BC.Game Casino - 플레이어의 입금이 지연되고 적립되지 않았습니다.

Hi,

On 22nd Dec 2024, I deposited 10001 INR using UPI option.

Transaction was successful from my end and funds got deducted from my account, but never got credited to casino account, I raised complaint multiple times, provided all proofs but they say that funds are not with them. I have connected with bank and they also confirm that transaction was successful from our end and funds are sent to merchant account.

They asked to wait for 7 days for automatically funds get returned to my account, but as I stated above based on banks confirmation that transaction was successful and funds are with casino merchant.

I will like you guys to kindly help me fixing this.

I am attaching

Successful transaction receipt screenshot

Statement from date of transaction till date

Bank email that clearly state that transaction was successful

Let me know if anything more is needed.

Regards,

AM.

Dear anupam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or refunded back to your bank account. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

• Could you please advise if it was your first deposit using this payment method in this casino?
• Has the deposit been recorded in your deposit/cashier history in your casino account? What is the status of the deposit (successful, pending, etc.)?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

I have multiple times deposited using same payment method. I have attached transaction details.

Plus as you can see that they have asked me to check with bank to confirm that transaction was successful from my end then they would look further, which I did, I provided email which I have attached here as well to live chat support, but they are not listening to me, 7 days time frame already passed they are not working at all, I am providing all proofs but they are just ignoring all of it.

In addition I am attaching live chat support screenshot, from ticket appeal comments you can see that they told that if my bank confirm that transaction was successful from my end and provide bank response they will look into it, I provided it to live chat, but they are being ignorant of it and not responding

Want to add one more thing. Below is the response of appeal ticket that was provided to me

"The payment has not been received yet. Unsuccessfully transaction the bank will automatically return to user's bank account after 7 days. Please inform the user to check the status with the bank. When bank confirms status success, user didn't receive the refund, please provide the bank confirmation record and latest bank statement for us to further verify with the merchant. Batch Closed"

If we read what it says

7 days passed, no refund

second I provided bank email that transaction status from my end was success

provided latest statement

But casino live support just copy paste below response and not helping or checking document/proofs which was asked for.

"We are excited to share that the merchant has completed a thorough investigation of your order and has reached a final resolution. Unfortunately, we are unable to create any additional tickets at this time as the investigation has been completed. For further assistance, we kindly suggest reaching out to your bank. We appreciate your understanding and are here to help in any way we can."

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

To BC Game Merchant,

If you keep denying that my funds are not with you, I will file cyber crime complaint and make sure that you don't do fraud like this with anyone.

Hello everyone,

Thank you both for your replies.

anupam, has there been any news? Have you received any reply to your email with the video recording?

No updates from them, I have sent them email, still no updates

Thank you very much, anupam, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello anupam,

My name is Stefan and I will be taking care of this case from now on.

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Dear BC.Game Casino,

Could you inform us whether you have reviewed the player's video call and the information provided?

Thank you in advance for providing the information.

Hello,

It seems like the user's email ended up in our spam due to multiple emails sent at the same time. I would like to request the user to provide the proof again but in a single email. They can add here in the thread or email directly to us.

Best Regards

BC.GAME

I have given you guys proof in email itself, also don't waste time like this, you guys are worst casino, I messaged here and after so many days you guys are saying again sending info, I will attach here, should I attach same info that I emailed you guys or you guys will like to waste my time again and want latest statement video?

Please mention clearly, I will attach here, you guys are worst support that one can have

Dear BC.Game Casino,

Could you let the player know here what he needs to upload or send via a single email?

I'll be awaiting your reply.

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

Hello anupam,

Could you follow the casino's instructions and let me know once you email them the video?

I'll be awaiting your reply.

Dear anupam,

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.

Hi,

I have emailed to bc game, provide all requested details again, in email I have provided video proof, statement and transaction proof. all details are attached in email.

I am not able to attach details here, if you want me to attach here as well, please send me email I will email you as well.

Regards,

Anupam

Dear BC.Game Casino,

Could you give us a statement regarding the video provided by the player?

I'll be awaiting your reply.

Hello,

Unfortunately, we have checked with our bank and merchant, but no payment has been received by any of our merchants. We request the user to reach out to their bank and ask for a refund by filing a complaint with them.

Best Regards

BC.GAME

I have already attached email from my bank which clearly says that transaction was credited from our end, it's with you guys I have given all the proof

Dear BC.Game Casino,

Did you manage to receive the document from the player which states that the transaction was credited from the player's side?

I'll be awaiting your reply.

Hello,

No such document was received. We can only ask the user to check with their bank and file a complaint to get a refund as this transaction is not received in any of our accounts.

Best Regards

BC.GAME

Hi,

Video recorded of my account showing successful transaction and also statement of account from transaction date till date of requested was sent to you email as you guys request. Please don't write lies openly, Statement of account was shared, it clearly showed successful transaction and that there is no refund of that transaction, additionally here I have attached email from my bank showing that funds were successfully deposited to your account.

They are doing nothing, keeping my money and openly speaking lie

Hello anupam,

Could you try to contact the bank again with a screenshot from the thread that the casino has not received the funds and you would like to refund the payment?

I'll be awaiting your reply.

Please check email that I have attached here from my bank account, they can't initiate refund for successful transaction, I have submitted all proofs here that shows that casino is sitting with my funds, Also please check all open complaint similar to me that other players have submitted, casino is doing nothing and keep player money.

Hello anupam,

"If the amount is not received by the beneficiary within the TAT time then please revert to us with a written confirmation from the beneficiary." The payment was not received by the casino, so you should contact the bank that you would like to refund the payment.

Dear BC.Game Casino,

Could you provide us with a written document that you haven't received any payment from the bank? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

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.

Hello,

The user can reach out to their bank and get them to make a document stating that the payment with so and so utr number is made from the user's account, which was not refunded to the user. The letter needs to be on the bank's letterhead, stating all the info, and have a signature and stamp of the branch; then, we can investigate further. Without this document, we cannot investigate further, as our merchants have not received this payment.

Best Regards

BC.GAME

Hello anupam,

Could you follow the casino's instructions and provide them with the document from the bank?

I'll be awaiting your reply.

Hi Casino Guru,

They are wasting my and your time since beginning, let's put what casino asked for.

1. I have already shared email from my bank where they have clearly stated that transactions was successful from my and bank end and funds were successfully transferred to merchant/casino account. You already have it.
2. Bank already said and as you already asked casino to provide in writing from merchant that they don't have money, but they are not doing anything just again asking nonsense thing.
3. Regarding money not refunded to my account, I have provided multiple times with video evidence and statement of my account from date of transaction in question till date when they were requested, and it clearly shows that their was no single refund transaction in my account, these has been multiple times provided to casino here as well as via live support and also email where they asked for.
4. All things they have asked for has been provided and also as per email from my bank which is attached here since beginning that casino has to provide merchant letter of account that they have not received funds

Casino can provide with letter from merchant account that funds were not credited with account statement same as they they have requested from me. I don't want to see they can email to casino guru with merchant that is shown in transaction same person account statement can be sent to casino guru

Dear BC.Game Casino,

I have reviewed the case once again, and the player provided us with an email from the bank stating RRN - 435716650820. The bank claims that the transfer was successful, so there must be a problem from your side. Could you contact the payment provider with RRN and resolve the issue as soon as possible?

I'll be awaiting your reply.