BC.Game Casino - Withdrawal of player's winnings has been delayed.

I withdrew a payment of 6226 JPY to an international bank, which rejected the deposit. The money was returned to the sender, in this case BCGAME, but they did not credit the refund to my account.

I communicated with Payoneer advisors who informed me that the deposit was completely returned to the sender.

I have tried to contact the support team at bc games without success, experiencing extensive delays for a solution.

In addition, I've been requesting a VIP advisor, which, based on my level at the casino, they say I should have. This is not to mention that they previously blocked my account and deprived me of various things that they advertise to provide.

Dear kiki2584,

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

I correct the payment to 4626 JPY

Dear kiki2584,

Have you received your withdrawal from the casino yet?

Dear, still nothing... I'm still waiting

From payooner they insist that the reversal and rejection of the deposit was already made a week ago

I made a claim to support again...it's been 15 days without a solution

Thank you for your reply, kiki2584. Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear, I have not had problems with withdrawals in different cryptos or fiat, in this one I only rejected the payment, and returned it to the casino, I sent the chats with the casino supports

Hello,

I've followed up with our fiat merchant regarding the payment issue, but unfortunately, we have not received any refunds as of yet. To assist in resolving this matter, I have attached the payment slip for reference.

In order to progress further, I recommend that the user reach out to Payoneer's payment support to obtain the receipt for this refund transaction. Having the receipt will be crucial in helping us investigate and expedite the process.

Please do not hesitate to contact me should you require any further information or assistance regarding this issue.

Best Regards,

SAM- BC.GAME

payoneer people request this

Banking information of the client or company that pays you

Provide banking information for { {initiator}}.

Full name of bank account holder:

This field is required

Email address of the bank account holder:

This field is required

Name of the bank:

This field is required

Bank ID:

Bank branch number:

Bank account number:

Hello,

Sure, we will ask our merchant to provide this information. Please share a clear screenshot showing the whole form, or you can screen record it as well, showing that the payeroneer requested this info and what is being requested.

Best Regards

SAM - BC.GAME

Hello,

After a brief meeting with our merchant, we found no refunds or anything yet, but we have resent the transaction again, so you might have already received this new payment. We will connect with Payoneer ourselves for the refund process of the last payment, which they are saying they refunded. Attached below is the receipt for the new payment.

Best Regards

SAM - BC.GAME

Dear, the payment was due to be requested from another account, not to Payoneer...since they do not want to enable the payment

Unfortunately, we can only send to the same account due to security reasons. I think you will need to discuss with Payoneer to let you have the funds and withdraw them.

Best Regards

SAM - BC.GAME

I have another problem second week that they do not give the weekly bonuses both with 40k in usd at 14%

You made the decision to send the funds back to Payoneer without consulting me...at most they credited me back to my account and from there I managed to withdraw them to another account...you decide on your own again and now you go to reject the payment again, it is a double waiting time all due to their incompetence or not consulting before...

The answer that I arranged with Payoneer seems totally out of place to me, since they should have at least consulted me.

Now to complete, they don't pay me the weekly bonuses with important bets,

Now they come out with excuses for not paying the bonuses because they are high amounts, level 41 without a VIP host, with important bets without compliance with the bonuses agreed upon by the platform, one more time and I don't know how many are the non-compliance and the casino's lack of willingness to resolve These issues, I have already complained several times that they do what they want, apparently, I want an answer to know why they do not pay the bonuses that they should pay.

To make it clear that you are not paying the bonuses, look at the monthly bet.

I attach the policy according to what the casino says, which is not complying with $47,000 USD bet, they did not give me a cent, two weeks neither of them paid the weekly cashback....apart from doing what they wanted with my yen

Regarding the yen... they request that information

Hi,

I would request that you open a separate complaint for anything other than the withdrawal issue, as it will completely deviate from this topic of discussion. And regarding the withdrawal, where you are saying we should consult you, as I have stated above, it would have been sent to the same withdrawal method only due to security reasons; we can't send it to any other method. I would ask you to consult with Payoneer and ask them to send an email to support@bc.game for any further queries, and we will be able to assist with this further. Our merchant cannot provide this information due to security reasons. We have provided the payment slip above, which you can provide to Payoneer.

Best Regards,

SAM - BC.GAME

Dear, it doesn't let me make another complaint,...that's why I do it in this same one and I already sent an email to support with the case of the cashback

Dear good afternoon, I contacted the people at Payoneer, they request that you contact them.

CustomerServiceManager@Payoneer.com

VPOperations@Payoneer.com

Thank you for the information, We are going to email them and will keep you updated with this.

Best Regards

SAM - BC.GAME

Question, wouldn't it be less drama, crediting that balance to the casino account? I have another international bank that accepts yen...that's why it bothers me that I wasn't consulted before, and the issue of cashback was never answered.

regarding unpaid weekly cashback

Hello everyone,

Thank you both for your replies.

kiki2584, I would like to emphasize that no casino is obliged to give you any bonus. Unfortunately, we are not in a position to force casinos to credit bonuses, therefore I would recommend that we focus on the delayed payment.

Since it seems that the BC.GAME team has already been working on resolving the issue, I would recommend that we give it a few more days and hopefully, they will get back to us with good news. Thank you for your patience and cooperation.

Hi,

We had a conversation with Payoneer and seems like they not going to allow this transaction. We are going to refund this amount in your BC.GAME account so you can withdraw it using local bank. And regarding other complaint please open new thread once this complaint is resolved.

Best Regards

PANDA - BC.GAME

Hi,

Please connect with Payoneer from your side and ask them to refund the transaction and provide with refund certificate.

Best Regards

Panda - BC.GAME

Any news about this...they did not pay me the weekly cashback again...they did not refund the yen...what a disaster it gets worse...again you see a significant amount in bonus

They didn't pay me the weekly cashback again, the monthly one is approaching...what a disaster

In addition, they make me send a lot of things to come out only with excuses...

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.

Hi, There is no update received regarding the refund from Payoneer, I would ask the user to ask them to send the refund certificate so we can process the refund to user's account.

Best Regards

PANDA - BC.GAME

The refund was requested more than a week ago, it was left up to date and they were told how they requested the contact email so they could manage it from BC game. It was what was agreed upon and the amount was credited to the BC game account, what a disaster they are for God.

Another week going around and they don't resolve anything, in the end agree on the way to proceed, they don't provide a solution, they are going to be 2 months late with this issue

PAYONEER has to refund this amount to our merchant first, then we can refund it to your account. We haven't received any reply or refund from them. As this is your account, you need to be in touch with them and ask them to share the refund certificate.

Best Regards

PANDA - BC.GAME

The refund has already been requested, they provided the ticket number

, the following thing said by you had been agreed upon... I am not claiming anything that you did not say, but as you always do what you want, AM I WRONG OR DO YOU SAY THAT YOU WILL REFUND THE AMOUNT INTO THE BC GAME ACCOUNT???

We would greatly appreciate it if you could provide us with a refund certificate voucher, as discussed last week. This is crucial for facilitating the refund process. I mentioned this in our previous conversation to ensure clarity and avoid any confusion. Let's focus this chat specifically on addressing the complaint at hand to maintain clear and effective communication.

Payoneer requests these data to make the refund, to the payer.

Full name of bank account holder:

This field is required

Email address of the bank account holder:

Name of the bank:

Bank ID:

Bank branch number:

Bank account number:

Dear BC.GAME Team,

Could you please provide the requested information?

The claim is going on for 60 days and we are still going around

I have asked Payoneer for a refund again, they tell me that they have officially made the refund again 60 days ago, they have me going around without a solution.

I reiterated the request for a refund, the people at Payoneer are always willing, I'm still waiting for a good signal from bc game, they have me waiting for an amount that is really insignificant for them but important for me.

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.

We just need the refund certificate voucher from the Payoneer which shows that the refund has been done. This will need only user to send email to payoneer where they can send this image below and ask them to issue the refund certificate. Payoneer will send them the certificate.

I already sent that data to Payoneer and they reject it...they can give a solution now and stop going around...this is because part of the receipt is deleted...could you contact Payoneer directly...previously you requested the email...they said that you requested the refund ..before sending it back to them ..bc Game is not complex ...they credit my account with the damn 4626 yen and settle with Payoneer as they did in the first payment ..what a lack of efficiency. .they have had me for two months without a solution...I have already called Payoneer 3 times by phone, the refund has been made...in a previous message I reported the ticket number...this is already a bad joke for so long waiting for a solution part of you...you paid Payoneer again...you made that decision without consulting...you solve your mistake...

Kristina...casino guru...please let these people from bc Game provide a solution. I have been dealing with this issue for more than two months...otherwise I prefer to close the claim and lose that amount...but rest assured that I will publish everything on Instagram Facebook and how much social network it has...with all the screenshots...they made the second payment without consulting and ask me to fix their mistake...they have me waiting like an idiot...

Regrettably, the situation you're facing with Payoneer is beyond our control. It's essential to understand that this issue stems from your wallet provider, not us or our merchant. As the account holder, it's imperative that you engage directly with Payoneer, as they are the ones hindering the refund process. While we are fully prepared to credit the refund to your BC account, this can only occur after Payoneer has completed the refund to our merchant. We urge you to intensify your communication with Payoneer's support team to expedite the refund. Once you secure the refund certificate from them, please present it to our support team. We assure you that upon receiving this, the credited funds will be promptly reflected in your account. This delay is regrettable, but it's crucial to recognize that the responsibility lies with Payoneer, not with us or our merchant.

But dear, you made the second payment without consulting... I wanted the refund only in my bc Game account and I chose where to withdraw... that error was generated by you in the second payment

Hi, These details have been requested from the merchant will get back to you with the details very soon.

But what I reported before...they reject the reverse because there is a lack of data...but how barbaric so many turns...and not because of me...they can provide a solution once and for all

The Payoneer people inform me that the refund was made

I still have no answers from you bc game you ask me for data that I don't have and I ask you again to kindly solve your error

kiki2584, in the screenshot you posted I only see confirmation that the ticket has been resolved. That doesn't necessarily mean that the refund has been issued. If the payment provider confirmed that the refund was initiated, please post a screenshot with this information here in this thread. Thank you very much.

Dear bc Game, I had to contact you with the missing data, I called payoneer again

Hi, These details have been requested from the merchant we will get back to you with the details very soon.

Nobody got in touch

I'm still waiting...payoneer reports the refund made

Dear payoneer, we inform you that you will make the reversal of the payment in the next 24 hours.

Dear BC.GAME Team,

Almost two weeks have passed since your last message. Could you please get back to us and let us know if you've received the required information from the payment provider? Has there been any news?

Hello,

A refund has been processed to the user's account. We have not yet received any refund from Payoneer. However, we understand that this issue has been ongoing for some time, and it appears that Payoneer may not be pursuing a refund. We advise the user to avoid using this payment method in the future.

Best Regards,

PANDA - BC.GAME

Dear, the balance has been restored...I hope, thank you, I hope that payoneer reimburses bc game normally

Dear kiki2584,

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