BC.Game Casino - Player’s winnings withdrawal remained uncredited.

I've been playing with the BC Game casino for a while and everything was going perfectly until March 12th. On that day, I made two withdrawals which were supposedly successful.

However, the funds never arrived in my account and they asked for my bank statement to confirm that the money hadn't been received. I provided my March bank statement, but they still insist they need the most recent bank statement. However, my bank doesn't allow me to access the April statement yet because the month is still ongoing. I've sent screenshots of everything, but according to them, the withdrawal was done on March 12th and in all of March there is no deposit into my account with the corresponding amounts. I attach pictures as evidence.

Hello rocervus,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Nick, thanks for the response. Since February 22, my account has been verified with them and I have never had any problems. Even after what happened I continued playing with them and I have been able to make my winnings without a problem.

But the casino refuses to file a report of those withdrawals without the April statements, even though the withdrawals were made in March.

I already gave them options where I send them a photo of April's movements with screenshots but they just keep telling me that without the April statement they cannot investigate.

Yesterday was the last day I spoke to their support team again and they told me the same thing as a repeater.

The money I won was with real money and not with bonuses, the detail is that it is the problem of the stp intermediary and if they were to review the transaction they would realize that that money never reached my account.

Hello,

Can you please provide the order number of this withdrawal and if there was any ticket created by our live support? If yes, then please provide the ticket number as well. We will look into it and assist you further.

Best Regards

PANDA - BC.GAME

Hello, thank you very much for the response. The ticket was not created because live support only repeated that I wanted a statement until April, as I mentioned it is impossible since the month is in progress and my bank cannot give it to me until the end of April. The withdrawals mentioned were made at the beginning of March and please provide the March bank statement.

Provided you with order numbers and photos for you to see.

F-1793371157911235663

F-1793371138467979532

If you create a ticket and review, you will realize that the money never arrived in the account. I'm not saying that it is directly your problem, but perhaps the stp intermediary,

the problem is that their live support refuses to open the ticket and investigate. I gave them the option of giving them photos of April's movements but they only answered the same thing.

I did share the March bank statement with you, and there it is clearly seen that the withdrawals never arrived despite saying they were successful in their system.

Thank you for providing the order numbers. It appears that the payments were successfully processed from our end. However, if you're stating that you haven't received them, we will need to contest these payments with our merchant. For this purpose, we require a bank statement. If your bank cannot provide a statement until April, perhaps you can provide a video proof of this statement using the details below:

Steps to follow for video proof:

1. Prepare two devices: use one for executing the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is visible at all times.

2. Navigate to Google Play or the App Store on the first device.

3. Locate and launch your bank or payment service app by searching for it in the store.

4. Log into your banking app, making sure to conceal your password during the process.

5. Access and display your profile or account details, including the account name and number.

6. Proceed to the transaction history section and present the most recent transactions, covering both incoming and outgoing payments that correspond with the time of the purchase. These should be in the same currency and from the account used for the transaction.

7. To highlight a particular payment, select it from the transaction list to show its details.

8. Provide comprehensive information about the selected transaction, including the total amount with currency, sender/receiver's name, their account number, transaction date and time, and the current status.

Best Regards

PANDA - BC.GAME

Hello, I already have the video and the bank statement, it just won't let me upload it here.

Is there an email to which I can send all the information?

Hello, I have already managed to upload the video, I am sending a link to the video where everything requested is shown.

Hello,

We have connected with the payment provider and filed a refund case with them. And we have already refunded both payments back to the user's account.

Please let us know if we can assist with anything else.

Best Regards

PANDA - BC.GAME

Hello rocervus,

Can you please confirm that the money has been returned to you?

That's correct, the money was refunded to my account and I was able to withdraw successfully. Thanks for the support.

Dear rocervus,

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