The player from India had deposited 500 INR using UPI payment, but the funds were not credited to his casino account despite the transaction being successful. He had made several unsuccessful attempts to address this with the casino and his bank had confirmed the transaction was successful. The player had provided the necessary documents and screenshots as proof of transaction. The casino, after reviewing the provided documents, had claimed that the transaction was not received by the merchant. The casino then asked the player to get an official letter from his bank, after which they would investigate further. However, the issue had been resolved and the player was credited with the amount, hence, the complaint was marked as 'resolved'.
BC.Game Casino - Player's deposit not credited to casino account.
Amount: 500 INR
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
I deposited 500 INR using UPI payment method to the casino on 10 january, 2023, deposit went through, but funds were not credited to my account, I submitted successful UPI transaction screenshot and UPI reference number as per casino submit complaint procedure. I waited now they said that it did not came through. Multiple times ticket was failed, I have approached the bank and they told me that transaction was successfull. Bank has issued the bank statement with reference I'd. The order I'd is F-1787703171065099307 and the reference code for the transaction is 437624424397. Please help with this.
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10 months ago
Dear moinshafi5,
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 which takes approximately one month. In these cases, 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.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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10 months ago
Thank you. Let me know, if you require any proof in relation to transaction. I have all the documents inuding UPI payment screen shots, bank statement issued by the bank
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10 months ago
Hi,
Could you please provide a complete screenshot of this UPI payment? Additionally, please send us a PDF of your account statement for the period from January 9th, 2024, to January 17th, 2024, which corresponds to the account used for this payment.
Best Regards,
PANDA - BC.GAME
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10 months ago
I am unable to share the details here. I have shared the details on support@bc.game.
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10 months ago
Hi,
Please provide the details here; you can simply upload them as they will be hidden from public view. Alternatively, you may reforward the information to support@bc.game and cc panda@bcgame.com.
Best Regards,
PANDA - BC.GAME
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10 months ago
Dear BC.Game,
Please let us know in case of any update after reviewing the player's forwarded documents.
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Hi, We have followed up with the merchant, but unfortunately, this transaction has not been received by them.
Please reach out to your bank and ask them to send us an official letter with banks stamp on their letterhead that clearly states the UTR number shared in the screenshot provided, your bank account number, name, doesn't receive these payments. Once we receive and authenticate this letter, we will investigate this case further.
Best Regards
BC.GAME
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10 months ago
Dear moinshafi5,
Please let us know once you provide the requested documents to the casino.
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9 months ago
Dear moinshafi5,
Can you please advise if there are any news from your bank since your last post?
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9 months ago
Dear moinshafi5,
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.
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9 months ago
Hi,
This is fixed. The user has already been credited with the amount.
Best Regards
BC.GAME
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9 months ago
Dear moinshafi5,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
