BC.Game Casino - Depozit igrača nije potvrđen.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Why no one is replying

Hello,

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 katarina.d@casino.guru. Thank you for your patience and cooperation.

Looking forward to your reply,

Katarina

I have send all proofs in mail (katarina.d@casino.guru) my total amount dispute is 12000 INR now i have shared order details with proofs in the mail kindly check it.

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

10 days has passed i have still not received deposit of total 12000 INR please help me to get my money back i have sended the proofs of payment plenty of times.

Dear player,

thank you for your message and email.

Dear B.C.Game casino,

have you received the requested documents, please?

Is there anything else you may need from the player?

Looking forward to your reply,

Katarina

15 days has passed I have still not received deposit BC game will just expire my deposit after 30 days and they will just scam my money.

I kindly request You to help me as soon as possible Please!!

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.

Still i have not received deposit BC game is not replying to my mail.

please help me as soon as possible!!!

Why No one is replying me Please help me

Dear mit931379802869,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=fee049ab167342b5c7030cbcafddab16) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

Dear Katarina and mit931379802869:

Thank you for reopening communication channels with users, giving us the opportunity to answer your questions again.

I know this case has been ongoing for a long time, and I am currently working hard to resolve it. Please give me another chance to process your complaint.

We will continue to carefully review user cases and strive to find a solution.

Dear mit931379802869:

Hello!

To better assist you, please resubmit the required documents as previously provided, including clear proof of payment, transaction ID, timestamp, and any bank confirmation receipt. You can send a video to martin@bcgame.com. Additionally, please provide a link to this complaint for verification. This will help our relevant team conduct a thorough verification with the payment channels.

Once we receive all the necessary documents, we will review your case immediately. Thank you very much for your cooperation, and we will provide you with an explanation as soon as possible after the investigation is completed.

Sincerely,

BC.Game Team

Dear BC.Game Team,

Thank you for getting back to us and for your willingness to review this case again. We appreciate your efforts to move this forward.

Dear mit931379802869,

I would like to inform you that I will now be taking over this complaint, as Katarina is no longer part of the Complaint Resolution Center.

Kindly follow the casino’s instructions and resubmit all the requested documents, including clear proof of payment, transaction ID, timestamp, and any relevant bank confirmation. Please also include the link to this complaint when sending the materials, as requested.

Once you have submitted everything, please let me know so we can continue with the process.

Thank you both for your cooperation.

Best regards,

Petronela

Dear mit931379802869,

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