BC.Game Casino - El jugador cree que el reintegro se ha retrasado.

Hello, on 09/22/2025 I made the withdrawal request via bank transfer, the next day 09/23/2025 I was notified that my withdrawal was successful! Which was never since the money never arrived in my bank account, on the cacino page they give the option to make a claim ticket, which I made the same day and until today 03/10/25 I have not received any type of response, the chat only tells me that they do not have time to respond but that they are working on it, which seems false to me! The truth is, I think that continuing to wait for the ticket to be resolved is a waste of time since it seems that they are not interested in solving it.

I hope I can have some help from you, thank you very much and I look forward to your response.

Hola, el día 22/09/2025 realice la solicitud de retiro vía transferencia bancaria, al día siguiente 23/09/2025 me notifico que mi retiro fue exitoso! Cosa que nunca fue ya que el dinero nunca llegó a mi cuenta bancaria, en la página del cacino dan la opción de realizar un tiket de reclamo, el cual realice el mismo día y hasta el día de hoy 03/10/25 no recibo ningun tipo de respuestas, el chat solo me indica que no tienen tiempo de respuesta pero que están trabajando en ello, cosa que me parece falsa! La verdad creo que seguir esperando que resuelvan el tiket es una pérdida de tiempo ya que se ve que no les interésa solucionarlo.

Espero poder tener alguna ayuda de ustedes, muchas gracias y espero su respuesta

Dear player,

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 the 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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Ok, thank you very much. I'll wait 14 days and get in touch.

Ok muchas gracias, esperare los 14 días y me pondré en contacto

Hello, the 14 days have passed. I've verified everything, and the withdrawal was supposedly approved and deposited, but it still hasn't arrived in my bank account. I haven't received a response from the bank...

I hope for your help please, thank you

Hola ya se cumplieron los 14 días, tengo todo verificado y el retiro aprobado y depositado supuestamente pero aun no llega a mi cuenta bancaria. No tengo ninguna respuesta del cacino...

Espero su ayuda porfavor, gracias

Dear 1991_k,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I haven't received any refund to La cuenta del cacino or anything, nor any answers. They just tell me they're working on my case... After 14 days of creating the claim, I have no hope of it anymore...

I think they don't want to give me a solution.

Hola, no he recibido ningún reintegro a La cuenta del cacino ni nada, tampoco ninguna respuestas solo me dicen que están trabajando en mi caso... Después de 14 días creado el reclamo entonces ya no tengo esperanza de ello...

Creo que no quieren darme solución

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you provided the casino with any evidence that you have not received the funds?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello, I have not made any other successful withdrawals before, and the one I am complaining about is the first and only one.

Yes, I passed all the checks.

I'm attaching the last chat I had yesterday with Cacino. That's the answer I've always received when I ask.

Hola no realice otro retiro exitoso anteriormente, del que tengo la queja es el primero y único.

Si, pase toda las verificaciones.

Adjunto el último chat que tuve el día de ayer con el cacino. Esa respuesta me han dado siempre que consulto.

I hope you can help me please.

Espero me puedan ayudar porfavor

Dear player, please send me a screenshot of the withdrawal request showing all the details.

Also, please send me proof that the money has not been received in your bank account – for example, a recent bank statement or confirmation from your bank showing that the payment has not arrived.

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello, I sent the requested documents to the email. I checked again today, and they didn't even bother to respond. I think they're not willing to provide a solution on their behalf...

Hola, le envié los documentos solicitados al correo, hoy volví a consultar y nisiquiera se dignaron a responderme, creo que por cuenta de ellos no quieren dar solución...

Dear player,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice in BC.Game Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. I wish I could be of more help. The casino can reopen this complaint anytime.

Hello,

Thank you to the casino for getting back to us and for your willingness to investigate this matter further.

Dear 1991_k,

Please follow the casino’s instructions and provide the requested documents so their audit team can perform a manual reconciliation and locate your funds. Once you have sent the documents, kindly share your User ID (UID) and confirm the email address you used so the casino can trace your request and proceed with the review.

I would also like to inform both parties that I have taken over this complaint, as Dominika is no longer working for the Complaint Resolution Center.

Thank you both for your cooperation.

Dear 1991_k,

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