BC.Game Casino - Refund not returned to player's account.

Hello,

i have withdrawn 548 BCD (in house currency. Equivalent to USD or USDT) to my Crypto.com deposit address.

I forgot that crypto.com does not offer BCD deposits, so they send it back to the senders wallet (back to BC.Game)

Link of the refund: https://etherscan.io/tx/0xec52528327847a536da46c7a28317296384b4780c8cacbda23b68168b30a904c

The problem now is, that BC.game has not credited the refund back into my account. They have been aware of this case since 27. October.

My personal VIP host is always making some excuse as to why they haven't sent it back yet, etc.

Dear NielsGambling,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is it possible to reach out to Crypto.com's customer support?
• Can you confirm that the funds have indeed been refunded from your e-wallet to BC.Game?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent you an email.

Thank you very much, NielsGambling, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello NielsGambling,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

Can you please provide more information on why the player has still not received the refund?

Hey NielsGambling,

Can you please provide me with the withdrawal order number and a screenshot of this withdrawal. Will have a look into this asap.

Best Regards

PANDA - BC.GAME

Please see the attached screenshot.

The withdrawal ID is: A-1777086833816432315

The withdrawal has been refunded to the sender's wallet 34 days ago.

Let me summarize the way that the funds took:

Withdrawal from BC.Game to the Crypto.com wallet: https://etherscan.io/tx/0x5b61a8464eb45138d16201927a94bd49a2ab822f83cc58b5bfc719d8808eb0f5

Crypto.com sending the deposit to one of their other wallets: https://etherscan.io/tx/0x757bc4ae5492436031c5d77346dfb3ac190ac802e5c8eff59a2b4d7f5b163441

Crypto.com sending the funds back to BC.Games withdrawal address: https://etherscan.io/tx/0xec52528327847a536da46c7a28317296384b4780c8cacbda23b68168b30a904c

Hi,

Thank you for providing the details. This is noted and being checked as we speak. Once the transaction is confirmed by our finance team, we will have these BCD added back to your account asap.

Just a note: BCD is currently available on Metamask, trustwallet, atomic wallet, mew, and you can swap BCD using our platform swap feature to many other currencies such as USDT, BTC, etc.

Best Regards

PANDA - BC.GAME

Thanks. But still a shame that this is my second complaint with you. Otherwise you won’t react…

I completely understand your concerns and want to assure you that we are actively addressing this issue with our host. We're committed to ensuring that such oversights do not recur in the future. Your experience is important to us, and we are taking steps to improve our service and communication.

Best Regards,

PANDA - BC.GAME

Thank you.

Dear NielsGambling,

Can you please give me an update if you have received the refund?

Yes, they finally refunded it.

Great news, NielsGambling. I'm glad to hear that you finally successfully received your refund.

Can we consider your complaint resolved, or can I be of any assistance with anything else?

Yes, solved

Thank you for the confirmation, NielsGambling.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru