BC.Game Casino - El jugador enfrenta retiros retrasados.

Unfortunately, the fiat currency payout via SEPA and credit card has been undergoing maintenance for several days.

Leider ist seit Tagen die Fiat Währung Auszahlung per SEPA und Kreditkarte in Wartungsarbeiten.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• Have you made previous payouts using this or a different payment method?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your reply via email.

• Did the casino enable the fiat payouts since your last response?
• Is our intervention regarding the issue still necessary?

Please let me know.

Dear 131281,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear 131281,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BC.Game Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear 131281,

Thank you for your patience. We sincerely apologize for the inconvenience caused by the current maintenance on our fiat withdrawal channels (SEPA and Credit Card).

Our technical team is currently working on an urgent repair to restore these services as quickly as possible. In the meantime, to avoid further delays in accessing your funds, we highly recommend using Cryptocurrency for your withdrawal, as these channels are fully operational and processing normally.

We appreciate your understanding while we finalize these system upgrades. Thank you.

Dear BC.Game Casino Team,

Thank you very much for your prompt response — it is greatly appreciated.

Dear 131281,

Would you be open to using cryptocurrency as a withdrawal method to potentially speed up the process?

Please let me know your preference.

Dear 131281,

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,
Martina
Casino.Guru