The player from Japan had had an issue with a deposit not reflecting in his casino account, despite his bank having confirmed the transaction. After several live chat consultations, the issue had remained unresolved. We had advised the player to contact his payment provider for an investigation, as the casino had had no control over the issue. The casino had requested additional details about the deposit for further investigation. Upon receipt of this information, the casino had confirmed that the transaction had been successfully processed and credited to the player's account. The player had acknowledged that the deposit was successfully made. We then marked the complaint as having been resolved.
BC.Game Casino - Player's deposit not reflected in account.
Amount: ¥15,000
BC.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
Public
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1 month ago
Translation
The deposit I made on the morning of 3/25 has still not been reflected in my account.
I have consulted the live chat numerous times without any progress, so I am now turning to you, GURU.
I have also inquired at the bank and they confirmed that the money was indeed deposited into the casino account.
Please, I need your help.
Automatic translation:
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1 month ago
Dear ko.1,
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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1 month ago
Hello,
To assist you further, could you please provide additional details about this deposit, such as the order number and payment proof? This information will help us investigate and resolve your issue more efficiently.
Best regards,
PANDA - BC.GAME
Sensitive attachment
Sensitive attachment
1 month ago
Translation
This is it please
Edited
Automatic translation:
Public
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1 month ago
Thank you for sharing the details. Upon review, I can confirm that the transaction has been successfully processed and credited to your account. Should you have any further queries or require assistance, please do not hesitate to let me know.
Best Regards
PANDA - BC.GAME
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1 month ago
Translation
The deposit was successfully made.
thank you
Automatic translation:
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1 month ago
Dear ko.1,
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
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