BC.Game Casino - Pelaajien kotiutukset viivästyvät, eikä niitä vastaanoteta.

I made several withdrawals on 16th of December 2024 every thing was going fine but my six withdrawals showed success but I didn't get even a single of them in my bank account. After that I contacted their online support provided them my bank account statement and also the video recording of my bank app, all they do is to create a ticket which gets failed after few hours then I am told to contact again after 24 hours. And in this process almost 22 days are gone and then after 30 days bc casino will say our policies doesn't support and investigation over a transaction which is beyond 30 days.

Now I request casino guru to intervene in this matter what evidence you need I will provide that.

Below are the details of all the transactions

1.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­568­739­245037

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:51:40

2.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­663­006­336493

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:53:10

3.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­739­126­238093

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:54:23

4.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­802­790­577293

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:55:23

5.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­890­526­047373

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:56:47

6.Order Details:

Withdraw Amount: 47494 INR

Order ID: F-1818­599­948­962­683629

Status: Success

Fee: 2506 INR

Created Time: 16/12/2024, 17:57:43

I am attaching my latest bank statement

Dear mirunaid9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

I have done my KYC and also did many successful withdrawals before and after, I even contacted them my bank account statement and video recording of my bank app

Dear mirunaid9, have you received any of the withdrawals?

Did you accumulate your winnings with or without an active bonus?

I didn't receive any of these withdrawals and these winnings were accumulated on my own deposit

Thank you very much, mirunaid9, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear mirunaid9, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite BC.Game Casino representative to join this conversation. 

Dear BC.Game Casino, could you please provide more information about this case? 

Looking forward to your reply.

I have already submitted every detail, I have not received any of these withdrawals and this winning was on my own deposit

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 mirunaid9, 

I have received a communication from BC Game Casino indicating that there may have been discrepancies in the details provided during your withdrawal request. Could you please confirm that you have reviewed your information prior to submitting the withdrawal?

Sir I have reviewed the information. And if there was any discrepancy how would bc casino provide me the successfull transaction receipts showing my correct bank account number.

And second thing to note is that the combination of IFSC code and account number provided by the BC casino to which they sent the withdrawal doesn't even exist. When a account number doesn't exist how can they send the withdrawal.

Kindly check the transaction receipts provided by the BC casino, I have attached these above. My name and correct bank account number is there, there doesn't exist the question of discrepancy

Dear mirunaid9, 

thanks for the update.

Dear BC.Game Casino,

could you please provide more evidence supporting your claims? Please send them to my email katarina.d@casino.guru.

We would like to ask the BC.Game 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. 

Hello,

All the payments were made on our end. On the provided info by the user (we have provided the details to Katarina) We have not received any refunds by the banks till the account was operational. According to our terms of use we only can provide help regarding the order till 30 days as we use multiple merchants and accounts are not operational anymore.

Best Regards

BC.GAME

Dear casino guru i had told you the day when I registered the complaint on this platform that bc casino will make excuse that 30 days are gone . They deliberately don't reply to our complaints and then after 30 days they come up with this excuse that we can't provide you the assistance after 30 days.

You can see I submitted my complaint when only 22 days.

Dear mirunaid9,

I regret to be the bearer of unfavorable news; however, based on the evidence provided by the casino, it appears that incorrect details were submitted in your withdrawal requests. I have discussed potential solutions with a casino representative to assist you in retrieving those funds, but unfortunately, we seem to be at an impasse. I recognize that this situation might have been preventable if the casino had implemented an auto-save feature for your bank account information. However, since this option was not available, the responsibility for these transactions ultimately rests with you.

I apologize for not being more helpful on this occasion. However, if you encounter any further issues with online casino providers, please do not hesitate to reach out to us. We are here to assist you.

All the best,

Katarina