The player from Estonia had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received at that time. The Complaints Team had advised her to wait at least 14 days after requesting the withdrawal before submitting a complaint. The casino had confirmed that the withdrawal was processed. After extending the complaint resolution period by 7 days, the player confirmed that she received her winnings. The issue was subsequently marked as resolved by the Complaints Team.
BC.Game Casino - Player’s winnings haven’t been received yet.
Amount: €220
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
BC.Game Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
All was good until i want it to withdrawal 220€.
It’s 4 days when withdrawals is canceled. Support live assistance speaks every time different story, even if u write long text what is about. On Thursday live assistant Gio (4 days back) :
I have successfully raised your concern with our dedicated team, and rest assured this will be resolved as quickly as possible.
Please kindly get in touch here on Chat again in a few hours, there should be an update soon. NOPE SHE EVEN HAVEN’T TEXT ME BACK.
And yesterday Helen writed:
I apologize for any inconvenience this may have caused you, dear. But our team is already reviewing your case and you shall be able to withdraw soon.
QUESS WHAT? Still NO ANSWER!
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8 months ago
Dear katakassu,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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8 months ago
Hi,
As I can check, the user has already done the withdrawal on 25th March around 16:28:17 (UTC) Please let us know if there is anything else we can assist you with?
Best Regards
PANDA - BC.GAME
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7 months ago
Dear katakassu,
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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7 months ago
Dear katakassu,
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,
Kristina
Casino.Guru
