BC.Game Casino - Player’s deposit is delayed.

Dear manjunathbr19899,

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

This is not my first deposit. I have encountered this issue in the past as well and it got resolved using similar casino review site. They asked for the bank statement, video record of bank app and then the money was credited to the bc.game account. This is a similar situation because payment is not pending nor failed , it was a successful transaction.

Thank you for your reply, manjunathbr19899. Have you contacted the bank/payment provider as I suggested in my previous message? If you have, please forward all the communication between you and the bank to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I am writing this with immense frustration because of extreme ignorance by bcgame account. They are saying that the deposit voucher has been used for some other order id (Someone else's account). I have the payment proof (deposit voucher, bank statement, Live video recording of the bank app). Please do note that bcgame support has not helped me in this matter and they said they can't do anything. This raises the question whether our money is safe on that website. I require your help in this matter else these INR merchants will keep stealing money

Hello,

Please provide order number, payment receipt, bank 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 and other proofs to panda@bcgame.com Please also mention the link to this complaint for verification.

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

manjunathbr19899, please follow the PANDA's instructions, provide the required information, and please update us about any further developments. Thank you very much.

Hello,

I will be sending the video and pdf in few hours. Also my account has been locked so I am liasing with the bc.game team to unlock it. Please keep this complaint active

Please, let us know when you send the required information.

Dear manjunathbr19899,

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.