Topic: [RESOLVED] BC-CASINO ERROR. LOOKING FOR SOME SUPPORT. (Read 2515 times)

Glad to hear this was resolved.

Very true! Although my site is hardly a casino (just has 1 game) I do try to attend to it as much as I can.

www.btcgoldcoin.us

You told us previously you didn't have any record of the client's games:



That sentence like totally parse error.


Can you clear up for us what happened?  How was a customer able to think he had won thousands of dollars whereas you couldn't find any record of his play?

Sorry for the lack of answers we had to first make sure we had all information on hand before answering.

- Our software has a full log of all game play with details of symbols or cards etc.
- If the our servers do not register a game play the client will throughout an error
- If the server goes down or the internet connection between the server and the client goes down - game play will be resumed at the exact same point when connection is back on
- In a bonus round you can exit the client and when you restart the game your session will resume from were it stopped.

As heart_mons stated this issue was resolved to the players full satisfaction.

I would like to take the opportunity to reiterate that BC Casino goals is to growth together with bitcoin and we have no intentions in having one single unaddressed or unresolved dispute.

I'm always available for discussion here through PM or through our support address.

Thank you all for posting and sharing your thoughts
Brian

Just updating.  The last I heard anything was on Thursday, Feburary 14th.   They were asking for the screenshots again.

I received an email yesterday saying they would receive the final report today and update me then.  I have no idea where the final report comes from or what it will entail. 

All gambling software (at least, anything reputable) has audit logs that record player balances and interactions regardless of whether the game state itself is stored in RAM or is stateless in a database. In fact having detailed audit logs is one of the major requirements for licensing in any gaming jurisdiction. Playtech software definitely has such logs, which would prove if the player was online or not and what their balance was from one minute to the next.

I think what has happened is that this casino software stores plays in RAM and only records it after the session is finished. Some bug occurred, and there was no record.

Brian, can you clarify as to how you could have no record of the gameplay? Did the player go offline without realizing it? Does your software allow a player to continue playing even though there is no connection to the casino?

heart_mons,

Please continue updating this thread with your progress in achieving resolution with your dispute. As the operator of betwithbtc.com, I want to ensure that all sites listed in my directory are safe and fair.  Should you not achieve resolution, I will have to make a decision as to whether I can continue recommending this casino to other players.

A this time I do not maintain a list of fraudulent casinos, but I will start doing that in order to steer players away from problematic sites.

Just updating this for my own sake now.  I've given them everything I could possibly give them to prove I was playing when I got that error (static ip of where I was playing from, time frames of when I was playing, screenshots of my account balance) and I'm pretty much trying to prove to them that I was playing.  If I didn't take screenshots I would have been dismissed long before now I feel.  I understand why they are acting like this but I feel like it is a problem with their casino software that caused the issue and I'm being punished for it.

I think I'm supposed to hear back from them today....it has been quiet so far.

Well, thanks for wishing me good luck.  I went and looked at how the last issue was handled and I guess I had on rose colored glasses.   No one responded on the forums during that issue (my bonus round wasn't working) and email communication was kind of rough.  I've detailed the experience below and now I'm thinking they will drag on forever in resolving the issue.  I'm also concerned that Brian can not see that I played the game I won on, nor did they receive the email where I asked for help on this problem, nor can he replicate the alternating credit balance I experience when I login on the webpage.  Honestly, I forgot how laughable some of the conversation was back in November.

--------------------------
I sent out a support ticket on November 8th
They responded same day and said it takes 48 hours to analyze server logs.  (That's nice because now they can see everything in seconds and say I wasn't playing)
++++
I think they were hoping I would give up because I never heard back until I sent them a message again on November 15th.  Their response was, "I just checked our database
of open tickets to the software provider and it's still pending.  I've asked again for a fast response on this matter. I'll update you as soon as possible.
Sorry for the inconvenience this has caused you."
++++
November 16th They said, "We have checked the log files and the game bonus round should be playing just well now. Please start the game and finish your open bonus round."
(Which confused me because I couldn't figure out how I could just open up the slot game and have a bonus round start without me doing anything.  I emailed them back the same day, expressed my confusion
and let them know that no bonus game popped up.)
++++
They replied on the 17th, "We have forwarded your question back to the software provider. So far we know both system, the flash and download version are able to resume lost and unfinished game session. If nothing happen then either something is wrong or they missed something."
++++
On November 19th they get back to me, "Could you be so kind to restart once more XMEN and press on the spin button and see if you are taken to the unfinished bonus round."
(and there were some back and forth emails that pretty much said, "it didn't work" and they would email back, "try again".
++++
On November 20th I thought they wanted to refund me a quarter and I asked if that was the case)
They responded, "No the bonus round in that case is played through and the amount of bonus is then know. This will be the amount refunded.
We unfortunately can check this in our system and need to receive that value from the software provider.
We are awaiting this to be able to credit your account accordingly."
(yeah....I know what you are thinking)
++++
(November 23rd and I have yet to hear back from them so I email to ask)
BC "We didn't forget about it we received the bonus amount today and we are waiting for manager approval to credit your account. You won 250xTotal Bet (0.25) which gives a total of 62.5 credits.
Due to the thanksgiving holiday we could not get the finance approval for it yet. We believe to get confirmation within the next hours."
(A little later that day they did credit my account)

never mind I think I misread something you wrote earlier, about them not having a record of the wins. I'm outta here... g/l 

I'm lost on what you are asking.  I haven't edited any posts other than the subject.   There was no jackpot in my situation.  It was just from autoplaying.  If the total amount of money was still going up, I raised my bet.  If it droped, I dropped (how much depending on how much was lost on the last autoplay).




I also recorded my desktop showing the changing amount in my account.   It goes from .06 to 0 back and forth.     Brian says he is unable to replicate that but it happens to me at two locations with Firefox.

Am I crazy or did you say originally in an un-edited post here that Brian had a record of the jackpot??

I just went by the bc-casino.com page to look at my account.  I notice that now my casino credit balance alternates between 0.06 Casino Points and 0.   It seems random and occurs when refreshing or switching to deposit history and going back to balance info.

I have no clue what that means.

I too would like to point out that I think everything is great at bc-casino.  Maybe my title is a little dramatic so I changed it up a bit.   I've been having great luck though.  Ask bitcoingamer about me winning 8.07BTC from a .1BTC deposit on Jan 30th.

I laughed out loud at that.  I can imagine having that happen and how crazy it would be.  I wasn't watching the game when it was doing the autospins so I guess it is possible that it was winning every single time and was broken but I know my balance was at least dropping at points and going up later.

Josh, thanks for pointing that out. I was really tempted to clarify this myself but do not want to get involved in this discussion again. After having processed over 4000 deposits and withdrawals we certainly cant be classified as fraud. This forum would know about it if we would not pay winning.

We are looking into resolving this issue as quickly as possible. Current investigations shows no records of this game play. We also try to see how the win would possibly be possible. Winning more than 200 BTC from 1 BTC is surely amazing!

Rest all assured that if the winning is confirmed to be legitimate then we will pay.

Well, I'm not saying they should claim the game was broken. If they did that they'd need to show some proof or at least explain what was broken about it. I was just wondering if that might be possible because they've apparently got their own version of the software and do their own work on it. It does happen... I mean, I'll give you an example. Right when we opened, I noticed that the dice animation wasn't showing up right in Craps when the player hit a 3-4. Sometimes it says "win" and sometimes it says "seven out" and it was getting them mixed up. Minor, meaningless bug. So in my test code, I disconnected Craps from the RNG and had it just roll sevens until I fixed the problem. Then I uploaded the fixed version. But I forgot to reconnect it to the RNG. An hour later, a guy comes on and realizes the craps table is only rolling 7's. Guy won $1000 before I stopped him.

Given the nature of the bug, I obviously didn't think that was worthy of a full payout, but I did pay him $500 as a "thanks" for discovering it. So when I say this, I'm wondering whether it wasn't an honest mistake. I'm not blaming you or the house, it isn't necessarily anyone's fault. But then again... I just played a few minutes with a Golden Games demo to see how loose it was... at your bet level it's perfectly possible it was functioning perfectly and you just ran it from $20 to $2k. I knew it was high variance but that game's actually pretty amazing.

Again: I'm not assigning blame to anyone. I wouldn't have opened this thread if I hadn't been mentioned in it. I just wanted to understand the situation better.

Yeah, bc-casino is one of my favorite places to play despite the few issues I've had.   I enjoy their slots and they do have good customer service.  

I agree that $2000 seems like a huge win for 1BTC.  It is.  It has happened to me twice at bc-casino (although this win exceeds the original by a significant amount).   When I first started playing there I got 1BTC up to $1000 or so.  I like to play and didn't stop until I had lost $500 or so of that.  So I cashed it out at $691.60 (65btc) but didn't have an address that could accept payments at the time because I had no clue what that was.  I actually never heard from bc-casino support on the issue but I figured out how to withdraw it in a few hours so I never needed to talk to them after all.  Here is that thread: https://bitcointalksearch.org/topic/m.1307034

As far as jackpots hit, big wins, etc, I don't have any screenshots like that because of the way I was playing and where I was playing (work).  Brian from bc-casino has that information as well.  I have one other screen shot of when I hit $1,300ish.   At that point I was betting $50.40 every spin.  By the time I had over $2,000 I was betting $84 every spin.  I swear I had a shot of the cash in the main lobby but it is no where to be found.

I had never played Golden Games before because I like the comic slots.  I was losing on those so I tried the slot next to the hulk because it was there.  I just auto spun it off to the side and worked on work as my main focus.  


....and this makes me sad.  If someone has the perfect playing session and luck is on their side it is a game error.  I a game takes $500 from me why can't that be an error?  I suppose bc-casino could just say this was an error and be done with it.  It didn't feel like an error to me but they are having trouble finding record of me even playing this game yesterday which is looking no good for me (then again they also say they didn't receive an email from me yesterday about the problem).  

Just for the record - I didn't call BC-Casino a fraud. They may have the best customer service in the world for all I know. There have been questions surrounding their right to use Playtech's software and possible unresolved issues going back to Class1Casino which is still rogued on Casinomeister, but they say they're under new ownership and they've publicly responded to GoWest's article claiming legitimate rights to the software they run. So I'm not in a position to say. They are not "rogue" AFAIK, and as long as players are paid on time it shouldn't matter. This is the first I've heard about them not paying out, and it sounds like they're working to resolve it, so assuming they do I think they deserve the benefit of the doubt. This is the Casinomeister attitude whenever anyone brings a problem against a casino, and I agree it's wrong to jump to any conclusions.

I have another question, though. I know Golden Games is a relatively high-variance slot with high line bet limits, but how did you roll 1 BTC into $2000 in a day? It seems like you were taking a lot of screenshots, so do you have any of the jackpot hits? I question whether there wasn't something wrong with the game, which would have led to them pulling it and possibly voiding the win. That's frankly an incredible run of luck, and the kind of thing casinos only see once in a blue moon.

Remember that most of us run these casinos as a hobby and cannot allocate 100% of our time to it. That doesn't mean we're out to get you :-)

Can't help much but I'll try.

I want to make sure and update this thread and not leave anyone hanging.   I have been contacted by Brian and we are in the process of working out why and what happened when I was playing.  I would say we are heading in the direction needed.    I'll update again when I have more information to share. 

As an aside, taking screen shots of milestones, big wins, withdraws, etc is a good idea for anyone that enjoys gambling online.   I've had to use them at other casinos in the past both for resolving disputes and for sharing the totally sweet 99 free spins I won on one bet.

@heart_mons: Could you update? Did you get the missing winnings?

Thank you for your help in resolving this matter!
Brian

I'm not sure why you don't have the email.  Just for grins here is a screen shot of my sent mail folder where you can see the two messages I sent to your support email address today. 

 

I did not include my username in the email.  I'll PM the email from this morning to you (including my username) and I'll forward it to the support address again.

Dear heart_mons

Could you please log a support request for the mentioned loss of balance as we do not received any support request regarding this issue. Alternatively you can send me a PM regarding the issue including your casino username.

Thank you in advance for your help. I'm very confident any issue can be solved as we keep full track of any game play winning combinations and player balance.

Kind regards
Brian

I did hear back from bc-casino tonight on the disappearing 1BTC deposit.  They corrected that and gave me $8 extra to play with on top of the original deposit.  They have also corrected issues for me in the past.  It just hasn't been this big of a error before.  I'm still waiting but I think they will pull through. 

I remember Josh at Sapphire casino telling me he had reason to believe that BC-Casino was a fraud.  Apparently they were running a modified, unlicensed version of Playtech's commercial casino software or some such.

Then there's this too.

Ouch... Hopefully it works out for you.

THIS HAS BEEN RESOLVED BETWEEN MYSELF AND BRIAN.  JUST WANTED TO LET EVERYONE KNOW AND CLEAR THAT UP.   THANKS FOR YOUR HELP BRIAN.









So I should have know it was going to go south from the start this morning when I deposited 1BTC around 8:00am.  Their webpage went offine for about 30 minutes after I deposited and when I finally logged in again my account listed the successful deposit but I had no funds.   I emailed [email protected] and went to play something else.

Well, I couldn't resist depositing again even though I had heard nothing from support yet.  I figured the earlier error was caused from their page going offline and I deposited another 1BTC.  
This time it showed up and I was ready to play.


I'm on a roll and have built up a nice amount of cash.  Then the game locked up and I had to exit it.  Once I did my balance disappeared.  Well, almost all of it.  I went from a little over $2,000 to .10 Casino Credits.
I had a screenshot from prior to the error and I was able to get a shot with the error on the screen and the window locked.  I'm sad.

See my "luck"
http://imgur.com/a/aYBAi

I'm hoping that by posting this here I will get a faster response.  I still haven't heard back about the disappearing 1BTC from this morning.  
Can you help me BC-Casino?


To be fair, they were able to help me with a bonus game not working a few months ago.  This is a little more money involved though.