BC.Game Casino - Depozit igrača je odložen.

i have made a deposit in bc game it has been five days money is deducted from my bank account but not creadited in bc.game customer support do not even reply me

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Dear isha732,

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

Casino.Guru Team

i have joined their discord server but there is no support channel

i have provided all documents they requested these include - payment screenshot, payment video proof, bank statement

i have made multiple previous deposit on there platform

the ticket id raised in bcgame - 9703642

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.

Thank you for your reply, isha732. Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 20+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that 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, we have no other choice since it seems to be a common practice for BC.Game Casino to completely ignore our attempts to mediate any kind of issue. Please check all our 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 issues have died as the complaints grew in numbers. We strictly recommend staying away from BC.Game Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

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. The casino sent us the following message:

Dear Veronica,

Thank you for your previous assistance with this case.As the official representative from BC.Game, I will now actively follow up on this case. I kindly request to reopen this complaint thread to continue resolving the player's deposit issue. Please approve my reopen request.

Dear user isha723,

We sincerely apologize for the unpleasant experience caused.

We have reviewed the evidence you provided. To proceed further, please kindly submit the following additional materials to martin@bcgame.com (if possible, please use the email address showed on casinoguru when sending these proofs）

1.PDF of your bank statement from January 15, 2026, to present.

2.A third-party video recording of the bank statement PDF.

3.Ticket screenshot

Thank you for your understanding and cooperation. We look forward to your reply.

Dear isha732,

please forward the requested documents to the email address of the casino representative and keep me informed about any updates. Thank you for your patience.

I have shared the details to the provided e-mail

Could you please forward me the documents you sent to the casino representative as well? Could you also specify if you submitted a video proof that the casino representative requested? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear isha732,

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.

I have shared the video and documents

Dear isha732

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,

Veronika

Dear isha732,

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 and state the reason why the player´s deposit have not been yet credited?

Thank you in advance for providing the information.

Dear Martina,

I still haven't received the video. Please help me urge the user to submit the relevant information as soon as possible.

Dear isha732,

I would kindly ask you to submit the requested documents to the casino at your earliest convenience.

If you have any questions or need any assistance, please do not hesitate to contact me. Once you have uploaded all the documents, kindly let me know so we can proceed further.

Thank you very much for your cooperation.

Dear isha732,

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