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Deposit pending from more than 4 days

I made a deposit on the BC Game platform over 4 days ago. The amount was deducted from my account, but the transaction still shows as "pending" in my BC Game wallet.

I attempted to contact the merchant directly, but their number is switched off and unreachable. I reported this to BC Game support immediately but got no response.

I understand that investigations may take time, but 4 days without any progress or accountability is unacceptable. I have asked multiple times: what happens if you never hear back from the merchant? Who will be responsible for my funds?

This deposit was processed via BC Game’s platform — and as a user, I expect timely support and protection of my funds.

I tried contacting on discord, live support, discord and even telegram but got no response.

If this matter is not resolved immediately, I will have no choice but to report this to consumer protection forums, relevant authorities, and financial institutions for further investigation.

I sincerely hope the BC Game team takes responsibility and resolves this issue without further delay.

Transaction details

Amount: [30021 inr]

Date: [10/07/2025]

Transaction ID: [P_25071070SFNWrRfjeuQLh6G0BW]

Order ID:

[F-1837275659856935472]

Ticket id on live support:

[8813594]

User ID:

[10290336]

Payment method: UPI

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of BC.Game Casino, and this is what I found:

28. FIAT Deposit Issues or Disputes

28.1. For any issues or disputes arising out of any fiat transactions on Our Site, you must formally report and submit such issues or disputes to BC.Game within 30 calendar days from the date of the transaction(s) in question.

28.2. For any issues or disputes received by BC.Game exceeding 30 calendar days from the date of such transaction(s), We will not accept them for resolution and such transaction(s) are ineligible for us to resolve.

28.3. Any attempts to circumvent this rule by raising your issue or dispute in relation to the fiat transaction(s) beyond the 30 calendar days period on a public complaint forum of any website, whether online or otherwise, will not change this.

28.4. BC.GAME will not be able to assist any issues or disputes submitted beyond the stipulated timeframe. There are no exceptions to this rule.

To better understand your case, could you please clarify the following?

• Have you contacted the casino on Discord, where they have a dedicated support channel for fiat deposit issues?
• Has the casino customer support suggested any specific documents needed to track and credit your deposit?
• Have you successfully made any previous deposits to this casino?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes i contacted the discord but got no solution

i gave every document still they gave no solution

earlier i used ti get the deposits but this i have not got it i think the payment provider is a scam but the bcgames team is responsible for him

Hello,

Our Discord support has already notified the user of our findings. The user has made this deposit on a different site that uses the same merchant, and the user has already received the funds on that site successfully.

Best Regards

BC.GAME

The payment provider is lying to you guys and you guys are believing him

i have not even used any different site

if you guys believe the payment provider so much ask him information about the second website and proofs about it. Before believing him.

the payment provider justs wants the fund thats why he is lying i have proofs of this as well.

the proof is as shown in the image

As you can see in the image i deposited 2 times on bc game in the time interval of less than a hour from the same payment provider

the first time he added the money

and second time he denied

hope so it helps in exposing them.

Dear casino guru please ask the company for the proofs of the allegations they are applying on me.

they are saying i used another website which i have not used. I gave proof of that as well.

they also said my deposit was successful of their so called another website.

please ask them for the proofs.

i am fully honest and a vip user still my funds are not given to me.

Please forward me the communication between you and the Discord support at veronika.f@casino.guru.

Also, kindly forward me the following documents:

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

Thank you for your patience and cooperation.

They have kicked me out of the discord without any reason.

And now i am unable to give any proofs.

I have not received any emails with the evidence from you yet. Have you sent me any information via email? If so, kindly double-check if you used my correct email address. It's veronika.f@casino.guru.

Mam they have kicked me out of the discord without any reason how can I provide the evidence

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

it has been 2 weeks to my complaint please help me out

Dear Gurashish,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

They are accusing me without any reason and saying i deposited on another website with same details and the fund is added there please ask them for proper proofs they are just putting false allegations on 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.

Dear Gurashish,

I have tried to contact the casino 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 contact the AOFA Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=97377734d32e3a8c120636affc7ac400) and submit a complaint to them using the link in the validator. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

Dear Gurashish,

We’ve reopened this complaint and we would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BC.Game Casino,

Could you please provide us with evidence that the player received the funds on another platform?

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.

Dear Gurashish,

I am afraid that the casino is not cooperating with us, and therefore, the complaint will have to be closed as unresolved.

I recommend you contact the AOFA Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=97377734d32e3a8c120636affc7ac400) and submit a complaint to them using the link in the validator.

The casino can reopen the complaint at any time.

I wish I were of more help on this occasion.

Kind regards,

Stefan, Casino.Guru

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

Dear BC.Game Casino,

Could you please provide us with evidence that the player received the funds on another platform?

So what about my money that was deducted refund me that then it has been 8 whole months

refund my money that was deducted i have proper banking proofs the merchant lied and claimed the money. And the person at loss is me your user

Dear BC.Game Casino,

Based on the details shared, we understand that the payment was successfully processed and claimed by a receiving merchant. However, from the player’s perspective, the funds were sent with the intention of depositing into your platform.

Given these circumstances, we believe that a fair resolution would be either crediting the funds to the player’s casino account or ensuring that the payment is returned to the player’s bank account if it cannot be recognized within your system.

We kindly ask you to reconsider the situation and explore possible ways to resolve this matter fairly for the player.

We look forward to your response.

Dear Stefan and Gurashish,

Thank you very much for your attention and efforts on this case.

After further internal discussion, we are willing to escalate this case again for another review. However, we will need the player’s cooperation to provide a valid video proof.

Specifically, the video should meet the following requirements:

Recorded by a third party (not screen recording)

Cover transaction history for at least 15 days starting from the deposit date

Clearly display the UTR and recipient details

Start from opening the banking application and proceed step by step

At the moment, the video provided is a screen recording and only includes two days of transaction history, which unfortunately does not meet the verification requirements.

Once a compliant video is submitted, we will do our best to assist in pushing this case forward for further review.

We appreciate your understanding and cooperation.

Kind regards,

Martin,

BC.GAME Team

Dear Gurashish,

Could you please follow the casino’s instructions and provide them with the requested recording? This will help move the verification process forward.

Kindly inform us once you have submitted the recording to the casino.

I look forward to your response.

Dear Gurashish,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru