BC.Game Casino - El depósito del jugador no ha sido acreditado en su cuenta.

On Friday, February 9, I deposited 59.99 xlm into BC.GAME casino, which has not been credited to my BC wallet. I have proof that the transfer was made correctly and not credited. I reported the issue to the support staff and a ticket ID:5892807 was raised where the problem was supposedly to be resolved within the next 24 to 48 hours. The deadline they asked for to resolve the issue has passed, and they have not given me any answers. They requested a video where I was supposed to display my user ID and where I was supposed to make a transfer of a smaller amount to the wallet again to verify that the transfer was coming from my wallet, and I did so. I also sent the

Txid: 087a6a677b57482de52d3f519c10d9e343cc15c783da9b25d5208c88ec204241

Of the transfer where it is clearly seen that the transaction was confirmed and received at BC.GAME. I also sent screenshots of my wallet and BC's wallet as they explained, yet they have not responded.

I hope you can assist me with this matter as soon as possible, friends. I will be grateful.

El viernes 9 de febrero realice un depósito de 59.99 xlm al casino BC.GAME el cual no se me ha acreditado Ami wallet de BC. Te go pruebas de que la transferencia se realizó correctamente y no se acreditó, hice el reporte a los trabajadores de soporte y se levantó un ticket ID:5892807 dónde supuestamente se resolvería el problema en las próximas 24 a 48 horas, ya el plazo que pidieron para resolver el problema paso y no me dan respuestas. Me pidieron un vídeo donde devia poner mi ID de usuario y dónde debía realizar una transferencia con una menor cantidad a la wallet nuevamente para comprobar que la transferencia procedía de mi wallet y así lo hice, también envié el

Txid: 087a6a677b57482de52d3f519c10d9e343cc15c783da9b25d5208c88ec204241

De la transferencia dónde se ve claramente que la transacción fue confirmada y recibida en BC.GAME también envié capturas de pantalla de mi wallet y de la wallet de BC como ellos explicaron y aún no han dado respuestas.

Espero puedan ayudarme cuánto antes con esta situación amigos, estaré agradecido.

Dear Reynaldovg2023, 

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 complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

Thank you Verónica for your excellent attention. Today I will contact support again to see what they have done about it and I will let you know.

Gracias Verónica por su exelente atención hoy volveré a comunicarme con soporte haber que han hecho al respecto y le dejo saber.

Hi,

This is due to the memo not being mentioned while making the deposit. I would request that the user be careful next time while depositing such coins, which requires a memo.

This deposit has been credited.

Best Regards

BC.GAME

Thank you for solving the problem, we will be waiting next time

Gracias por solucionar el problema estaremos pendientes la próxima vez

Dear Reynaldovg2023,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru