BC.Game Casino - El depósito del jugador se ha retrasado.

I deposited 2000 Rs and my amount got deducted but not credited to my game account and it has been 24 hours whereas on their website they mentioned that it make take up to 1 hours for the deposit to get processed and also they mentioned that if within 30 mins the deposit does not get processed then they will give me some credits and I have raised a ticket as well on their website and sent all the proof of payments but they are not responding.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can better understand the situation.

• Please, could you clarify if you have tried contacting your payment processor regarding this issue?
• Was it your first deposit in this casino?
• Please could you screenshot of the transaction status as it appears in your player's account and any relevant communication with the casino regarding the issue to tomas@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes, I have contacted everyone.

My bank says that amount has been successfully transferred.

And it was not the first time I was depositing the amount, I have deposited it several times.

and Here are the proof of payment and status of the transaction on Game account:

Thanks for your reply and the provided information.

• Have you contacted the casino regarding the issue? How did the casino respond?
• Please share any recent exchange between you and the casino discussing the issue. Send the information to my email tomas@casino.guru or post screenshots here.

Looking forward to your reply.

I have shared the documents, please check

Thanks for providing the requested information.

• Could you please share the video you provided to the casino confirming your deposit?
• Have you received a refund back to your bank account due to an unprocessed transaction?

Share the information to my email to tomas@casino.guru

No, I have not received the refund and I have shared the video to your email address which I sent them

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

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 player.

Has the casino resolved your issue in the meantime?

Please let me know.

No, they didn’t do anything.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear Himalya,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear BC.Game Casino,

I would like to kindly reiterate the earlier question: have you received the requested video proof from the player and completed the internal review regarding the possible causes of the player’s issue?

Thank you in advance for your clarification.

Best regards,

Kubo

Dear Himalya,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo

Dear BC.Game Team,

Thank you for getting back to us and for providing clear instructions on how to proceed. We appreciate your willingness to reopen the case and give it another chance to be resolved.

Dear Himalya,

I would also like to inform you that I will be taking over this complaint moving forward, as my colleague Kubo is unfortunately unable to continue due to health reasons.

As the casino has outlined the next steps, I would kindly recommend that you follow their instructions carefully and provide all the requested documents directly to the provided email address. Please make sure to include everything listed (bank statement, video proof, complaint link, and Discord reference) and use the exact subject line to avoid any delays.

This appears to be an important step toward resolving your issue, so your cooperation here will be essential.

Please keep us updated once you have submitted the requested information.

Dear Himalya,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru