The player from Japan had attempted a withdrawal from BCGAME, but had encountered an error in the memo entry. The player had corrected the error and received a refund from the destination, but the refunded amount did not reflect back in his BCGAME account. The player had reported this issue to the casino's support team. After a series of discussions and exchanges of evidence, the casino had acknowledged the problem and promised to process the refund within 48 hours. However, this timeline was not met, which caused further frustration for the player. Ultimately, the casino had provided a code for the player to claim his refund on their bonus page. The player had confirmed receipt of the refund, but expressed dissatisfaction with the casino's support. We had successfully mediated the complaint and it was then marked as 'resolved'.
BC.Game Casino - Player with delayed refund after withdrawal error.
Amount: 87 XRP
BC.Game Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
I made a withdrawal of XRP from BCGAME. The withdrawal was completed on BC's end. However, the deposit was not reflected for quite some time afterwards. Upon checking the withdrawal TXID, I noticed a mistake in the memo entry. BC starts the memo field with a '1', and I pasted my memo after this, leading to the entry error. I'm not sure why they do this. I contacted my withdrawal destination, they helped me revert and complete the refund process. They were very prompt in their response. Checking the refund TXID, the refund was done to BC's withdrawal address. Since it was refunded to the same outgoing address, it naturally should be deposited back into BC's withdrawal wallet. This is not my deposit address. I reached out to BC support, explained the situation, but it has been 3 days now, and I've been left hanging while they're 'considering' my situation.
Hello 25133412ko,
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? When exactly was this payment processed (the withdrawal request)? When was the last time you spoke to the casino and what was it about?
Please keep in mind that tracking such transaction may take up to 1-3 weeks so I would definitely recommend to wait only.
Looking forward to your answer.
Regards,
Nick
Certified in December 2023
Look at this. This is BCGAME's XRP withdrawal application page. For some reason, this casino inputs 1 in the tag entry field from the beginning. This leads to user mistakes. Isn't it the casino's fault? Due to this mistake, the withdrawal to BYBIT was not reflected. The withdrawal date is March 8th. A collection request was made to BYBIT, and the refund was completed by BYBIT → The refund was sent to the BC withdrawal address. Withdrawal TXID and refund TXID have been submitted to BC.
The final communication with BC was a time-consuming one-off, as the matter was being investigated and considered. I'm wondering what I need to look into. I have never heard of the casino entering 1 in the tag entry field. This is a system on the casino side, and they should admit their negligence.
Hello 25133412ko,
Are you sure that the casino put that error there as if you did enter it manually, the mistake could have been on your side.
Can you also please forward the communication between you and the casino, as well as the communication regarding the reversion of the funds to nikolas.b@casino.guru?
This is the support answer as of March 19th. For the time being, live support is not a conversation. Another team only says verification. It's almost 2 weeks.
Hello,
Please provide me with the following details so I can assist you with the refund:
- Your withdrawal order number.
- A screenshot of the email from Bybit regarding the refund.
- The transaction ID (txid) of the refund.
Best regards,
PANDA - BC.GAME
Withdrawal order number
A-1792954399733440353
Transaction ID (txid) for the refund.
88BC816DFA8F16460B9D6F3A2AB97DB79C95FE0CCF8A0B7656B92646AC160CA0
If you check the refund TXID, you will see that BYBIT returns the funds to this address after collecting them. BC withdrawal address. I explained this to live support, but they don't understand.
I inquired today and received this response. This is a terrible casino. 
Dear BC.Game Casino,
Was the amount refunded back to you or is there anything the player can do to retrieve the funds if not?
Still no refund, no contact. The XRP withdrawal request page that was pointed out was corrected. But that doesn't mean the evidence was destroyed. It is true that the number 1 was entered in the XRP withdrawal request form. It is the casino's fault.
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.
They even replied to me saying they would help me with the refund but I never heard anything back. BCGAME is making fun of people too much. It's obvious that this is a pretty bad casino. It's not worth depositing money here.
Hello,
We apologize for the delayed response. Refunding any transaction that is reversed back to our wallet can take 15-30 days. However, we have fast-tracked this process, and the refund will be processed within 48 hours. We will update you once the refund is completed.
Best Regards,
BC.GAME
More than 48 hours have passed since the response from BCGAME 48 hours ago. No refund has been made. In the first place, 30 days have passed since 3/10. They don't keep their promises, and at least I will never recommend this casino to anyone in the future.
96 hours passed and still no refund
BCGAME "Refunds will be processed within 48 hours"??? Are you kidding me?
Hi,
The user can claim their XRP by using this code on our bonus page:
$[BCGAME-17PZ2N2DS2X5RL5B54PB55Y5D5M]$
Best Regards
PANDA - BC.GAME
I was refunded, but I still don't feel any better. I'm very grateful to casinoGURU for the solution. BCGAME's support is just the worst. I'll never use them again.
Hello,
We understand your frustration, and we apologize for any inconvenience caused. Refunds typically take time due to the process involved. It's essential for users to provide the exchange/wallet with a memo or correct address for refunds to expedite the process. Additionally, we emphasize on our withdrawal page the importance of filling out the address details accurately.
We appreciate your feedback, and we will use it to improve our processes and make them faster in the future. We strive to ensure that such issues are minimized, and we hope you won't encounter similar challenges going forward.
Best Regards,
PANDA - BC.GAME
Dear 25133412ko,
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
