BUG in game, amount won in bonus game not credited ( GAME: Book of ra delux buy bonus )

[Nrkxqdgztsac]

On the 23rd of October, I have experienced an issue that has been then since reported to support under incident  7490751 but I feel the issue has not been checked seriously or professionally. 

While playing with BC Game tokens game Book of ra delux buy bonus, I won the bonus game. During the bonus game, game glitched and showed black screen, I reloaded the page and the game continued on normally at the same place it stopped.  Once the bonus game has been completed, the won amount was credited but deducted immediately. 

As you can see in the last win amount in the upper ribbon it shows the amount won but it does not show it in balance. I have tried to contact live support but they were not helpful at all to say it mildly... They did not want to open the incident, they were just asking for bet_id and would not even hear my explanation of the issue once they saw that bet_id did not show the won amount.   I tried to get different agents but ended with the same answers: the system shows the correct amount and I have not won. 

Since I felt I was going anywhere with the support I turned to my VIP host and explained the issue in detail, providing the same screenshot, bet_id, and game_id that I gave to support, after chatting for some time, giving the same info and the same explanations I did get an incident number 7490751 . We had a few more days going in a circle, host asking me for the same info over and over that I provided (bet_id, transactions screenshots, game_id). Then,  providing the same info over and over again where it got to the point I thought I was talking to either the bot, multiple persons or just getting delayed until I just stopped asking for resolution.

After a few more days, I was finally informed the same as at the begging that the system shows correctly....

Since I felt it was inadequately handled I have tried to reproduce the issue again and record it. Which I did manage to do, which you can see in the video ( https://www.youtube.com/watch?v=ta9yx9SWbos ) below: 

<iframe width="560" height="315" src="https://www.youtube.com/embed/ta9yx9SWbos?si=2WwY07yhWr8lsvmF" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>

Full of hope that I can finally get it sorted out I have provided again all the info plus a link to the video, steps to reproduce, etc. Just to get the response that the transaction shows I have lost and that amount was correct .......

I am posting here hoping someone with proper understanding can escalate this to dev team or game provided to confirm that it is indeed but and get some help to get refunded. Value in BC Game tokens is now almost 4,000 USDT worth and I think it is not fair that I can't get any progress or proper support.

 

 

[Nrkxqdgztsac]

To provide an update, I was able to resolve the second incident, where I provided a video, but there is still no progress on the first reported issue. So, in essence, I have proved the bug exists, but I am not getting the resolution for higher loos since I did not provide the correct game ID in the first incident. To be fair it seems I might have provided indeed incorrect incident but the thing is I have already stated I am not 100% sure which one it is and to check by time.

Can I please ask someone to take this seriously and resolve it once and for all? 

Here is a screenshot from the transaction page showing three games/bets that could be the ones with bug (in one of them I won a bonus that lasted for quite some time  so I think it is number 2. )

 

 

Here is the game_id for each one: 

 

1. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734969186

2. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734940310

3. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734939673

[Mary_bcgame]

12 hours ago, Nrkxqdgztsac said:

To provide an update, I was able to resolve the second incident, where I provided a video, but there is still no progress on the first reported issue. So, in essence, I have proved the bug exists, but I am not getting the resolution for higher loos since I did not provide the correct game ID in the first incident. To be fair it seems I might have provided indeed incorrect incident but the thing is I have already stated I am not 100% sure which one it is and to check by time.

Can I please ask someone to take this seriously and resolve it once and for all? 

Here is a screenshot from the transaction page showing three games/bets that could be the ones with bug (in one of them I won a bonus that lasted for quite some time  so I think it is number 2. )

 

 

Here is the game_id for each one: 

 

1. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734969186

2. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734940310

3. gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734939673

Hello, thank you for your report
kindly contact our support team to check please

[Nrkxqdgztsac]

6 hours ago, Mary_bcgame said:

Hello, thank you for your report
kindly contact our support team to check please

I have been trying for the last 28 days straight to get proper support but I am not getting anywhere. To summarize: 

First incident 7490751 - Closed without resolution, whether game replay was checked or not I do not know, it is possible they checked the wrong game_id ( gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734939673 instead of gcc-zsn-8d4c3723ff6d489bacc238e9e97b879f__2734940310)

Second incident 7598710 - I managed to replicate the behavior and reported it, it was successfully resolved and has been refunded. With this one I have proved that there is indeed a bug, it was done and opened specifically to get the first incident re-checked. 

Third incident 7632466 - Tried again with support, explained in detail, and gave all information including a link to this post, after less than 5 minutes, closed as a duplicate of the first incident even though I have provided new information and details. 

I am tired of communicating with support and VIP host who are always asking me the same questions and when I get to the point they just close it out or say it was resolved.....

Is there anyone from support who can take 10 minutes to read what I have written in the post and try to help me out? 

[Ooo777]

.

 

[Marlenelove2]

On 19/10/2024 at 20:51, PACINNO said:

off top.

 

On 3/11/2024 at 4:07, marlenereynalove said:

 

 

On 19/11/2024 at 19:30, Mary_bcgame said:

Hola, gracias por su informe.
Comuníquese con nuestro equipo de soporte para verificarlo.

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