taken public. You took umbrage at our response time and at responses you received (as is your absolute right) and you wished to address these issues publicly rather than privately (again, as is your absolute right) and our responses to those issues have been laid out so that other users can see all sides. We are all very reasonable people here, and Bitcoin Video Casino puts the food on our tables and the roofs over our heads so we will always fully address any criticism or issues with BVC and our handling of things when BVC or how we handle things are publicly criticised.
We greatly appreciate your vote of confidence in trusting our site and are glad that we can provide a venue you enjoy playing at. No worries at all about your frustration, and we've been glad to address your concerns about the legitimacy of our site in a thorough manner.
We would never ask a user to remove any post - whether positive or negative - so you certainly shouldn't feel in any way obliged to delete your post above.
Cheers!
I just noticed this..... I know you didnt ask me to remove my post, I actually asked you to remove it. However if you do not want to, no problem....
Just to "clarify" as you put it, This was my question which I apparently said 3 days, and you corrected me.... But I"m sure you have provided the refund by now since it's several weeks later, correct?
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
Quote
According to the logs, he 'Hit' four times, but the screenshot only shows three hits.
^This is what we are currently investigating / discussing internally.
If you did, thats awesome, please post Transaction ID,
If, by some mistake you did not provide the refund, then how about we just delete these posts???
I'm telling you to delete the posts because its bothering me that there is ANY justification.... Because there's not, I was wrong in the way I handled the situation, as were you....
The only difference is, I admitted it....
June 06, 2017, 01:48:55 PM
I've deleted my posts, I ask you to do the same, there has been way to much time, and effort put into this, and it was started by me, I would like it to end by me.....
Truth be told, I've played at every site on here, and without question, trust/enjoy yours the most....
The nature of the beast in the gambling business (as you must know), is dealing with frustrated players....
Added together, I'm a heavy player on your site + I get frustrated easier than most = An effort to provoke question about the Legitimacy of your site...
Which isn't fair,
Hopefully you can delete your posts, i will surely delete this one and replace it with a positive one, as it should be......
Truth be told, I've played at every site on here, and without question, trust/enjoy yours the most....
The nature of the beast in the gambling business (as you must know), is dealing with frustrated players....
Added together, I'm a heavy player on your site + I get frustrated easier than most = An effort to provoke question about the Legitimacy of your site...
Which isn't fair,
Hopefully you can delete your posts, i will surely delete this one and replace it with a positive one, as it should be......
Hi jasonbourne212,
I've just gotten to and responded to your most recent email.
As mentioned in that email, it is very important to us that all users can see both sides of the issue when it has been taken public. You took umbrage at our response time and at responses you received (as is your absolute right) and you wished to address these issues publicly rather than privately (again, as is your absolute right) and our responses to those issues have been laid out so that other users can see all sides. We are all very reasonable people here, and Bitcoin Video Casino puts the food on our tables and the roofs over our heads so we will always fully address any criticism or issues with BVC and our handling of things when BVC or how we handle things are publicly criticised.
We greatly appreciate your vote of confidence in trusting our site and are glad that we can provide a venue you enjoy playing at. No worries at all about your frustration, and we've been glad to address your concerns about the legitimacy of our site in a thorough manner.
We would never ask a user to remove any post - whether positive or negative - so you certainly shouldn't feel in any way obliged to delete your post above.
Cheers!
June 05, 2017, 05:49:59 PM
Well hang on a second there's a reason why I didn't want to read that explanation and it's not because it was too much for me to handle it's because you have a tendency to dodge questions that can be answered in one sentence...
You have been asking questions about why you didn't receive a response in a timeframe which you felt was fitting. That is a different question to the one you are asking now, and the answer to that question has been fleshed out above.
But here, I'm going to make it very simple.... Since I don't know how to upload the video I sent you clearly showing me losing a lot of free games, how about this...
https://postimg.org/image/5jc6t6gad/
That screen shot, of the blackjack hand, with me busting on 21 is obviously a flaw in your app on that one hand.... I don't care how small the bet was, no one would see that and disagree...
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
https://postimg.org/image/5jc6t6gad/
That screen shot, of the blackjack hand, with me busting on 21 is obviously a flaw in your app on that one hand.... I don't care how small the bet was, no one would see that and disagree...
My question is, Did you, or did you not credit that one hand of blackjack that was emailed to you 3 days ago???
Its very simple, either you did, or you didn't....
Absolutely, no one is questioning the screenshot of the blackjack hand showing a flaw but as stated to you via email:
Quote
According to the logs, he 'Hit' four times, but the screenshot only shows three hits.
^This is what we are currently investigating / discussing internally.
To answer the question you are asking now on whether or not you have been credited for that one hand of blackjack that was emailed to us (yesterday at 06:13 [GMT+1], not 3 days ago), no, you have not. We're in the process of tracking down any potential issue and resolving it, and you will be credited for anything you might be due when the final outcome is established. This has already been mentioned to you both via email and in the posts above.
The timestamp on the screenshot you provided is 20170510-210503 (10/05/2017 @ 21:05:03); this suggests that it may have been taken almost a month ago (though that is not necessarily the case). If that is the case and you have further blackjack hands you feel may have resulted in errors please forward them to us via email so you can be refunded for them once everything has been examined and resolved.
Cheers!
June 05, 2017, 05:36:12 PM
Well hang on a second there's a reason why I didn't want to read that explanation and it's not because it was too much for me to handle it's because you have a tendency to dodge questions that can be answered in one sentence...
My question was how come I sent several emails 12 hours later still no response I posted on this forum and then 5 minutes later I got an answer, why?
You absolutely do not need a four page essay to answer that.
My question was how come I sent several emails 12 hours later still no response I posted on this forum and then 5 minutes later I got an answer, why?
You absolutely do not need a four page essay to answer that.
Hi jasonbourne212,
I have also just responded to your most recent email, but I did provide a very clear, direct answer your question above - if you don't fancy reading it thoroughly please feel free to read the sections in bold below, however doing so may cause you to take those snippets out of context which is why further text was given in order to provide such context:
Quote
Yes, the short timeframe in which there was a lack of response was due to the reasons outlined in my previous post, my response above, and also in an email that you received. I mentioned that I was reviewing the emails and would let you know the outcome once I was done checking everything out, further advising that I would respond to you here on bitcointalk also. As you can see by my own words above there was no specific time-frame attached to this as there was other site business to take care of simultaneously - it was specifically stated that you would be advised of the outcome once things had been checked out, not within 12 hours, 6 hours, 2 hours, etc. Had I mentioned something along the lines of "Certainly, I'll get back to you in 2 hours with an answer" your outrage over waiting a longer period of time would absolutely be justified, but in this instance it was not intimated that you would receive a response with the resulting outcome within X amount of hours.
Quote
I mentioned that you would receive a response via both email and the forum, not simply a response on the forum because you had posted here.
I did also mention in my last post that we check this forum and emails periodically and usually respond to whichever one we open first (95% of the time this is emails). Given that you emailed and posted on the forum, my own policy (which may differ from other members of the BVC team) is to write a response to both email and forum post and send/post them together so as to ensure that conversations don't become disjointed and everything brought up is covered.
I did also mention in my last post that we check this forum and emails periodically and usually respond to whichever one we open first (95% of the time this is emails). Given that you emailed and posted on the forum, my own policy (which may differ from other members of the BVC team) is to write a response to both email and forum post and send/post them together so as to ensure that conversations don't become disjointed and everything brought up is covered.
The information below is written for you, and though you may not wish to read it I am writing it as it provides a clear timeframe and clears everything up for anyone else who may be reading this:
You did not receive a response within 5 minutes of posting on the forum - you made your (now deleted) post on 04/06/2017 @ 08:02 (GMT +1) and received the first response from me about your issue via email on 04/06/2017 @ 14:35. This response was 6hrs, 33mins after you posted on this forum, not 5 minutes - and a total of 10hrs 24mins after first reporting your issue via email, not 12 hours.
Just to put all of this into context you reported your issue on 04/06/2017 @ 06:11 (GMT+1). You then sent three further emails - one on 04/06/2017 @ 06:13, one on 04/06/2017 @06:21 (both of these with more information), and a final one asking for the funds to be sent to a certain deposit address on 04/06/2017 @ 07:29.
You then made your post on the forum on 04/06/2017 @ 08:02.
6 hours, 31 minutes after that post, at 04/06/2017 @ 14:33, you then sent an email responding to another member of the team and asked if we had gotten your emails, and 2 minutes later at 04/06/2017 @ 14:35 you received the following response noting that we received your emails and you would be advised of the outcome via email and here as you had both emailed and posted about it:
Quote
We received your emails and I am reviewing them now; I'll let you know the outcome once I'm done checking everything out, and will respond to you over on bitcointalk also.
You then sent a number of emails in response to that at 04/06/2017 @ 14:36, @ 14:43 and @ 14:55 regarding your self-stated 'stubborn nature and immaturity', while also advising that you were going to take your forum post down and that the site seemed slow lately.
You then emailed at 04/06/2017 @ 17:29 (2hrs 56mins after my last response advising you that you would be told the outcome once I was done checking everything out) asking simply "really, ??", and then went on something of a tirade here about not getting a response despite being advised that you would get a response about the issue when the outcome had been determined.
So as I explained to you in my initial email which you seemed to take umbrage at:
Quote
Please understand that we do also have other site obligations, site issues and offline obligations (family, situational, etc.) to take care of simultaneously - we are a very small team here at Bitcoin Video Casino, and as mentioned earlier I will let you know the outcome once I'm done checking everything out. Sufficient time taken to carefully check things out gives the best results, and we don't like to give anything less than our best.
You seemed to misinterpret that as an "excuse" concerning family / my private life whereby 'situational' actually also entails a period of sleep due to the situation of us being in different timezones.
As you may be more interested in a TL;DR:
To cut it all short the timeframes that you mentioned were incorrect - you reported your issue at 04/06/2017 @ 06:11 (GMT+1) and received a response about it at 04/06/2017 @ 14:35 (10 hours, 24 minutes after reporting the issue which, although an unusually long time-frame for our support responses, is a reasonable timeframe allowing for members of the team to be able to sleep due to situational / timezone differences between them and you, and allowing them take care of other emails which came in before yours before getting to yours in the list and responding to it).
Cheers!
June 05, 2017, 04:24:22 PM
I took one look at that response, saw the length of it, but didnt read it, because the answer is, "There's no excuse"...
The only thing I saw was the sentence "We respond to ALL emails...."
The only thing I saw was the sentence "We respond to ALL emails...."
Hi jasonbourne212,
If you do not wish to read the response due to its length that's absolutely fine, however it is that long precisely in order to address your questions. Regarding your statement of "There's no excuse", I invite you to read my response above - nowhere was it stated that an excuse was being made, in fact it is explicitly stated in that response that what you were told was an explanation in order to ensure you were as well informed as possible.
So I guess the best question to ask would be, Can you explain the "No response I received for 12 hours until I posted on this forum, to finally receive this response 5 minutes later...(I'll quote you)
"We received your emails and I am reviewing them now; I'll let you know the outcome once I'm done checking everything out, and will respond to you over on bitcointalk also."
Thats your statement....
"We received your emails and I am reviewing them now; I'll let you know the outcome once I'm done checking everything out, and will respond to you over on bitcointalk also."
Thats your statement....
Yes, the short timeframe in which there was a lack of response was due to the reasons outlined in my previous post, my response above, and also in an email that you received. I mentioned that I was reviewing the emails and would let you know the outcome once I was done checking everything out, further advising that I would respond to you here on bitcointalk also. As you can see by my own words above there was no specific time-frame attached to this as there was other site business to take care of simultaneously - it was specifically stated that you would be advised of the outcome once things had been checked out, not within 12 hours, 6 hours, 2 hours, etc. Had I mentioned something along the lines of "Certainly, I'll get back to you in 2 hours with an answer" your outrage over waiting a longer period of time would absolutely be justified, but in this instance it was not intimated that you would receive a response with the resulting outcome within X amount of hours.
So my question remains the exact same, why did it take email(S), before you replied that you now intend to respond to the forum???
I mentioned that you would receive a response via both email and the forum, not simply a response on the forum because you had posted here.
I did also mention in my last post that we check this forum and emails periodically and usually respond to whichever one we open first (95% of the time this is emails). Given that you emailed and posted on the forum, my own policy (which may differ from other members of the BVC team) is to write a response to both email and forum post and send/post them together so as to ensure that conversations don't become disjointed and everything brought up is covered.
If your answer is ANYTHING but, "Yes, I should have", then I'll be the one not to respond... Only because I see no benefit in trying to prove the very clear inaccuracy, and it would take way more effort than Im willing to put forth....
If you demand a certain answer from someone you are not asking for the facts of the matter at hand, rather you are demanding an answer that fits your own narrative and demanding that the facts are not explained at all - this is not conducive to establishing a full understanding of any situation, and I cannot explain the facts of the situation in relation to email responses any more clearly that I have done already both here and via email. If there is still any misunderstanding about anything that was posted I'll be more than happy to explain any of it in any level of detail if you would be kind enough to read the responses to the questions that you ask.
We remain at your service on Bitcoin Video Casino for any issues or concerns you may have, but we ask only for a little patience while an issue that you reported is checked out properly and thoroughly so as we can refund you if necessary - I don't think that is an unreasonable position to take, and indeed you seemed to note yourself that it was not unreasonable by the tone of your email responses.
Cheers.
June 04, 2017, 11:45:54 PM
To anyone reading that, yes it was me, I play here often, which brings me to my question....
OK, I have a question, and If you could, please try to give an answer to only this specific question alone..... Since you clearly know who this is,
How come the ONLY way for me to get a response from you about when there's a very clear cut issue on your site, such as a video clip (You know), or a screen shot for example like the ones shown below, is it only possible for me to get a response from you, after posting on this fucking forum?
image hosting
I'm not asking for any refund, but being a daily player for 5 years, there will be a few times where YOUR site is the problem (not many, but a couple), it is only possible for me to get a reply, after posting, then deleting a thread on this god damn forum???
To anyone with a delayed withdrawal, or delayed deposit, don't worry that is never an issue, and you'll get a very prompt, good reply,
however, if you happen to ever run into any actual problem, where you lost money because of a problem with their site, (chances are you wont), I would say the best approach is to first post the problem here on this forum with your email address, so you will get a reply, that will ease your mind, but the odds of you getting a refund, are lower than the house's edge in dice....
Due to the fact it has only happened 2 or 3 times in 5 years, I'll continue playing and not worry,
But I have to know why you ignore any emails unless first posted here?? Is there any possible explanation as to why you do that? And I'd rather you not email me the answer, I want to force you to say that it's not true on this forum, so I can re-post the "Family excuse"
Thanks very much
OK, I have a question, and If you could, please try to give an answer to only this specific question alone..... Since you clearly know who this is,
How come the ONLY way for me to get a response from you about when there's a very clear cut issue on your site, such as a video clip (You know), or a screen shot for example like the ones shown below, is it only possible for me to get a response from you, after posting on this fucking forum?
image hosting
I'm not asking for any refund, but being a daily player for 5 years, there will be a few times where YOUR site is the problem (not many, but a couple), it is only possible for me to get a reply, after posting, then deleting a thread on this god damn forum???
To anyone with a delayed withdrawal, or delayed deposit, don't worry that is never an issue, and you'll get a very prompt, good reply,
however, if you happen to ever run into any actual problem, where you lost money because of a problem with their site, (chances are you wont), I would say the best approach is to first post the problem here on this forum with your email address, so you will get a reply, that will ease your mind, but the odds of you getting a refund, are lower than the house's edge in dice....
Due to the fact it has only happened 2 or 3 times in 5 years, I'll continue playing and not worry,
But I have to know why you ignore any emails unless first posted here?? Is there any possible explanation as to why you do that? And I'd rather you not email me the answer, I want to force you to say that it's not true on this forum, so I can re-post the "Family excuse"
Thanks very much
Hi jasonbourne212,
To answer your specific question, as requested, we respond to all emails. When looking into something we may wait until the issue is resolved to answer further emails about that exact same situation, but generally speaking our support responses are very quick indeed.
You're aware that we respond to all of your emails when we see them (unless we're investigating something and you send us further emails about that same issue despite knowing that we're looking into it) and there was no 'excuse' trotted out at all - as you wished to take this public as is your right, and we are happy to engage with you here as well as privately, in order to defend ourselves and give others reading this an idea of what you're talking about I mentioned the following to you [which you call the "Family excuse"] which, in all honesty, I think was a reasonable explanation of the situation for you to receive:
Quote
Please understand that we do also have other site obligations, site issues and offline obligations (family, situational, etc.) to take care of simultaneously - we are a very small team here at Bitcoin Video Casino, and as mentioned earlier I will let you know the outcome once I'm done checking everything out. Sufficient time taken to carefully check things out gives the best results, and we don't like to give anything less than our best.
There is no need to try force us to do anything. We're very happy to engage with you in any forum of your choosing, whether public or private, with complete transparency.
As privacy is of the utmost importance to us we won't quote your response or any of your other emails unless you give the go-ahead to do so. 'Family' was not an excuse of any sort, it was mentioned along with the word 'situational' in order to further your understanding of what offline obligations entailed so as you would not receive a simple explanation of "offline obligations, whatever those might be" for delays of a few hours in answering your emails. Situational also entails sleeping depending on timezone, and other offline commitments which may prevent a response for a number of hours. That being said our team is spread across the globe so there is usually at least one person manning the support email address 24 hours a day. Furthermore, any and all issues are always taken care of in a fair manner at the end of the day - nobody is ever left without a solution to their problem, and any actions we take in relation to any issues, purported, actual or otherwise are always explained to the player.
We check emails and this forum periodically for support request and thread posts; we usually answer whichever one we open first (this is emails 95% of the time). You have mentioned most recently that you do not want a refund and that you wish for a response here instead, so in order to ensure transparency I am also posting here the response I just sent you via email:
Quote
Please provide me with the deposit address of the account which you state the issue occurred on. You have now mentioned that you do not want a refund but if there is cause to provide a refund then we are obligated to provide one based both on our own moral code and generally accepted principles of fairness.
Cheers, and I'm sorry that you feel you haven't received an appropriate level of support - we do not wish any of our players to feel that way, and we do our utmost to provide a responsive level of fair support to all of our players at all times. It's very important to us that our players know they can count on us to investigate any issues they might have, and although user patience can sometimes grow thin when waiting on a solid answer the reason that certain things take time is because there is a lot of data to work through, and there are other support requests open at the same time, as well as other site and offline obligations - although site obligations take up the vast, vast majority of all BVC staff's time, and we wouldn't have it any other way!)
Please feel free to respond wherever you're most comfortable, and as always there are certainly no hard feelings at all. We understand your frustration and would like to ease it in the manner you're most comfortable with. You know that you will never receive a hostile response from us, and this situation is certainly something we would like to resolve appropriately.
Thanks, and we look forward to resolving this to our mutual satisfaction (with a full reason for any decision, as always).
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