The player from Cuba had deposited 59.99 xlm into BC.GAME casino but it hadn't been credited to his account. He had provided video evidence and opened a support ticket, but had received no resolution within the stated deadline. The casino later explained that the issue had occurred due to the absence of a memo while making the deposit. After addressing this, the casino had credited the deposit to the player's account. The player had confirmed the resolution of the issue, leading us to mark the complaint as 'resolved'.
BC.Game Casino - Player's deposit has not been credited to his account.
Amount: 59 XLM
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
10 months ago
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10 months ago
Translation
On Friday, February 9, I deposited 59.99 xlm into BC.GAME casino, which has not been credited to my BC wallet. I have proof that the transfer was made correctly and not credited. I reported the issue to the support staff and a ticket ID:5892807 was raised where the problem was supposedly to be resolved within the next 24 to 48 hours. The deadline they asked for to resolve the issue has passed, and they have not given me any answers. They requested a video where I was supposed to display my user ID and where I was supposed to make a transfer of a smaller amount to the wallet again to verify that the transfer was coming from my wallet, and I did so. I also sent the
Txid: 087a6a677b57482de52d3f519c10d9e343cc15c783da9b25d5208c88ec204241
Of the transfer where it is clearly seen that the transaction was confirmed and received at BC.GAME. I also sent screenshots of my wallet and BC's wallet as they explained, yet they have not responded.
I hope you can assist me with this matter as soon as possible, friends. I will be grateful.
Automatic translation:
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10 months ago
Dear Reynaldovg2023,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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10 months ago
Translation
Thank you Verónica for your excellent attention. Today I will contact support again to see what they have done about it and I will let you know.
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10 months ago
Hi,
This is due to the memo not being mentioned while making the deposit. I would request that the user be careful next time while depositing such coins, which requires a memo.
This deposit has been credited.
Best Regards
BC.GAME
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10 months ago
Translation
Thank you for solving the problem, we will be waiting next time
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10 months ago
Dear Reynaldovg2023,
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,
Veronika
Casino.Guru
