BC.Game Casino MX - Player claims that payment has been delayed.

withdrawal showing succesfull but not credited in my bank account

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Dear ab12,

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

My kyc is completed

and i have not played from bonus money

i have bank statement also i can send it to you

Dear ab12,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello sir my withdrawal has not been recieved

i submitted ticket on my bc game and send them statement but they failed my ticket 2 times

they have not given me any withdrawal please help me i want my withdrawal fast

i can send you my bank statement and all things you need

Dear ab12, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please attach a screenshot showing the status of your withdrawal in your gaming account?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

i have send all documents on your mail please check that

i have send all documents which you were needed i have send on your email

i am waiting please check

Dear ab12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello ab12,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from BC.Game Casino MX into this conversation.

Dear BC.Game Casino MX,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

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.

when will my money get refunded

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contacting the Gobierno de México – Official Government Header Gaming Authority itself https://www.gob.mx/. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (karla.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Karla Mayfly

We’ve reopened this complaint at the request of BC.Game Casino MX. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ab12,

Upon review, the refund from that time has been processed. Have you received it?

Dear ab12,

Thank you for your patience.

The casino has informed us that the refund was processed. Could you please confirm whether you have now received the funds in your bank account?

I look forward to your reply.

Karla

i have not recieved any refund from them

i have checked my game account also my bank account not any refund given

i can give my bank statement if u want

i can send bank statement i have not recieved any payment

please check that utr payment belongs to which account number they have sended the money i have not recieved a single penny and now they are telling that we have refunded the money

you can check when our casino ticket closed few months ago the reason was that the merchant has sended money to the player

i am sending you the statement of full month of october 2025

you can check not a single penny has come from there side they are sending anyothers utr number

there is no option for statement send

please give your mail so i can send you bank statement

of full month

i am unable to send pdf here they are not working here please resolve this matter

Dear ab12,

Thank you for your update.

Please send your complete bank statement for the relevant month to my email at karla.m@casino.guru. This will allow me to verify whether the transaction was credited to your account or not. If possible, please ensure the statement covers the entire month during which the alleged refund was processed.

Dear BC.Game Casino MX,

To help us clarify this matter, could you please send me the payment transaction details directly to karla.m@casino.guru? In particular, I would appreciate any evidence available from your payment provider, including the beneficiary account details (where possible), the transaction confirmation, and any information that would help verify that the funds were sent to the correct account.

Once I receive both the player's bank statement and the transaction details from your side, I will compare the information and continue investigating the case.

Thank you both for your cooperation.

Karla

ok sir,mam

i will send full month statement to your mentioned email thank you

i have sended please check

i have sended mail from bhatajmal96@gmail.com

please check

Dear ab12,

Thank you for sending your bank statement. I have received it.

I have one more request. Since the casino claims that the transaction was processed on 31 October 2025, is it possible for you to also send me your bank statement for November 2025?

In some cases, although a transaction is initiated at the end of a month, it may only appear in the recipient's bank account in the following month. I would therefore like to verify whether the payment was credited during November.

Thank you very much for your cooperation. I look forward to receiving the additional statement.

Karla

No worry mam i have send both months=october and november statement please check on your mail

Dear BC.Game Casino MX,

Thank you very much for your cooperation.

I have carefully reviewed the player's bank statements for the relevant period. However, I am unable to locate the incoming transaction corresponding to the alleged refund.

To help us clarify this matter, could you please provide the transaction details from your side, along with any supporting documentation confirming that the funds were successfully transferred to the player? In particular, I would appreciate:

• the payment confirmation or receipt issued by your payment provider,
• proof that the funds were sent,
• any available transaction details showing the beneficiary account or other information that would allow us to verify that the payment was sent to the correct recipient.

This information will help us determine whether the funds were successfully transferred from your side or whether further investigation is required.

Thank you very much in advance for your cooperation.

Karla M.

Dear Karla,

The relevant documents have been sent to your email address

Dear, BC.Game Casino team

Thank you for providing the payment receipt.

I can confirm that the beneficiary details shown on the receipt match the player's bank account details. However, after reviewing the player's bank statements for both October and November 2025, I am still unable to locate the incoming credit of ₹50,000.

Could you please contact your payment provider and request a payment trace or confirmation that the funds were successfully settled to the beneficiary's bank account? If available, please provide documentation confirming the final settlement status or the outcome of the payment trace.

If the payment was returned or failed after initiation, please let us know as well.

Thank you for cooperation, Karla M.

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ab12,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla