BC.Game Casino - Povlačenje igrača je odloženo.

Dear Suhaiblone, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BC.Game Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before? If yes, have you used the same payment method?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

Yes, mam I have made many successful withdrawals.

Yes, the payment method was also the same which I was using before.

Yes, my game account is also kyc verified as I have been playing this game from past 1 year.

Yes, I have accumulated my winnings with and without an active bonus.

Have a look dear mam/sir as I created a ticket yesterday by sending them video proofs bank account statement etc and then they created a ticket but now they have marked the ticket as failed please kindly help me out.

Thank you very much for your reply, Suhaiblone. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Here are the recent chat with the bc game live support as they are telling me that the merchant has confirmed that the withdrawal has been successfully credited into my bank account the merchant is sending them fake transaction receipt and fake UTR number as I also contacted with the bank they told me that they didn't find any UTR like this. Please let me know if I have to send more screenshots and proofs so that I can provide you all the necessary requirements or documents regarding this transaction.

Dear Suhaiblone, thank you for the emails. Would you mind sharing the video recording of your banking app, which you have provided to the casino as proof that you haven't received your withdrawal? You can send it to my email address at natalia.b@casino.guru. Thank you in advance for your cooperation!

Please check your email mam I have sent you a video recording of my mobile banking app which I have also provided to the casino and my account statement is also attached as a PDF check it properly.

Mam did you checked your email? Do let me know if I have to provide any more requirements or documents regarding this issue. I am waiting for your reply

Thank you very much, Suhaiblone, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Mam can you please tell me what to do next.

Dear Suhaiblone,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BC.Game Casino representative to join this conversation.

Dear BC.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi,

Please provide the documents mentioned below so we can assist you. Please email all the proofs mentioned below to panda@bcgame.com. Please also mention the link to this complaint for verification.

(PLEASE NOTE: IF YOU HAVE MULTIPLE TRANSACTIONS, YOU MUST SEND A SEPARATE EMAIL FOR EACH TRANSACTION WITH ONLY THAT TRANSACTION’S DOCUMENTS ATTACHED.)

* Order number (available at bcgame deposit records)

* Successful payment receipt (the upi/imps transaction slip)

* Bank statement from the transaction date to today (Bank statement from where the money is debited not the wallets like paytm/googlepay etc.)

* And a video proof. (Video from where the money is debited not the wallets like paytm/googlepay etc.)

Please follow the guidelines for video proof, as mentioned below.

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.

PLEASE NOTE: If the user fails to provide the correct proofs requested above within 30 days of the transaction we will not be able to assist further)

Best Regards

PANDA - BC.GAME

Dear Suhaiblone,

Have you been able to provide the casino with the requested documents?

Thank you.

Yes mam I just sent all the mentioned document and necessary requirements regarding this issue.

Hello mam my dispute has not been solved yet please help me out

Is there any update mam

Dear BC.Game Casino,

Could you please confirm, if the documents provided by the player are sufficient for passing the verification process?

Thank you.

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.

Dear mirka my issue has not been resolved yet please resolve my issue as soon as possible.

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.

Dear Suhaiblone,

I've received evidence from the casino outside of this thread confirming, they have not received any verification documents from your email. Could you please forward me the emails containing your verification documents you sent to the casino to miroslava.d@casino.guru for review?

Thank you.

Dear Suhaiblone,

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,
Mirka
Casino.Guru