BC.Game Casino - El jugador aún no ha recibido las ganancias.

My withdrawal not received from 30 hours they are saying payment was complete please help i sent all my documents , video recording of my bank application , also statement still not received

Dear Abrax113,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I have already done my verifications they are delaying withdrawals also before but sometimes I didn't receive my withdrawal that was little amount so I didn't complaint this one is big amount so please help me

Delayed payment

Amount

₹ 28689

ABRAX

2 DAYS AGO

On 7 MAY 2025, I have done withdrawals with an amount of 28689 inr transactions on 7 MAY 2025

After some time, the transaction statuses show success, but the amount has not credited to my bank account till date when I contact live support for help regarding this issue they create tickets later tickets failed and said payment is confirmed as successful I send them all proof bank statement still they can't help me. I request that you to kindly help me with a refund of my amount.

I will also share the bank statement with you

Hi,

Please provide the documents mentioned below so we can assist you. Please email all the proofs mentioned below to panda@bcgame.com. Please also mention the link to this complaint for verification.

(PLEASE NOTE: IF YOU HAVE MULTIPLE TRANSACTIONS, YOU MUST SEND A SEPARATE EMAIL FOR EACH TRANSACTION WITH ONLY THAT TRANSACTION’S DOCUMENTS ATTACHED.)

* Order number (available at bcgame deposit records)

* Successful payment receipt (the upi/imps transaction slip)

* Bank statement from the transaction date to today (Bank statement from where the money is debited not the wallets like paytm/googlepay etc.)

* And a video proof. (Video from where the money is debited not the wallets like paytm/googlepay etc.)

Please follow the guidelines for video proof, as mentioned below.

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.

PLEASE NOTE: If the user fails to provide the correct proofs requested above within 30 days of the transaction we will not be able to assist further)

Best Regards

PANDA - BC.GAME

Dear Abrax113,

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.

They are asking me we have rufunded your money but i didn't recived my money back

Dear Abrax113, did they tell you that the funds were refunded to your casino wallet, or that the withdrawal was successfully sent to your bank account? This is important because it’s not the same thing.

When exactly did they tell you this? On what date and through which method (live chat, ticket, email)?

They send me the email notification that you fund has been refunded to your wallet but i didnt recived

Dear Abrax113, could you please kindly clarify what exactly you discussed with the casino support?

Did they tell you the money was refunded to your casino wallet, or that the withdrawal was completed to your bank account?

And if it was refunded to your wallet — did you check your BC.Game balance to see if the money is shown in the balance?

I checked my bank banlance i didnt recived also i check my game accounts also there not recived live support are asking we have refunded back your money

Dear Abrax113, have you received the money either in your bank account or casino wallet yet? Or is the money still missing from both?

Missing from both

Dear Abrax113, we have now received confirmation and proof from the casino that your withdrawal was refunded back to your casino account. The funds were credited, and shortly after the refund, the balance was lost through gameplay. Given this evidence, we regret to inform you that we are no longer able to assist you further, as the funds were returned and then used within your casino account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.