BC.Game Casino - Player's deposit has not been credited.

Sir i made a deposit of Inr 20000 on 4th april 2024 at 9:17 Pm on bc game.. the amount got deducted my bank and tansaction shows successful, but after contacting live support of bc game and raised many tickets,, they reply with ticket failed and reason that merchant has not recieved the amount yet. Please help

Dear sheikhadi999,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Mam thankyou for looking into my case. I have made a charge back complaint in my bank on 11-04-2024 regarding this, they said wait for atleast 15 days untill we provide you status about transaction, on 24th of april bank officials replied that my complaint is rejected as the funds has been reached to merchant and transaction is successful. So the onus is on Bc game, sometimes merchant gives false information to the bc game.. i have provided the bc game all proof they need, yet they are unable to resolve this issue

Furthermore this is not my first transaction into this casino app,, if a player is providing correct information and never done any wrong doings in this platform, they should respect the player and help to resolve his problems in any case

Any update mam

Thank you very much for your reply, sheikhadi999. Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

The merchant has requested that we need statement from the date of transaction till today and also a video proof Please follow the guidelines for video proof, as mentioned below. You can send this video to here in the thread or you can send it to panda@bcgame.com

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

Dear sheikhadi999,

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.