BC.Game Casino - Player experiences deposit issue.

I made a deposit worth 50000 inr fiat and the money was deducted from my bank account.

The website is denying that they received the funds and are further claiming that the transaction done was not to an account that their payment provider recognizes when in fact it was done via the qr provided by them. i have talked to the support team and the vip host and they are refusing to help.

Dear nishchayarora92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful deposits in the casino in the past?
• Could you share a screenshot from your casino account transaction history detailing the status of the transaction?
• Could you please share a screenshot from that casino's cashier showing the deposit page with the QR code?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1.Yes i have made successful deposits in the past

2.

3.Casino's cashier provides a different QR for every deposit request via Fiat INR currenncy.

attaching the same for a new transaction nonetheless

Hi,

Please provide the transaction id (order id) of this deposit of 50,000 INR. Also please provide the bank statement from the date of deposit for verification. And we will look into it.

Best Regards

PANDA - BC.GAME

Hi,

Can you please send a complete statement in pdf format and open this particular utr number as well and take screenshot.

Best Regards

PANDA - BC.GAME

there is no option to attch pdf file here

Thanks to both parties for their response.

Dear BC.Game Casino,

Could you please provide a contact for nishchayarora92 to submit the required documents?

I'll await your response.

Hi,

This can be sent to our support email support@bc.game

Best Regards

PANDA - BC.GAME

ive sent the requested documents on the mail id mentioned

Thanks to both parties for the reply.

Dear nishchayarora92,

Have you received any response from the casino regarding the issue? Was the deposit credited to your casino balance?

I'll await your reply.

Hi,

This is being checked by the fiat team and will get back to you as soon as i have latest update on this.

Best Regards

PANDA - BC.GAME

Hi,

We request that the user send the actual statement that you downloaded from the bank account, as it is without any kind of editing.

Best Regards

PANDA - BC.GAME

sent

pls update, its been a week since last response

Dear BC.Game Casino representative,

Was the proof of deposit nishchayarora92 sent you satisfactory?

I'll await your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Tomas,

it looks like they are not interested in replying

can you guide me to what relevant authority i need to report this to so that action is taken against them and what are my options legally?

hello?? can i have an update regarding this?

The casino representative should reply soon. I apologize for the delay.

hi tomas

i want to know what is the regulatory authority i can complaint to so that relevant action is taken against them.

can you pls help me with that?

Dear nishchayarora92,

I received a brief message from the casino representative the issue is being checked by the appropriate casino department.

To respond to your question, the casino holds a Curaçao license under Curaçao Interactive Licensing (CIL)

You can learn more about the license here: https://casino.guru/licensing-authorities/curacao-license-2

You can file a complaint by contacting the authority here:

info@curacaolicensing.com

helpdesk@curacaolicensing.com

Please let me know about your decision going forward.

how long are we supposed to wait for them to respond ?

its been almost 2 months. they are not even replying to my email.

i feel like i dont have any other option than complaining to the licensing authority.

We have contacted the merchant several times, and it appears that no payment has been received by them. We request that the user provide us with a complete screenshot of the UPI payment from their UPI app. This screenshot should show the UTR, the name of the receiver, and the name of the sender so that we can verify whether the payment was sent to a different merchant. The merchant associated with the claimed order ID has stated that they have not received any funds.

Unfortunately, the screenshot you've provided does not show the UTR number. Could you please go to the ICICI Bank app and take a screenshot from there? That might display all the necessary details. This receipt is not useful as it has no proper details.

the screenshot i shared was from the icici bank app itself.

this is the only screenshot im able to get as the app does not let me open transactions older than 7 days.

you can match this transaction against the statement i have provided which mentions the UTR .

Further, i have also given you the UTR in my previous msg

Unfortunately, without the UTR number, it's almost impossible to verify the screenshot. Could you possibly do a screen recording of opening the ICICI app and then going to this transaction?

Dear nishchayarora92

Please let me know if this is a valid solution and let me know about the result.

pls extend the response time for another 7 days as im currently travelling with limited access to internet and emails. i will send them screen recording as soon as im able to

Of course,

I'll extend the timer to 14 days in total. You'll have the opportunity to reply.

ive sent the requested video/screen recording and another transaction receipt i got from the bank website to support@bc.game.

Hi,

Please forward this email to panda@bcgame.com or you can mark me as cc in the email to support.

Best Regards

PANDA - BC.GAME

forwarded

Dear BC.Game Casino,

Has the situation been clarified?

I'll await any news or suggestions on how to proceed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

hello

is there any update on this?

its been a while

Hi,

Unfortunately, this is still not trackable at our end as our merchant hasn't received this transaction and we reached out to the bank as well but there was no such deposit. Below are 2 things to do:

1. Either user can reach out to their bank and ask them to retrace the transaction
2. User can reach out to bank and get a signed and stamped letter on banks letterhead stating the transaction details which highlights the UTR number and bank states that this transaction was sent to which beneficiary and never refunded back to users account.

Dear PANDA,

On the player's bank's website I found this information. Could you please advise if the transaction can be looked up using RBI reference number instead?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hey Tomas,

Unfortunately, that won't be possible from our end; the user will need to follow the procedure mentioned in my last message to proceed further.

Best Regards

PANDA - BC.GAME

Dear nishchayarora92,

Has the transaction been refunded to your account, or credited to your casino account, please?

no i have not received a refund and neitheer has the amount been credited to my casino account

Dear PANDA,

Are there any recommendations from your side as to how the player should proceed since the information you requested is unavailable to him?

Hello Tomas,

In this case, the user can contest with their bank for a refund of the transaction, as there is no way from our side to request that unless our bank receives the transaction.

Best Regards

PANDA - BC.GAME

Dear nishchayarora92,

While we rarely recommend chargeback to players, It seems like the only option remaining.

If the casino is unable to investigate further and your deposit hasn't been returned, we would recommend requesting a chargeback.

Keep in mind that requesting a chargeback might cause issues when playing in online casinos. I would recommend you save your conversations with the casino and refer to this complaint if you face issues due to this problem in the future, as proof the chargeback was suggested by the casino itself.

Please let me know about your decision and any news.

Dear nishchayarora92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.