BC.Game Casino - Depozit igrača je odložen.

Had made a deposit to BC game through FIAT using phonepe, the amount got debited from my bank account however it's not credited in BC game wallet. Had raised ticket for the issue on the same day with necessary evidence like screenshot and UTR however no update has been received and it's been 4 days till I made the deposit.

Please help to resolve this issue as I don't see any option in BC game to expedite or get a email support to resolve this matter.

Attaching the order id screenshot and supported evidences provided to BC game.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of BC.Game Casino, and this is what I found:

28. FIAT Deposit Issues or Disputes

28.1. For any issues or disputes arising out of any fiat transactions on Our Site, you must formally report and submit such issues or disputes to BC.Game within 30 calendar days from the date of the transaction(s) in question.

28.2. For any issues or disputes received by BC.Game exceeding 30 calendar days from the date of such transaction(s), We will not accept them for resolution and such transaction(s) are ineligible for us to resolve.

28.3. Any attempts to circumvent this rule by raising your issue or dispute in relation to the fiat transaction(s) beyond the 30 calendar days period on a public complaint forum of any website, whether online or otherwise, will not change this.

28.4. BC.GAME will not be able to assist any issues or disputes submitted beyond the stipulated timeframe. There are no exceptions to this rule.

To better understand your case, could you please clarify the following?

• Have you contacted the casino on Discord, where they have a dedicated support channel for fiat deposit issues?
• Has the casino customer support suggested any specific documents needed to track and credit your deposit?
• Have you successfully made any previous deposits to this casino?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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.

Hi,

I have try to contact live support in BC game website, however getting reply from bot stating "Ticket is still in processing".

For initial speed up, it's noted to give transaction confirmation screenshot and video proof of transaction done in app., both these evidence has provided within one hour of transaction.

Have made several transaction previously where only one had similar kind of issue where payment never credited to my BC wallet, and I stopped following up with customer support bcoz that was a small amount.

Today, Have submitted additional document ie, video proof of bank statement for 7 days manual credit,however no update recieved yet.

In terms and condition it states to process within 2 hrs and now it's been almost 12 hrs

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I have shared the requested documents via email. Please check and request you to expedite.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ajay1994,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Kindly provide an update, pls

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.

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

Dear Ajay1994,

Could you please follow the casino's instructions and let me know once you have done so?

I'll be awaiting your reply.

Have shared the details to the mentioned email id along with latest bank statement and payment receipt

Dear BC.Game Casino,

Could you please state whether the provided documentation will be sufficient to prove the deposit?

I'll be awaiting your reply.

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.

@BC.Game Casino

Kindly update on this.

Is there any update.?

Dear Ajay1994,

I am afraid that the casino is not cooperating with us, and therefore, the complaint will have to be closed as unresolved.

I recommend you contact the AOFA Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=97377734d32e3a8c120636affc7ac400) and submit a complaint to them using the link in the validator.

The casino can reopen the complaint at any time.

I wish I were of more help on this occasion.

Kind regards,

Stefan, Casino.Guru

Dear Ajay1994,

We sincerely apologize for the frustration and the extended wait you’ve experienced regarding your PhonePe deposit. We want to make this right. To ensure your funds are located and manually credited by our senior finance team, please forward your documents directly to martin@bcgame.com.

Please use the subject line: 【CASINOGURU-REOPEN-DEPOSIT-UID: Ajblkz】.

In your email, please provide:

Link to this Complaint: A direct link to this Casino Guru thread so we can track the history.

30-Day Official Bank Statement (PDF): A full PDF statement covering 15 days before and 15 days after your deposit date (July 21, 2025). This is essential for our merchant to verify the bounce-back or credit status.

Video Proof: A clear screen recording of your banking app (showing the official bank interface/history, not just the PhonePe wallet) covering the same 30-day period.

Order Details: Any Order ID or UTR associated with the transaction.

Once Martin receives these comprehensive documents, he will conduct an expedited audit with our payment gateway to resolve this once and for all. Thank you for your continued cooperation.

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Ajay1994,

Please kindly review the response and provide the casino with the necessary documentation.

We look forward to your response.

Hey, it's been 6 months and I have already shared all the docs and evidences long back. I just reshared the email again but really lost the trust BC.Game would refund my money back

Dear BC.Game Casino,

Could you please confirm whether you have received the complete documentation from the player? If so, kindly let us know whether the player’s lost deposit has been credited back to their account.

I look forward to your response.

Dear Stefan,

Yes sir, i have received the proof and have submitted it to relevant team in a higher level.

Dear BC.Game Casino,

Thank you for your response and your continued cooperation. Please let us know once you receive the response from the relevant team.

Dear Stefan,

We have located the records from that time in the backend, and have compiled and submitted them. Results are expected within the next three days. Thank you for your attention; we will provide updates as soon as possible.

Hi @BC.Game

It's been morethan 3 days, can I ask for an update.?

Dear Ajay1994,

The merchant still claims they haven't received the money, but because your evidence is comprehensive, I've applied for direct compensation for you, and it's already in your account. I sincerely apologize for the inconvenience.

Hello Ajay1994,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ajay1994,

Could you please confirm whether the funds were credited to your casino account?

I look forward to your response.

Dear Ajay1994,

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.

Yes money got credited to my account.

Dear Ajay1994,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru