BC.Game Casino - Игрок еще не получил свой выигрыш.

I submitted a withdrawal request on the 14th of August on bc.game. The transaction status showed the withdrawal was successful on the same day, but I haven't received the money. I contacted their customer service team, and they told me that the withdrawal had been successful, but sometimes it takes 2-3 days. I waited, but I still haven't received the money. I contacted them again, and they kept saying the withdrawal was successful and sent me a screenshot with a reference number. I contacted my bank with the reference number, and they told me there was no such transaction. They said the sender had to raise a request from their end. I relayed this information to bc.game and provided my bank statements as well as video proof of me logging into my bank and showing the transactions. After a day, the appeal was rejected again for the 6th time. I contacted them once more, and they are still saying that the amount has been transferred, but I still haven't received it. I have submitted all the proof they asked for. Please assist in resolving this issue. Thank you.

Dear nagarjunnag8,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

Please provide order number, bank statement from the date of transaction till today and also 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: use one for executing the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is visible at all times.

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, making sure to 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 with currency, sender/receiver's name, their account number, transaction date and time, and the current status.

Best Regards

PANDA - BC.GAME

Dear nagarjunnag8,

Have you received your withdrawal from the casino yet?

"Hi Nick, I still haven't received my withdrawal from the casino. I have submitted my bank statements and the video proof they asked for via email just now. If you share your email with me, I can forward the same email to you. Thank you."

Hi there, today bc.game refunded the withdrawal amount to my gaming account. However, after placing another withdrawal request, the same issue occurred. It shows as a successful withdrawal request, but I haven't received any money into my banking account.

Dear nagarjunnag8,

As stated above, withdrawals take up to 14 days. Please let us know in case it would take longer.

Hello,

Please provide the info on the new order and details as requested previously.

Best Regards

Panda - BC.GAME

Dear nagarjunnag8,

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 Nick and bc.game, I still haven't received my money or gotten a refund to my gaming wallet. I have submitted the bank statements, and the video of my bank statement has been sent to the email you mentioned.

Hello,

This has been refunded to your BC.GAME account.

Best Regards

Panda - BC.GAME

thank you received the money in my wallet and withdraw it successfully, you can close this case

Dear nagarjunnag8, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru