BC.Game Casino - El depósito del jugador nunca ha sido acreditado a su cuenta de casino.

Hi,

I deposited 10000 INR using UPI payment method to the casino on 16th April, 2023, deposit went through, but funds were not credited to my account, I submitted successful UPI transaction screenshot and UPI reference number as per casino submit complaint procedure. I waited now they said that it did not came through, saying that I need to submit statement showing that funds were not reversed to me. But I am not able to submit complaint again as link is not there also I keep on asking support but they are not respondent.

I am attaching below

1. UPI Transaction screenshot
2. Bank statement as of date
3. bc.game transaction page detail

Kindly accept my complaint and get it fixed. Thanks in advance.

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 your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

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

Could you please advise if it was your first deposit in this casino? Have you contacted your payment provider already? Ideally, they should be part of the investigation. 

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

Best regards,

Petronela 

Hi,

UPI payment method is very straight forward payment solution, once approve, recipient has funds directly credited into account.

Second of all, it's primary and preferred method for all Indian players.

Third, I have made successful transaction using same UPI payment option in bc.game casino

Also, Other casinos that I play on I deposit using UPI, this kind of thing happens, but providing UPI reference number casino acts quickly and is able to credit funds into account.

Contacted bank official and also confirmed that transaction was successful, for which I have attached bank statement as of today and also successful UPI payment screenshot.

I fully understand your frustration, anupam. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

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 already stated that funds are with casino, it's not reversed back to my bank account, payment method used by me for deposit that is UPI, it's instant funds transfer to beneficiary account. If you guys want I can upload latest bank statement too. Let me know. Thanks

You can forward any supporting evidence to petronela.k@casino.guru. Thank you in advance.

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.