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

Hi,

On 22nd Dec 2024, I deposited 10001 INR using UPI option.

Transaction was successful from my end and funds got deducted from my account, but never got credited to casino account, I raised complaint multiple times, provided all proofs but they say that funds are not with them. I have connected with bank and they also confirm that transaction was successful from our end and funds are sent to merchant account.

They asked to wait for 7 days for automatically funds get returned to my account, but as I stated above based on banks confirmation that transaction was successful and funds are with casino merchant.

I will like you guys to kindly help me fixing this.

I am attaching

Successful transaction receipt screenshot

Statement from date of transaction till date

Bank email that clearly state that transaction was successful

Let me know if anything more is needed.

Regards,

AM.

Dear anupam,

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

I would like to warn you, that If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or refunded back to your bank account. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

• Could you please advise if it was your first deposit using this payment method in this casino?
• Has the deposit been recorded in your deposit/cashier history in your casino account? What is the status of the deposit (successful, pending, etc.)?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

I have multiple times deposited using same payment method. I have attached transaction details.

Plus as you can see that they have asked me to check with bank to confirm that transaction was successful from my end then they would look further, which I did, I provided email which I have attached here as well to live chat support, but they are not listening to me, 7 days time frame already passed they are not working at all, I am providing all proofs but they are just ignoring all of it.

In addition I am attaching live chat support screenshot, from ticket appeal comments you can see that they told that if my bank confirm that transaction was successful from my end and provide bank response they will look into it, I provided it to live chat, but they are being ignorant of it and not responding

Want to add one more thing. Below is the response of appeal ticket that was provided to me

"The payment has not been received yet. Unsuccessfully transaction the bank will automatically return to user's bank account after 7 days. Please inform the user to check the status with the bank. When bank confirms status success, user didn't receive the refund, please provide the bank confirmation record and latest bank statement for us to further verify with the merchant. Batch Closed"

If we read what it says

7 days passed, no refund

second I provided bank email that transaction status from my end was success

provided latest statement

But casino live support just copy paste below response and not helping or checking document/proofs which was asked for.

"We are excited to share that the merchant has completed a thorough investigation of your order and has reached a final resolution. Unfortunately, we are unable to create any additional tickets at this time as the investigation has been completed. For further assistance, we kindly suggest reaching out to your bank. We appreciate your understanding and are here to help in any way we can."