BC.Game Casino - Player’s deposit is delayed and not processed.

I made a deposit to BC games on 4 nov 2024. Initially it was in process despite money being debited from my account but the transaction is complete now and the merchant has received my money but my money has not been deposited to the game. And the live support isn’t responding at all.

I hope my problem is solved asap and my money is deposited.

Order Details:

Deposit Amount: 4000 INR

Order ID: F-1814816499524907914

Status: Processing

Created Time: 04/11/2024, 23:41:24

I have not received my payment which i have done on 4th November it is showing success in the wallet the amount is 4000...I contacted my bank they said that you have not received any transaction. If you want i can provide my bank statement to you. Hope you will resolve my problem as soon as possible

Dear tanuo9567, 

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

I already open ticket to support and they said theres no transaction about my deposit, how come? I have the screenshot of my trasaction from my bank to your third party, partner or whatever it called. And i already open second ticket to support it was 3 days ago and still I didnt find the answer or solve my problem.

Deposit not reviewed in my account and successfully debited from my bank account not received any refund some months back I didn’t received withdrawal too i contacted on live support still not recieved and today my deposit not recieved look like bc game is scamming people deliberately. And also one more deposit 7000 but not received in my bc account... now You tell me what can i do ??

Thank you for your replies.

Please send me the following documents for our investigation:

• screenshot of your deposit history in your casino account
• payment receipts for the deposits you made but were not credited to your casino account
• bank statement from the date you made the first lost deposit up until today
• communication with your payment provider as well as the casino regarding your lost deposits

My email address is veronika.l@casino.guru. Thank you for your cooperation and patience.

Hi,

Please provide the order number, bank statement from the date of transaction to today, and a video proof. Please follow the guidelines for video proof, as mentioned below. You can send this video to panda@bcgame.com. Please also mention the link to this complaint for verification.

Steps to follow for video proof:

1. Prepare two devices: one to execute the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is always visible.

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 and 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 in currency, sender/receiver's name, account number, transaction date and time, and current status.

Best Regards

PANDA - BC.GAME

Dear tanuo9567,

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.

Dear tanuo9567,

Thank you for your emails.

Have you submitted a video proof to the casino as instructed by the casino representative in this complaint thread? Please let me know.

Dear Panda,

Thank you for reaching out to us and providing the player with clear instructions on the next steps.

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.