BC.Game Casino - Pelaajan talletusta ei ole hyvitetty.

Dear Casino guruTeam,

I am reaching out to file a formal complaint regarding an issue with my deposit. Below are the details of the transaction:

Order ID: F-1820615326658538788

Deposit Amount: 500 INR

Status: Expired

Created Time: 07/01/2025, 23:51:17

Despite the payment being deducted, the amount has not been credited to my account, and no refund has been issued. I have waited for the usual processing time, but I am yet to see any resolution.

I kindly request you to look into this matter and either credit the payment to my account or process a refund as soon as possible. Your prompt response and action would be greatly appreciated.

Looking forward to your swift resolution of this issue.

Best regards,

Jahangir ****

Dear Jahangir12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Subject: Re: Urgent Complaint Regarding Uncredited Payment – Order ID: F-1820615326658538788

Dear Tomas,

Thank you for your response and for keeping the complaint open. However, I would like to clarify an important point regarding my case.

I have already contacted my payment provider, and they have informed me that the transaction was successfully processed on their end. Additionally, when I requested a chargeback, my bank stated that the merchant (BC.Game) declined the request, which contradicts the claim that the casino has no control over the matter.

If BC.Game truly did not receive the funds, then why would they reject the chargeback request instead of allowing the refund to be processed? This raises serious concerns, and I would appreciate further investigation from your end.

I kindly ask for a direct confirmation from BC.Game regarding the exact status of my funds and why they refused the chargeback. I also request that this matter be escalated for a faster resolution, as waiting a full month without clarity is not a fair resolution.

I appreciate your assistance and look forward to a response soon.

Best regards,

Jahangir ****

Hi,

Please provide the order number, bank statement from the date of transaction to today, and 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: one to execute the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is always visible.

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 and 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 in currency, sender/receiver's name, account number, transaction date and time, and current status.

Best Regards

PANDA - BC.GAME

I have sended that via mail with linked email id. Full details has been mentioned in the mail rest go through that. Rest i hope u will help me and funds will be credited to my account soon.

Thanks

Jahangir ***

Thanks both parties for your reply.

Dear Jahangir12,

Please let me know about any further developments here in the complaint thread.

I haven't received any response from there end even after submitting or sending All the Proof of Payment including my bank statement and Screen recording as per there demand. But it seems they are hiding it. So please help me 🙏😞

Hello,

As per our merchant's checks, the bank statement provided is not authentic, and also, the video provided was screen recorded instead of following the provided instructions. We have also checked the utr, and it's not received in our bank. User can reach out to their bank for a refund.

Best Regards

Panda - BC.GAME

Dear Jahangir12,

Could you please comment on the casino's allegations?

Dear Jahangir12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.