BC.Game Casino - Затримка зняття коштів

Dear Casino Guru Team,

My bc.game player id is: 32601342

I had placed withdrawal of amount 15197 INR on 13/08/2024. My withdrawal was approved and showing successful on casino transaction history but till today funds were not credited to my bank account. I created support ticket no 7055242 and submitted bank statement to support team. support team stated that transaction is successfully sent to my bank account via UTR No. 406995256645 and rejected my appeal. I verified given UTR with my bank and found its invalid and bank confirmed that no such incoming transaction exists.

Below is my order details.

Withdraw Amount: 15197.0000 INR

Order ID: F-1807219151907732747

Status: Success

Fee: 807 INR

Created Time: 13/08/2024, 03:04:49

Note: i have not used any bonus and free spins. I had wagered all my deposited funds and won with real money only. Please help 🙏

Dear piyualhat,

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 Panda,

Email with the video evidence and bank statement is sent from my email id piyualhat@gmail.com. Please check and reply as soon as possible.

Dear Panda,

Awaiting for your response..

Dear Panda, please update on ongoing complaint

Dear Casino Guru Team,

Its been since 4 days i had provided all the requested evidences on panda@bcgame.com still no response received to me.

Request you to intervene on this ongoing complaint.

Hello,

It has already been sent for verification but as its a long process we are extremely sorry. We will get back to you as soon as we have any update from the bank.

Best Regards

Panda - BC.GAME

Dear Panda

Please update the status on this ongoing complaint

Dear piyualhat,

Have you received your withdrawal from the casino yet?

Hello Nick,

I am still awaiting for my withdrawal to credit in my bank account. Kindly help me because its almost 15 days passed and support team is all the time declined my appeal request.

Dear Nick and bc.game,

I am still struggling to receive my withdrawal please help me. Bc.game support team not at all supportive to me.

Can anyone reply on this ongoing complaint? Please respond

Dear piyualhat,

As you forwarded the verification details only 10 days ago and we recommend to wait 14 days for the verification, I can still only advise to wait.

Let us know once it would take longer.

Ok nick i am waiting

Hello Nick,

I received withdrawal today and my issue is resolved. You can mark resolved this complaint.

Thank you for your assistance and support 😊

Dear piyualhat, 

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