The player from Argentina had had an issue with her deposits at an online casino. She had been unable to use her funds for playing or withdrawing, and the casino had not listed Argentine Pesos as a currency option. Furthermore, her attempts to seek assistance via live chat and email had been unsuccessful due to delays and an incorrect email address on the casino's website. After the intervention of the Complaints Team, the player had confirmed that the issue was resolved. The complaint was then marked as 'resolved' by the team.
BC.Game Casino - Player faces difficulties with deposits and communication with the casino.
Amount: $11,000 ARS
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I made two deposits into my account and it won't let me play or withdraw. It displays in other currencies but not in my Argentine pesos. I have already sent chat messages and they haven't replied. The email listed on the website is incorrect. They tell you that the live chat response time can take up to two hours, but it actually takes much longer. When you finally get tired of waiting, they respond the next day and obviously, one is no longer online.
Automatic translation:
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9 months ago
Dear Marisajuarez,
Thank you very much for submitting your complaint.
I'm sorry to hear about the difficulties you've encountered while using the online casino services. Your feedback is essential for us to address and resolve these issues effectively.
To assist you better, could you please provide us with more information regarding the deposits you made into your account?
- Specifically, can you share the transaction IDs or any relevant details related to the deposits that are causing the issue?
- Additionally, regarding the currency display problem and the unresponsive customer service, it would be helpful if you could elaborate on the steps you've taken to contact them.
- Did you receive any error messages when attempting to play or withdraw in Argentine pesos?
If you agree, we can also forward any relevant communication to petronela.k@casino.guru for further review.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Hello,
Could you please provide your UID or a screenshot of your welcome email? I'm currently unable to locate your email in our system. To find your UID, you can visit your profile section and take a screenshot of that screen. This will help us assist you more effectively.
Best Regards,
PANDA - BC.GAME
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9 months ago
Dear Marisajuarez,
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.
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9 months ago
Translation
The problem has now been solved, thank you
Automatic translation:
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Marisajuarez, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
