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

My withdrawal details are

Order Details:

Withdraw Amount: 1830.00000 INR

Order ID: F-1802817466012080603

Status: Success

Fee: 86 INR

Created Time: 6/25/2024, 1:01:54 PM

Amount success but didn't credited in my bank account. Customer support is saying that payment is done by their end. But where is money then ?

Dear ItzKunwar,

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

Dear ItzKunwar,

Have you received your withdrawal from the casino yet?

No, I didn't get my amount in my bank yet. Waiting and waiting on. Please help me

Thank you ItzKunwar for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks.but we need to talk to bc game, don't you think

Hi,

Please provide order number, bank statement from the date of transaction till today and also a video proof Please follow the guidelines for video proof, as mentioned below. You can send this video to panda@bcgame.com Please also mention the link to this complaint for verification.

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

Greetings all,

Thank you, BC.Game Team, for your response.

Dear ItzKunwar,

From now on, I will assist you with the case.

Can you go through the casino's post above and provide them with the requested, following the instructions?

Please let us know once it is done.

Looking forward to hearing from you.

Thank you for your response and additional information, ItzKunwar.

However, your post does not contain any relevant detail or confirmation that you followed the casino representative's instructions above.

So, once again...

"Can you go through the casino's post above and provide them with the requested, following the instructions?

Please let us know once it is done."

Please note if you fail to fully cooperate and follow the casino's instructions, or provide us with irrelevant information again, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you after providing the casino with all the requested.

I don't have time to record all that for just to prove. I have done this many times and I am tired now. I have talk to my bank and bank said amount return to merchant because he input a wrong account number. I am attaching mail sent by bank

Dear ItzKunwar,

It is not only the casino that is obliged to cooperate in resolving players' complaints. Players are also obliged to fully cooperate in resolving their issues. I believe there is a justified reason why the casino asked you for all the requested documents and video.

As I warned you in my previous post - unfortunately, we are forced to reject this case because of a lack of cooperation on your side. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

Once you change your approach and find some time to provide the casino with all the requested, feel free to request reopening this complaint anytime or contact me via email (branislav.b@casino.guru), and we can look into it again. I believe it should not be a problem to provide the casino with the requested documents/video, especially if there are disputed funds you would like to get.

Thank you for understanding.

Thank you very much, BC.Game Casino team, for cooperation and help so far.

Best regards,

Branislav, Casino.Guru