BC.Game Casino - Player's deposit is not credited.

I deposited in my bc games account since on the Tuesday 11/07/2023 by 3:50 pm. The money is yet to reflect in my bc games account. i have been battling to get a response from their support system. I have appealed the ticket but its more than 96 hours, still no response. I contacted my service provider , Providus bank, and the money left my account and is no longer in their possession. Attached to this is my transaction Id. 185618 appeal ticket Id given to me by bc games

Dear gonyibo03, 

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 have contacted my payment provider which is providus bank. They told me that the transaction was a successful one. That was even the first thing i did before asking the support team at bc games.

The response from my service provider. sorry i had to reduce the size

Dear gonyibo03, has the deposit been credited to your account yet?

Dear gonyibo03,

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.

The deposit has not come through yet. It is a month already

Please send me the receipt of the payment you made to the casino as well as your bank statement dating from 11 July onwards. My email address is veronika.l@casino.guru. Thank you.

let me do that now thank you

Thank you for your email. Have you sent these documents to the casino as well?

Yes I have done that along time ago

Have you gotten the mail yet

I have received your email, thank you. You stated in your email that the casino generates an account number you should send the money into. Do you have any screenshot of this account, please?

Dear gonyibo03,

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.