BC.Game Casino - Player’s Deposit Funds not Credited to Account.

Dear moinshafi5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please share the record of your complaint with the casino?
• Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Let me know, if you have received?

Any update on this,?

I fully understand your frustration, moinshafi5. It may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow one full for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you

Hello,

We will need a video proof where the user is using the screen record or other device to record this - Open bank app (hide any credentials or sensitive information) - Open statement and go through the statement. You can send this video to support@bc.game and cc panda@bcgame.com

Best Regards

PANDA - BC.GAME

Yes, I can do that

I have sent the vedio proof for your refrence. Due to larger file, I have used Google drive and shared the details on the above email address. Please refer the link in the email. Also, please acknowledge if you have received the vedio.

Any update please?

Dear BC.Game Casino,

Could you please comment on the proof you received from moinshafi5 last week?

Was the proof satisfactory to learn what can be done?

Hi,

We have checked with the bank but there was no good results so far. Can the user provide us with payment screenshot from the app and bank statement as well they can upload it here.

I was also doing the follow-up with my Axix bank since 6th March regarding the transaction. Ticket was raised on my behalf by the bank in order to get this checked by the their backend team and I was told to wait until 27. I called them today in order to check the status of transaction, they told me the transaction has been successfully credited to Merchant Bank.

Also, I have shared the conversation with bank on the above email address. Please go through it for your refeence

Any update. This should not happen with me atleast, this is taking longer than the expected time. If they still have not received 10000, Merchant is scamming. Provided all proofs, still funds not refunded or credited to my casino account. How is that possible that amount has not been recived by the Merchant when we have all the transaction proofs, utr number, vedio proof. Bc should work and resolve these transaction issues at the earliest.

No issue with the game, Merchant is fooling us.

Its been almost a month now, still waiting.

Dear Panda of BC.Game Casino,

Was the proof of payment sufficient for you to launch an investigation?

I'll await any news or suggestions.

Please let me know, if you need any further proof from my end. Thank you to you Tomas for looking into this

Any update on this?

Hi,

Its been almost 25 days since I made a complaint against BC game. I provided all the proofs that was required to locate the funds. However, I have not received my deposit to my casino account, I am loosing my patience, frustrated. Anytime I reach out to support I need to explain everything again but the response is always the same pls wait. Prior to this, I had hundreds of deposits and withdrawals without a problem. I just need them to give me my deposit please. I recently lost a huge amount at bc.Game and this deposit does not even cover that loss. Why this is taking longer than the expected time, why its difficult to deposit on your plateform. I repeat, I am in loss. Please be at my position and reply me honestly that how would you have reacted if you guys were at my place. I am on level 38, check my gaming history please. Why this is happening to loyal players. Bc need to work on this and resolve the issues at the earliest, I'f my issue is not resolved, I will file complaint at a consumer court.

Hello Moin,

Unfortunately, despite our efforts to contact both the merchant and the bank, we have not been able to trace this transaction in any of our merchant accounts. We kindly request that you contact your bank directly to inquire about the refund.

Thank you for your understanding.

Best regards,

PANDA - BC.GAME

Have you contacted my bank regarding the same. Last time they told me that it has been credited to Merchant.

This is not the resolution, I have provided all the relevant proofs. If merchant has not received, ask merchant to send me the email with my name, utr number mentioned has not received 10000 rupees, so that I can show to my bank in order to enquire further. See, I need something for the refrence, I will also file complaint in RBI against the same, this is my hard earned money and cannot let it go easily. Email me the statement of Merchant

I don't need your efforts, things work on proofs. Onus goes to bc game now to prove we have not received the funds, just send me an email that we have not received the funds, my bank has shared me the utr number and all relevant details. I want some thing for the refrence, so that I can show to bank that it has not been received.

See, its a problem from Merchant banks end, you can't say we are unable to locate. Fix your issue, trust me you are disappointing your players. I am sure this is your fault. I had experienced the same issue earlier, after taking 2 months, bc apologized for the same and funds were credited to my account. Please re check l, ask merchant to check their business account. Its not possible, please.

Dear PANDA,

could you please comment on the assertion this is a recurring issue? Are there any obstacles in resolving the issue on this occasion?

I have also raised complaint at trust pilot for my deposit. On checking they found its an issue from merchant banks end. Kindly see the reply from them, and here Mr, panda is saying we are unable to locate the funds. Tomas I am sharing the pictures for your refrence

Hi,

As stated on another platform as well.

You can upload these documents directly here as well. PDF statement showing the name, account number, ifsc code from the date of transaction till today + a video proof for same dates. (Dates need to be same on video and pdf documents. From the date of transaction till today)

Steps to follow for video proof:

1. Prepare two devices: use one for executing the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is visible at all times.

2. Navigate to Google Play or the App Store on the first device.

3. Locate and launch your bank or payment service app by searching for it in the store.

4. Log into your banking app, making sure to conceal your password during the process.

5. Access and display your profile or account details, including the account name and number.

6. Proceed to the transaction history section and present the most recent transactions, covering both incoming and outgoing payments that correspond with the time of the purchase. These should be in the same currency and from the account used for the transaction.

7. To highlight a particular payment, select it from the transaction list to show its details.

8. Provide comprehensive information about the selected transaction, including the total amount with currency, sender/receiver's name, their account number, transaction date and time, and the current status.

Best Regards

PANDA - BC.GAME

How many times I have to send the vedio proof and bank statement. I will send again huh

Dear panda,

Shared the necessary proof, hope this will work.

According to the email from Panda from BC.Game was sent on Friday, the issue seems to be resolved.

Dear moinshafi5,

Could you please confirm your funds were credited to your casino account? May we consider the issue resolved?

Yes, resolved. Thank you to all team.

Dear moinshafi5,

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 and BC.Game Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru