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

I made two payments of 5000 Rs of which 1 was successful credited to my account the other one is not successful but the money has been deducted for both. I tried contacting the customer service but to no result. It keeps me giving a link to go and raise a ticket but i have come to no options to raise a ticket. Please help me.

Dear supriyohait1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you clarify if you have tried contacting your payment processor regarding this issue? Was it your first deposit in this casino? Please could you forward the payment receipt and any relevant communication from the casino to tomas@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Thank you for replying to my query.

I have just joined bc games and had made 3-4 transactions till date. On the day of this problem i had made two transactions of Rs 5000 each. One of them got credited instantly. As i played and lost the money in the casino. I wanted to deposit again Rs 5000 and did so following the instructions by bisiting my payment app. As i completed the payment and came back to the bc game page it said payment processing and soon after said failed . The money has already been deducted of my bank account . I had a word with my payment bank they are saying the money has been successfully sent to the reciever's Account. I dont know what to do now.

The screenshots of the payment are as follows

The one that is showing failed:

The 1st payment for that day that got approved:

The page that came on bcgames:

The transaction history for that day on bc games:

The word i had with my payment provider:

This is all the proof i had.

I fully understand your frustration, supriyohait1989. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 27 days to allow the transaction one full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Waiting for an positive response

Could you please let me know if there has been any response from the casino regarding the missing deposit so far?

Dear supriyohait1989,

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.

No response from them. I have made several attempts to talk to the bcgames support. But no response from them

Thank you very much, supriyohait1989, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, supriyohait1989!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello supriyohait1989,

Please confirm your account details as I am not able to locate your account.

Account email :

Account User ID :

Dear supriyohait1989,

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.

Email id - supriyo.hait1989@gmail.com

User id - 17923929

I had a word with them but they arenotgiving any clear reply. I am adding the screenshots of the conversation

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.

Hello,

A deposit via WingsPay merchant was successfully credited to your BC.GAME account. The order number for this transaction is 1772952613415334806.

However, I noticed you also mentioned order 1772954838290126486 via expay INPS. We haven't credited this to your account as we haven't received any funds corresponding to this order. I'd recommend reaching out to the merchant involved for more details. Alternatively, you might want to get in touch with your bank regarding this transaction.

Please understand, the casino can only credit funds that have been successfully received.

Best regards, 

BC.GAME

supriyohait1989, please, confirm that you have received one payment and make an inquiry to the payment provider regarding the other.

Dear supriyohait1989,

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.