Home Complaints BC.Game Casino - Player claims that payment has been delayed.

BC.Game Casino - Player claims that payment has been delayed.

Amount: $650

BC.Game Casino
Good reputation
Submitted: 18 Nov 2022 | Resolved : 21 Nov 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 weeks ago

The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

Public
3 weeks ago
Translation

The casino doesn't pay me my winnings. Even though the sum is modest and after constant conversations in the live chat asking what's going on and how much more should I wait, I never received a valid answer except that the site is experiencing bottlenecks from too many withdrawal requests and that I should wait, how much? no one knows. The staff is almost robotic, they always give the same answers, not coming towards you and being absolutely not interested in your problem. Their unsatisfactory and not at all reassuring answers lead me to make this complaint questioning their willingness to pay the prize, I repeat since it is a modest sum that has been waiting for days.

Automatic translation:
Public
3 weeks ago

Dear KARY,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Public
3 weeks ago
Translation

I would like to cancel the complaint if possible, today I received a valid and plausible answer which still doesn't let me get the money sooner but apparently it's not the casino's fault.."We are extremely sorry, your withdrawal is already processed on our side, where it has already been sent to the network and is awaiting the necessary confirmations.In this state of the transaction, unfortunately there is nothing we can do as we do not have the possibility to speed up the confirmations on the blockchain, so I kindly ask you to wait for the necessary confirmations on the network for the funds to reach your wallet. Have a nice day!"

Automatic translation:
Public
2 weeks ago
Translation

Hello, my withdrawal transaction took place today. The money has been transferred to my wallet. Thank you for your cooperation and availability.

Automatic translation:
Public
2 weeks ago

Dear KARY,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,


Kristina,

Casino.Guru

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