The player from Mexico had mistakenly sent a withdrawal from BC.game to Bybit with an incorrect memo. Bybit had managed to recover the funds but returned them to BC.game. The player had reported that BC.game was not crediting his account with the returned funds. After a series of communications between the player, the casino, and the complaints team, the issue had been resolved. BC.game had provided a code for the player to claim his refund. The player had expressed satisfaction with the resolution and the complaint had been marked as 'resolved'.
BC.Game Casino - Player's winnings are not being credited back by casino.
Amount: 79 EOS
BC.Game Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, what happened is as follows: I withdrew approximately 79,396 EOS from BC.game and sent it to a bybitdeposit address with the memo 500066481, which I mistakenly entered instead of the correct memo 500066841. Realizing this, I proceeded to open a ticket with bybit to recover the misplaced EOS, an option they provide for such instances. Fortunately or unfortunately, they did indeed recover the assets but they always return them to the sender account, in this case, BC.game. They provided me with the TXID of the return transaction to the aforementioned EOS wallet, deducting only a 0.5 EOS handling fee. I then contacted BC's support to credit these EOS to my account for me to use or withdraw as I please, but they have neither done so nor provided me with coherent responses, essentially, they are attempting to take possession of my funds.
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2 months ago
Hello ElprofeMillo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever withdrawal through this method? When was the last time you spoke to the casino and what was it about?
Please note that it might take some time for the casino to locate the refunded money and to pair it with your account so I would definitely give them a week or 2 to resolve the issue.
Looking forward to your answer.
Regards,
Nick
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2 months ago
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The summary is correct, just as it happened.
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2 months ago
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Hello Nick, thanks for the support, regarding your questions, I tell you that my account is not verified because their verification program has rejected it. I contacted support and they did not give me help, I sent an email to kyc@bcgame.com and they didn't give me a solution either, I would still like help with this KYC issue, the second question is NO, I have already made other withdrawals by this method and also a few dozen deposits from that wallet, I spoke with them since the 18th February and these have been their responses:
- I regret to inform you that we cannot issue refunds for transactions that have already been sent to the receiving address you have provided to us.
- Upon checking of our Relevant Team regarding your transaction it is already refunded back to your account.
- Please contact your receiving wallet! 😀
- You can contact your wallet provider for further assistance
- We are sorry sir, but for now please try to contact your portfolio support desk who will be able to assist you in this regard. Please contact them Thank you.
- Once the status is correct we have nothing to do about it, the funds have already been sent to the receiving address you provided.
- Please always check the details entered before continuing with your deposit or withdrawal to avoid the same problem in the future.
- Please ignore my last message sir, Upon verification, the funds have already been sent from our end however your receiving wallet support will be able to assist you in this regard. Please contact them Thank you.
- Contact your receiving wallet. Thank you
- Please check the details you enter to prevent this from happening again.
Those are the final answers, if you use screenshots of the conversations, I will gladly send them to you or if you use the entire conversation, I will also gladly provide them to you.
Kind regards
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2 months ago
Hi,
Please provide more details so we can check this and help you further:
- Provide the order id of your withdrawal
- Provide the transaction id of the refund
- Screenshot or email copy of the conversation with bybit
Best Regards
PANDA - BC.GAME
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2 months ago
Hello ElprofeMillo,
Please reply to the casino and provide them all the requested information as soon as possible.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello, thank you very much, of course I sent you the required information.
1. Order withdrawal:
A-1791139877879096526
2. Refunded TXID: 4a629388317c81f384d44297982f8c2c134316256efacb65de2f24f5fc8a940c
3. Conversation with Bybit:
Dear Bybit trader
Thank you for contacting Bybit Support.
After verification, we are pleased to inform you that your lost tag auto-recovery request for EOS (https://bloks.io/transaction/e8b4fb228c0fe07cd84aefcfa6bf8284ec7f3fad0ea74aabb516bac054c638ee) has been successfully refunded to the sending wallet address on Feb-18-2024, 07:43:12 PM MT.
TXID refunded- https://bloks.io/transaction/4a629388317c81f384d44297982f8c2c134316256efacb65de2f24f5fc8a940c
You can check the shipment status on the Asset Recovery Page for more details. If you have not received the asset, please provide the TXID to the customer support team of the receiving wallet or respective exchange for assistance in this matter.
Please feel free to contact us again if you need help. Thank you so much.
With a cordial greeting
Bybit Support | Help Center
I send screenshots of what is required.
Kind regards
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2 months ago
Dear BC.Game,
Were you able to locate the player's balance which got refunded?
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2 months ago
Translation
There is only 1 day left for bc.game to respond. It's too bad that they don't pay attention to their reputation and take care of their clients.
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2 months ago
Hello,
Your issue has already been forwarded to the relevant team. However, resolution may take time as we need to authenticate the transaction and complete proper verification. We do not accept refunds to addresses without the correct memo or sent to the incorrect address. Unfortunately, we must wait until everything is clarified. We will keep you updated with further details.
Best Regards,
BC.GAME
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2 months ago
Dear BC.Game,
The timer will be prolonged by another 7 days. Please let us know in case of any further updates.
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1 month ago
Translation
It is so difficult to locate that transaction with Blockchain technology being so transparent and traceable!!!
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1 month 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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1 month ago
Hello,
First of all, we would like to apologize that this took time. Here is the code that the user can use to claim their refund. code can be claimed at https://bc.game/bonus
$[BCGAME-1FT7DICXS75GE3BLBK5MIN4SVGI]$
Best Regards
PANDA - BC.GAME
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1 month ago
Translation
Thank you very much BC for the code and thank you very much casinoguru for the help in this case. Greetings and blessings to both of you.
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1 month ago
Dear ElprofeMillo,
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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