BC.Game Casino - Depozit igrača je odložen i nekreditovan.

Hi,

On 22nd Dec 2024, I deposited 10001 INR using UPI option.

Transaction was successful from my end and funds got deducted from my account, but never got credited to casino account, I raised complaint multiple times, provided all proofs but they say that funds are not with them. I have connected with bank and they also confirm that transaction was successful from our end and funds are sent to merchant account.

They asked to wait for 7 days for automatically funds get returned to my account, but as I stated above based on banks confirmation that transaction was successful and funds are with casino merchant.

I will like you guys to kindly help me fixing this.

I am attaching

Successful transaction receipt screenshot

Statement from date of transaction till date

Bank email that clearly state that transaction was successful

Let me know if anything more is needed.

Regards,

AM.

Dear anupam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or refunded back to your bank account. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

• Could you please advise if it was your first deposit using this payment method in this casino?
• Has the deposit been recorded in your deposit/cashier history in your casino account? What is the status of the deposit (successful, pending, etc.)?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

I have multiple times deposited using same payment method. I have attached transaction details.

Plus as you can see that they have asked me to check with bank to confirm that transaction was successful from my end then they would look further, which I did, I provided email which I have attached here as well to live chat support, but they are not listening to me, 7 days time frame already passed they are not working at all, I am providing all proofs but they are just ignoring all of it.

In addition I am attaching live chat support screenshot, from ticket appeal comments you can see that they told that if my bank confirm that transaction was successful from my end and provide bank response they will look into it, I provided it to live chat, but they are being ignorant of it and not responding

Want to add one more thing. Below is the response of appeal ticket that was provided to me

"The payment has not been received yet. Unsuccessfully transaction the bank will automatically return to user's bank account after 7 days. Please inform the user to check the status with the bank. When bank confirms status success, user didn't receive the refund, please provide the bank confirmation record and latest bank statement for us to further verify with the merchant. Batch Closed"

If we read what it says

7 days passed, no refund

second I provided bank email that transaction status from my end was success

provided latest statement

But casino live support just copy paste below response and not helping or checking document/proofs which was asked for.

"We are excited to share that the merchant has completed a thorough investigation of your order and has reached a final resolution. Unfortunately, we are unable to create any additional tickets at this time as the investigation has been completed. For further assistance, we kindly suggest reaching out to your bank. We appreciate your understanding and are here to help in any way we can."

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

To BC Game Merchant,

If you keep denying that my funds are not with you, I will file cyber crime complaint and make sure that you don't do fraud like this with anyone.

Hello everyone,

Thank you both for your replies.

anupam, has there been any news? Have you received any reply to your email with the video recording?

No updates from them, I have sent them email, still no updates

Thank you very much, anupam, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello anupam,

My name is Stefan and I will be taking care of this case from now on.

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Dear BC.Game Casino,

Could you inform us whether you have reviewed the player's video call and the information provided?

Thank you in advance for providing the information.

Hello,

It seems like the user's email ended up in our spam due to multiple emails sent at the same time. I would like to request the user to provide the proof again but in a single email. They can add here in the thread or email directly to us.

Best Regards

BC.GAME

I have given you guys proof in email itself, also don't waste time like this, you guys are worst casino, I messaged here and after so many days you guys are saying again sending info, I will attach here, should I attach same info that I emailed you guys or you guys will like to waste my time again and want latest statement video?

Please mention clearly, I will attach here, you guys are worst support that one can have

Dear BC.Game Casino,

Could you let the player know here what he needs to upload or send via a single email?

I'll be awaiting your reply.

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

Hello anupam,

Could you follow the casino's instructions and let me know once you email them the video?

I'll be awaiting your reply.

Dear anupam,

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.

Hi,

I have emailed to bc game, provide all requested details again, in email I have provided video proof, statement and transaction proof. all details are attached in email.

I am not able to attach details here, if you want me to attach here as well, please send me email I will email you as well.

Regards,

Anupam

Dear BC.Game Casino,

Could you give us a statement regarding the video provided by the player?

I'll be awaiting your reply.

Hello,

Unfortunately, we have checked with our bank and merchant, but no payment has been received by any of our merchants. We request the user to reach out to their bank and ask for a refund by filing a complaint with them.

Best Regards

BC.GAME

I have already attached email from my bank which clearly says that transaction was credited from our end, it's with you guys I have given all the proof

Dear BC.Game Casino,

Did you manage to receive the document from the player which states that the transaction was credited from the player's side?

I'll be awaiting your reply.

Hello,

No such document was received. We can only ask the user to check with their bank and file a complaint to get a refund as this transaction is not received in any of our accounts.

Best Regards

BC.GAME

Hi,

Video recorded of my account showing successful transaction and also statement of account from transaction date till date of requested was sent to you email as you guys request. Please don't write lies openly, Statement of account was shared, it clearly showed successful transaction and that there is no refund of that transaction, additionally here I have attached email from my bank showing that funds were successfully deposited to your account.

They are doing nothing, keeping my money and openly speaking lie

Hello anupam,

Could you try to contact the bank again with a screenshot from the thread that the casino has not received the funds and you would like to refund the payment?

I'll be awaiting your reply.

Please check email that I have attached here from my bank account, they can't initiate refund for successful transaction, I have submitted all proofs here that shows that casino is sitting with my funds, Also please check all open complaint similar to me that other players have submitted, casino is doing nothing and keep player money.

Hello anupam,

"If the amount is not received by the beneficiary within the TAT time then please revert to us with a written confirmation from the beneficiary." The payment was not received by the casino, so you should contact the bank that you would like to refund the payment.

Dear BC.Game Casino,

Could you provide us with a written document that you haven't received any payment from the bank? You can send it to my email address stefan.m@casino.guru.

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.

Hello,

The user can reach out to their bank and get them to make a document stating that the payment with so and so utr number is made from the user's account, which was not refunded to the user. The letter needs to be on the bank's letterhead, stating all the info, and have a signature and stamp of the branch; then, we can investigate further. Without this document, we cannot investigate further, as our merchants have not received this payment.

Best Regards

BC.GAME

Hello anupam,

Could you follow the casino's instructions and provide them with the document from the bank?

I'll be awaiting your reply.

Hi Casino Guru,

They are wasting my and your time since beginning, let's put what casino asked for.

1. I have already shared email from my bank where they have clearly stated that transactions was successful from my and bank end and funds were successfully transferred to merchant/casino account. You already have it.
2. Bank already said and as you already asked casino to provide in writing from merchant that they don't have money, but they are not doing anything just again asking nonsense thing.
3. Regarding money not refunded to my account, I have provided multiple times with video evidence and statement of my account from date of transaction in question till date when they were requested, and it clearly shows that their was no single refund transaction in my account, these has been multiple times provided to casino here as well as via live support and also email where they asked for.
4. All things they have asked for has been provided and also as per email from my bank which is attached here since beginning that casino has to provide merchant letter of account that they have not received funds

Casino can provide with letter from merchant account that funds were not credited with account statement same as they they have requested from me. I don't want to see they can email to casino guru with merchant that is shown in transaction same person account statement can be sent to casino guru

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.

Hello anupam,

I am in contact with the casino representative outside of the complaint thread. Let's wait for their response here. I will extend the timer by an additional seven days.

Your patience is much appreciated.

okay, thanks for the update

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.

I have filled this complaint now almost three months and my dispute with casino is over 4 months now, casino is having bad practice and they are keeping players money this way, I guess you are being too soft with casino, last time you wrote that you are in touch with casino out of this thread, if that's the case, please enlighten me what was communication, and this casino is doing this kind of bad practice.

Thanks in advance.

Hello Stefan,

As previously discussed and as clearly stated on our site and in our terms, we can only assist with complaints within the first 30 days. This is because we use multiple third-party merchants for INR payments, and both the merchants and their accounts change frequently.

That said, we are still willing to assist the user, provided they can obtain a letter from their bank branch. If the bank can issue a formal letter, we will authenticate it directly with the bank and proceed accordingly.

However, without this letter, we cannot move forward, and the matter will continue to be delayed unnecessarily. The user also had the option to file a complaint with their bank, but they have not done so.

At this point, we cannot provide further assistance without the required documentation.

Best Regards

BC.GAME

I have already provided email from bank stating that your claims are uncalled for and it have all details you need. As per letter from bank, email itself is from bank and now all banks give digital responses only, and email further explain that they have demanded from you guys that if you claim that transaction is not successful from your end provide letter from account holder and bank statement, and to track which account money was credited is easy as screenshot and other details have beneficiary account holder UPI details, you guys can track it easily, but you guys are wasting time.

As stated earlier and restating again, email from my bank is there and they clearly provided all details that is need ed to confirm transaction is successful from my end and credited to your account.

As casino is wasting timelines without acting on things, I guess they should be not given any further chances as they are doing nothing from starting

And as per their terms and conditions they in live support first asked me to wait 7 days then again 7 days then again same, they wasted timeline multiple time here as well. Please negatively rate this casino as it's becoming fraud.

Hello anupam,

Could you follow the casino's instructions and provide them with the necessary document from the bank? I am afraid that we won't be able to investigate further without such document.

I'll be awaiting for your reply.

I have already provide email document which you have already viewed and verified, they are doing nothing, and bank only provide digital response. Which I have provided. I am afraid that casino guru is not being natural and supporting casino, you already asked casino, they wasted so much time and now this kind of responses which is provided on very first day from me in from of bank email. I don't care now, as I am loosing trust here also as I don't think they want to do anything as it's wasting time from past 3 to 4 months

Dear BC.Game Casino,

Could you please check the email provided by the bank? Would it be sufficient to help the player with the issue? It is attached in the first post of this thread.

I'll be awaiting your reply.

Hello Stefan,

Unfortunately, the requirement is letter. We need the letter. I have sent you the letter example, which other users have provided us and upon which we were able to resolve the matter for said users. Since start we have mentioned the requirements of the letter only. The longer it will go on there will be hard for us or the bank to authenticate this and then we won't be able to assist any further.

Best Regards

BC.GAME

Hello anupam,

Could you please provide us with the requested letter? I sent you an example of the letter with the hidden personal information to your email address. I am afraid we won't be able to resolve the issue without it.

I'll be awaiting your reply.

My bank has asked letter from casino, ask them to give it to me, it's there in email from bank from starting, ask casino to provide me letter from them that transaction was not successful, you guys are biased no longer fairly mod as you guys are not asking anything from casino instead asking me all things which I have provided already

I have sent email to casino guru with full email thread and final thread response from bank.

Bank has clearly stated that transaction is successful from our end.

Bank has provided email response confirming successful transaction and bank also said that it only provide digital response. You can refer to full email thread with final response from bank

Hello anupam,

Thank you for your email.

I have forwarded the documents to the casino representative.

Dear BC.Game Casino,

Could you please comment on whether the documents will be sufficient evidence that you have received a payment?

I'll be awaiting your reply.

Hello anupam,

Did you go to the bank and ask for proof that the payment arrived at the casino? I have provided you with an example of how should the document look like. It shouldn't be a problem for the bank to provide such document.

I'll be awaiting your reply.

I guess all proofs I present you guys are with casino, I have shared complete email thread with final answer, and I have done everything what I can with my send, transaction was successful at our end. I have not seen you guys ask bc.game casino to give me same proof in writing as we requested multiple times from there merchant with account statement which casino asked me multiple times, You guys are asking proofs from my end only, I have given all proofs which was possible to provide from my end.

I give up on you guys, this is clear case of casino holding player funds, I have seen similar complaints here at casino guru where people funds are not reflected in players account.

From my end what all proofs that were there I have provided and further proofs of failed transaction should be provided by bank, like merchant account statement that can prove that funds were not credited into their account.

Am sad to say this but casino guru is biased towards casino.

We sincerely apologize for any inconvenience caused. As you’ve mentioned, we have previously received similar concerns regarding missing payments, which have been successfully resolved upon receiving valid documentation.

Regarding your specific case, unfortunately, none of our merchants have received this payment. Additionally, this issue has exceeded our standard 30-day assistance policy. However, we are still committed to assisting you further. Please provide an official letter from your bank clearly. Without this document, we are unable to take further action on this matter.

Best Regards

BC.GAME

Hello anupam,

I am afraid there is no other way how we can help you other than you provide the casino with such document from the bank.

I'll be awaiting your reply.

You guys can do whatever you want with this complaint now, your bias towards casino is clearly visible, for once you have not asked for statement or letter from casino end that my bank asked for.

People should stop trust platform for this kind of bias attitude here, do whatever you want to do with my complaint, I honestly provided all details more then multiple times, this casino practices to keep players money and don't accept flaw in their system. And you guys openly support it.

Don't even feel like saying thanks to you guys.

Hello anupam,

I am sorry that you feel this way, but I am asking you to request a letter from a bank because that's the only way to retrieve your funds. Could you please ask the bank for the letter?

I'll be awaiting your reply.

Hi Stefan,

I have sent you full email trail along with final response from my bank, anyways what I feel is correct, but I can't do anything further. Better loose already lost funds from cheater casino, any I feel less confident now posting my queries here and in future will avoid wasting my time here.

Hello anupam,

Thank you for reaching out and sharing your thoughts. I understand how frustrating this situation must be for you regarding the experience with the casino. I am concerned that without providing the document from the bank, the casino won't be able to proceed further. Have you tried to request a document from the bank?

I'll be awaiting your reply.

All documents that I can get from my end I got, but you don't have courtesy to ask casino to provide bank statement of account that was used for transaction, Please don't twist things, I have provided all documents that are needed to fix issue, casino is useless and so are you guys behaving, sorry in advance but you guys are behaving biased. You can do whatever you want to do with complaint now, this casino is worst that loots players funds.

Hello anupam,

You must understand that this is out of our and the casino's hands as they have to oblige to the payment provider's rules. They require certain documents and casinos can't do anything about it. So when we come to a conclusion, we have two options. You either provide us with the requested document so the casino will be able to retrieve your funds or you do not provide us with the requested document and we will be unfortunately forced to close the complaint as rejected.

Thank you very much for your understanding.

Dear anupam,

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.

You can do whatever with this ticket now, I don't care anymore I have provided all proofs that casino is scammer and you guys are supporting them, I don't care about this ticket anymore, I will not post any other complaints after this kind of biased behavior from your end. Casino can go to hell.

This was my last complaint here, any thanks will not recommend anyone to apply for help in this biased website

Dear anupam,

I am sorry you feel this way. We are trying to help every player, but at the same time, we require their full cooperation. We will be unable to retrieve the funds for you without the necessary documents.

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.