CLOSED: Bitcoin Penguin complaint

Hi LCB,

I kindly request your assistance with multiple issues I have recently encountered with bgaming slots, I have been a loyal client for years and recently had wins not credited to my balance even though bgaming support had confirmed my win.

My balance was not updated after several feature wins and funds were stolen.

I have confirmation from bgaming that my wins were valid and after complaining to casino support staff they closed my account. This would not have happened if my balance was updated as expected.

I have been trying to resolve this matter with bgaming and www.bitcoinpenguin.com for weeks with success. 

Bgaming and softswiss are listed as providers and affiliates to www.bitcoinpenguin.com and they provide a full crypto solution service to this casino.

The casino is unscrupulous and listed with warning on your site but I just feel that bgaming should assist with the resolution here and pay me my winnings.

I have videos and screenshots supporting my claim, thanks.

Username: Krish

Casino: www.bitcoinpenguin.com.

BET ID: 5597411495

Game: Fantasy park

Hi BeGavin02,

Have you got the explanation from Bgaming in the end? I think that the casino in question should pay you the money. 

We are going to notify Bgaming rep about this case. Please also private message me your casino account details so we can check with the casino and Bgaming. 

Hi Melissa,

Thank you very much for taking the time to look into this for me.

PM has been sent.

Hopefully this matter will finally be resolved.

Take care and your assistance is greatly appreciated.

Thanks, BeGavin02. We'll do our best to help you sort it out. We'll keep you posted. 

Hi BeGavin02,

We got the update regarding your case from Bgaming:

The player did play our game Fantasy Park and did have the free spins. The player started the round September 17, 2021 15:12 and completed the free spins only September 17, 2021 20:11. There are no issues with the game from the technical point of view, when a player receives free spins the player needs to play them by clicking the relevant button. It is up to the player to play them straight away or leave them until later.

The casino rules are not something we control from our side. From the game provider side we confirm the game round was correct.

We've also seen the email you got from the casino where they say that you used delaying tactics when playing the free spins on the above-mentioned game, so the casino explained why they took your winnings. We already informed the casino about this issue. Let's see if they reply. Bgaming doesn't have anything to do with this since they provided an explanation. 

Dear Melissa,

Once again, I thank you for taking the time to assist me with this matter.

Please see attached response from the casino vip manager who claimed that the winnings were credited which was not the case.

I have also attached the game log for the time in question when the win should have been credited I.e. 20:11 UTC. The rounds were not even logged and no winnings were credited.

You can see my balance was showing the win during the feature round but when I returned to the casino home screen nothing showed in my account.

Thanks for sharing this, BeGavin02. 

As far as we could see from Bgaming's response the game round was correct. Regarding the casino it is hard now to resolve this since they haven't replied to our messages and they also don't have a gaming license which could step in and help us sort this out. We'll try our best to get through to the casino and get the answers. 

Hello everyone! 

It's  Richard, a VIP manager from Bitcoin.Penguin. I'm here to clarify the situation regarding our player. 
Dear Melissa, the account of the player ( BeGavin02 )  was closed as per the administration's decision. Unfortunately, we cannot disclose information, however, all game rounds were checked in a proper way. The results of the investigation revealed, that the player had successfully received his winnings in a due manner. Then he continued playing with the funds and lost eventually. 

Hi Melissa and LCB members,

Herewith proof from bitcoin support clearly stating that the winnings were not paid.

Here is another response from bgaming as well showing that the bonus was played correctly and had nothing to do with the game round in question.

Also attached game logs clearly showing no win was credited at 20:11 UTC.

I believe that this is clearly overwhelming evidence that this casino is a fraud and the vip manager is clearly telling lies to misinform the forum members.

LCB could you kindly request the vip manager to provide you with my game log showing that the win was credited to my account. You will clearly see that the winnings were stolen.

Please assist wherever you can and I really appreciate all the assistance you have provided thus far.

Hi BeGavin02,

We are in touch with the casino and we already asked them to provide more info regarding your case. We'll keep you posted. 

Thank you very much Melissa, your assistance is appreciated.

I look forward to your feedback.

Hi Melissa,

I hope you had a lovely day.

Any feedback on this matter?

Thanks for the assistance.

Hi BeGavin02,

We got the email from the casino today. We are reviewing the details we've got from them and we'll get back to you as soon as we gather all the facts about your case. Keep you posted.

Thank you Melissa,

Upon reviewing the details, please be mindful of the fact the the vip managers response on this post indicated that my winnings were credited which was not the case.

Also as per the post above bgaming confirmed that the win was valid and the win was not related to any bonus in question.

My experience with this casino as well is that they mark certain bonuses as lost even when you have funds in your account win features etc and this is totally fraudulent.

Bgaming's bonuses will never be marked as lost when a feature is won or still have active funds in your account.

My game logs clearly show no winnings were credited and that should be the main and deciding factor on this as the vip manager clearly indicated above that my winnings were paid and then lied to say I played the funds.

Please do not take anything they say at face value and be impartial when reviewing the information they provided.

Once again thank you for the assistance and I'm hoping to hear from you soon.

Stay blessed and take care.

Hi Melissa,

I hope you had a lovely day.

I am sorry for bothering you but did you and your team get a chance to review all the information received from the casino.

I hope to receive feedback soon and hopefully reach an amicable solution.

Thank you for the assistance and hope we can all move forward from this unpleasant situation soon.

We asked for more info from the casino. We'll keep you posted. 

Thank you very much Melissa, hope you had a lovely day and looking forward to your feedback.

I wish that other players do not have to encounter such an unpleasant situation.

It's very sad that players have to go through so much to get their winnings but we are grateful for a platform such as this

Dear Melissa,

I trust you had a lovely weekend.

Any feedback from the casino?

It is very sad that a vip manager can come on a public forum and lie stating that my winnings were credited and my game logs clearly show that my win wasn't paid.

I have been loyal to bitcoin penguin for over 3 years and I cannot believe they would treat customers like this.

I sincerely hope that I will be paid my winnings so that I can move on and close this chapter.

It's fine if my account remains closed but would just like my winnings paid.

Thank you very much for your assistance and hopefully this matter will be finalised soon.

It was a weekend, they don't work over the weekends. We'll keep you posted. 

Hi BeGavin02,

We've reviewed your case with Bgaming as you know and the casino VIP manager, and we can conclude that there was no issue with the game you played, which Bgaming confirmed. The casino also confirmed that the game round was successfully finished in a few hours and all your winnings were paid out, then you lost the funds eventually. They can't refund your deposit since you lost it so the casino doesn't owe you anything.

Your account has been closed as per the casino administrative decision and their decision is final. 

There is nothing further we can do for you. We consider this case Resolved. 

Hi Melissa,

I am actually shocked at this response.

Point to note: 

1) Attached game logs from bitcoin penguin clearly showing no win was credited. Where do you see the 0.308 BCH win at 20:11 UTC?

2) Here is also a screenshot from your post earlier on this thread stating that you have seen the email from bitcoin penguin stating that I used delaying tactics and that's why they took my winnings.

3) Here is the email from bitcoin penguin support stating the delayed rounds etc was the reason for taking my winnings.

4) Bgaming confirmed that my win was valid and the round in question had nothing to do with any bonus or delaying tactics.

All I ask is for my game logs which must  clearly show the 0.308 BCH was credited as I am 100% certain that it wasn't credited.

Like I said check my game logs from bitcoin penguin clearly showing the bets for the entire day and you will notice there is no sign of my winnings!!!

I honestly need a senior manager at LCB to look at this matter as I am very disappointed in the response received.

All I need is for LCB to check the game logs for the entire day and you will clearly see that the 0.308 BCH wasn't credited, that is not very difficult to do.

Please assist.

I can even provide clear evidence from my chat history with their support staff clearly showing that the winnings were not credited.

Like I said before, this casino's word means nothing. Check the game logs and post a screenshot to this forum, showing the 0.308 BCH win was credited.

All I ask is for LCB to check my gaming logs for the day in question at bitcoin  penguin and you will clearly notice that no win was credited!

Here is further evidence showing my balance after the game round.

U can see the balance on the top showing 0.00000223 BCH.

At the bottom u can also see username krish with a win of 0.308 BCH.

My balance did not reflect the win.

Here is also a screenshot from bgaming server showing what my balance was before which clearly shows 0.00000223 BCH and what it should have been after the game round.

The evidence is crystal clear and I fail to understand why you are taking the casino's word instead if looking at the overwhelming evidence.

I trust you will relook at this matter and provider feedback as soon as possible.

Here is another screenshot from chat today clearly showing the winnings weren't paid.

This is quite concerning.

How can the vip manager come on this platform and lie that I played my winnings.

The evidence is overwhelming that it wasnt paid.

Please reopen this complaint and communicate with bitcoin penguin please.

Hi BeGavin02,

Bgaming confirmed that the game round was correct and that there was nothing wrong there and I'm not sure how the casino could influence the gameplay when the provider confirmed everything was okay with the game. 

When the rep said that you received your winnings he meant you got it in your account and then you spent it all. 

We did our best to help you in this case. I'm sorry you are not satisfied with the feedback.  

hi BeGavin02,

i have read the whole story carefully - but since i am not a native speaker, have I understood correctly:

1. you played without a casino bonus.
2. on september 17th in the afternoon you triggered the feature in the slot Fantasy Park and then closed the slot.
3. in the evening at 20.11 you opened the slot again and played the feature to the end.
4. the winnings were not credited
5. after your complaint, the casino closed your account, saying that you delayed the feature round and that this is not allowed with a casino bonus. and therefore the winnings were not credited.
6. then the casino said you got the winnings but gambled them away.
7. BGaming says their game (Fantasy Park) was run correctly and the winnings are real. furthermore, that this game was not related to any casino bonus.

was that summarized correctly? if so, the decision is really questionable, because the statements of the casino contradict each other and in your log the winnings are definitely not credited.

Hi Melissa,

The winnings were not credited and I did not play that winnings.

Please check the screenshots and the game logs, it is crystal clear that the winnings were not credited.

I fail to understand why you keep mentioning what the vip manager said.

Did you see my game logs from bitcoin penguin? If this was requested from them you would clearly see that the 0.308BCH wasn't credited.

Please I beg of you to request the game logs for the day in question and you will see that the vip manager has lied.

Live support at the casino clearly said that the winnings were confiscated.

Please look at the screenshots above and ask Zuga or another senior member to look at this.

How difficult is it to just check my game logs for the day and from there you will clearly see that the win wasn't credited.

Hi Riddick,

I really appreciate your comment and you taking the time to read this post and yes that's exactly what happened and I'm very concerned that the moderator is just taking the vip managers word as gold and just wants to close the complaint.

Every piece of evidence hear shows that the winnings were not credited and live support at bitcoin penguin confirmed this.

How did I get my winnings, here is live supports response from the casino.

Hi Melissa,

Please advise if LCB is relooking into this matter?

Have you requested the game logs for the day in question to verify the win was credited to my account? 

Although I appreciate the assistance I fail to understand how the moderator clearly cannot see the contradictory stories given by the casino and just accepts the lies being told by the vip manager.

To anyone reading this post, just have a look at the screenshots, its crystal clear that my game logs show that the win wasnt paid and live support confirmed that they took my winnings.

Hi BeGavin02,

There is no point in posting the same thing over and over again. Please be patient, we'll revise the case again and see if there is anything we can do for you. 

Thanks for your understanding. 

Thank you Melissa,

I appreciate your assistance and hopefully the casino rep can see the mistake and pay me the winnings that was not credited

Hi Melissa,

I trust you are well.

Any feedback on this matter?

Thanks

Hi Melissa,

Kindly advise if you have any feedback for me?

I pray that players do not experience such fraudulent behavior from casinos in future.

It's such a huge inconvenience and time wasting exercise for all parties concerned.

I just wish this matter can be finalised soon so I dont have to bother anyone again

PLAYERS please beware of bitcoin penguin casino as this establishment will go to any extent to steal your winnings.

Dear BeGavin02, 

We sent another reminder to the casino regarding the play log and we still haven't got a reply. Bgaming confirmed there was nothing wrong with the game you played, now the casino needs to explain the game log. Bitcoin Penguin is already on our warning list since they don't have a gaming license so we've already warned the players to be cautious. We'll let you know as soon as we hear from the casino. We are doing our best to help you. 

Hi Melissa,

Thank you and hopefully we can have this matter resolved by tomorrow.

I also just wanted to know if we can contact softswiss as I see that they are the ones that provide managed services such as a full crypto solution to bitcoin penguin.

The casino rep is very shady and I'm not sure if he will assist with the game logs.

If bitcoin penguin is powered by softswiss who are regulated by the MGA, is it possible to contact them?

Hi Melissa,

I found this post in one of the threads.

Apparently there is a softswiss rep here that can assist us with this matter.

Kindly refer to the attached screenshot.

My apologies I am just trying to find the quickest solution so I don't have to bother anyone again

Hi BeGavin02,

This is in case if something is wrong with the game. However, Bgaming confirmed that the game was okay on their end so there is nothing they can do for you. Yes, as I've already said they don't have a gaming license, so you should have been aware of that when you started to play there. 

We contacted the casino again and this is their message: The player has been provided with all needed proof. As I said, all winnings were credited and players played them. The case with his winnings has been resolved. Our casino doesn't owe anything to the player.

We've also seen that the casino always provided you with the extra bonuses you asked for. So why wouldn't they do it this time?!

Dear Melissa,

I have posted the game log they have provided me with and everyone can clearly see that no win was credited.

Here is confirmation from bitcoin penguin support that the winnings were not paid:

A simple request from LCB to the casino rep requesting my game logs should not be difficult to get. 

All they have to do is provide my game logs showing the win was credited, how difficult is that? The reason why they not providing this is because they are well aware that nothing was credited.

To all the members of LCB, you can make your own conclusion here: once again here is the evidence clearly showing no winnings were credited (refer to screenshots)

LCB all I ask is for you to obtain my game logs and you will note that the winnings were not paid, if they fail to provide this, then it's clear as daylight that my winnings were stolen.

HERE IS EVIDENCE CLEARLY SHOWING MY WIN WAS STOLEN:

Hi Melissa,

Kindly just ask the casino rep for my game logs and show him the evidence whereby his support team confirmed that the winnings weren't paid.

A fraudulent casino will always find excuses not to provide information such as game logs to this forums moderators.

This is what this forum is here for, i.e. to review evidence from player and casino and provide an impartial opinion/decision based on the evidence provided and not to listen to hearsay from either parties.

Thanks.

Dear BeGavin02,

The casino rep was informed about the game logs you provided. We did our best to help you but this is casino's final decision and we can't change it. We tried to get as much info as we could, but our hands are tight. This brand is already on our Warning list so our members are warned about this brand a long time ago.

There is no point in repeating the same thing over and over again. Please check the casino T&C first before you deposit. 

Addressed to bitcoin penguin
you are arrogant scammers and deceived a lot of people and caused a lot of moral harm. Apart from a curse, I can wish you nothing.

Hi Melissa,

Can you kindly try one last time to get in touch with the bitcoin penguin rep, I know they won't provide the game logs to the forum moderators as they are well aware that my winnings weren't credited.

Perhaps he will change his mind and try to get my winnings paid as I had been a loyal customer for over 3 years .

Also could you kindly try to get in touch with a softswiss rep as here are the screenshots from their website showing that they do assist with complaints resolution on behalf of their clients i.e. bitcoin penguin.

Thank you for the assistance

Hi BeGavin02,

There is no need in contacted them over and over again when we'll get always the same answers. I'm really sorry but there is nothing further we can do for you. We helped you to get the answers, we brought everything to the casino's attention but the rest is out of our hands. Bitcoin Penguin did give you bonuses and free spins just because you were their customer for a long time. 

We need to close this topic since there is no point in repeating the same thing over and over again. 

I am very disheartened and I hope that players read this post before throwing their money away at this casino.

They will eventually steal your funds and not pay your winnings, this is a classic example of an unlicensed and fraudulent establishment.

Thank you LCB for the time and effort you have put in to try and assist me with this complaint, much appreciated .