BC.Game Casino - A retirada do jogador foi atrasada devido a um erro interno.

After many withdrawal and deposits . VIP29.

100k+ wager

I have submited a withdrawal of 5k dollars (A-1777015782828916155)

Few hours later the status of the withdrawal become ( failed to submit withdrawal )

I contacted the support to which they replied saying it was a internal error and the money will comeback to the account in 6 hours and to withdraw it again .

Nothing happen after 6 hours. I contacted the support they sayed it will take 24 hours for the money to comeback and creating the first out of 25 tickets . 333404

Everyday I ask for update and they keep saying 24 hours and creat new tickets. Blamming the technical issues.

6 days after withdrawal money failed and desapeared still 0 emails or information from bc game.

After searching in other complains about similar cases. This matter will never be sorted and they will delay saying they are checking on the matter for months.

Hope it will be solved so I can go back to play.

Dear Shev227,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you made the last successful withdrawal? Did you use the same withdrawal method in the past? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey Team. I have submited the complain, we have now to expect some contact from bc game

So the withdrawal was made on 14/09/2023, 14:25:12

I am using always the same method of deposit and withdrawal , never had any issues before . Didn't make anything new . Always playing the same games . Not in profit . Just a low withdrawal compered to the deposits .

No bonuses where used. No sports betting . No different providers.

Super simple. Evolution live games . Nothing could have been done wrong .

They are saying it happens sometimes due to technical issues but the money should have returned to the account , which not happened in my case .

Thank you very much, Shev227, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Shev227,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BC.Game Casino to join the conversation and participate in the resolution of this complaint.

Dear BC.Game Casino,

Can you please provide an update on the status of the player's funds?

Thank you.

Kind regards,

Tomas

Dear Shev227 ,

I can confirm the transaction was directly refunded to your BC.GAME account on 20th September.

Best Regards,

BC.GAME

Dear Shev227,

Could you please confirm if that is correct? If yes, I assume you can now request a withdrawal and inform us about the outcome afterwards.

Thank you.

Kind regards,

Tomas

Dear Shev227,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas