BC.Game Casino - O depósito do jogador está atrasado.

I deposited €1,000 in the BC.game casino by instant transfer, and I copied and pasted all the information given to me so that there would be no mistakes,

After a few hours I didn't receive the amount in my account, I started contacting the casino's online help service, which didn't help me at all.

I have already contacted my bank, which has confirmed the transfer and the casino continues to say that it has not received the amount,

the IBAN is correct, the reference is correct, now I don't know how I can get my money back

Eu efetuei o deposito no valor de 1000 € no casino BC.game por transferência imediata, copiei e colei todos os dados que me foram dados para não existir qualquer erro,

Após algumas horas não tendo recebido o valor na minha conta comecei a contactar o serviço de ajuda online do casino no qual não me ajudei em nada

já contactei o meu banco que confirma a transferência e o casino continua a dizer que não recebeu o valor,

o IBAN está correto, a referência está correta, agora não sei como posso reaver o meu dinheiro

Dear edgar88carvalho,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please note the casino has the following rules regarding lost deposit issues:

28.1. For any issues or disputes arising out of any fiat transactions on Our Site, you must formally report and submit such issues or disputes to BC.Game within 30 calendar days from the date of the transaction(s) in question.

28.2. For any issues or disputes received by BC.Game exceeding 30 calendar days from the date of such transaction(s), We will not accept them for resolution and such transaction(s) are ineligible for us to resolve.

• Could you please share information related to your deposit such as the status of your transaction in the deposit history in your player profile and the payment confirmation from your bank application?
• Share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

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

I have sent an email with proof,

Should I also send it to this user who writes on this subject asking for proof?

Enviado email com os comprovativo,

Deverei enviar tambem para este utilizador que escreve neste assunto a pedir provas?

No email has been received so far. Please make sure you are using the correct email address to send this. panda@bcgame.com

Best Regards

BC.GAME

Dear edgar88carvalho,

Were you able to submit the information using your registered email address to the casino for review?

With what result?

I didn't know whether to keep the conversation here or send an email to another user.

I have the proof he's asking for

I'll send the evidence by email now

Não sabia se deveria manter a conversa aqui ou se deveria mandar email para outro utilizador.

Eu tenho a provas que ele pede

Vou enviar agora as provas por email

Please provide the order number, bank statement from the date of transaction to today, and successful payment receipt as mentioned in the previous request.

Best Regards

BC.GAME

I've already sent the email with the video of the day you placed the order here, logging into my account, showing my name and IBAN, the transfer with the amount leaving the account and the transfer details.

Já enviei o email com o video do dia que fez o pedido aqui a entrar na minha conta a mostrar o meu nome e IBAN a transferência com o valor a sair da conta e os detalhes da transferência

Dear edgar88carvalho,

• Have you provided all the required information to the casino representative including the bank statement from the date of the deposit to today?
• Has your deposit been credited to your casino balance yet?

Please let me know.

I sent the clip showing the confirmed transfer with my details as requested

So far I haven't heard back

Enviei o clip a mostrar a transferência confirmada com os meus dados conforme pedido

Até agora não obtive resposta de volta

Dear BC,Game Casino Representative,

Please provide an update on the situation from your point of view and advise on the next steps.

Hello Tomas,

As you can see from my previous reply, the user has to provide all the documents requested it doesn't work for us to follow up with the merchant unless we receive all the required documents

"Please provide the order number, bank statement from the date of transaction to today, and successful payment receipt as mentioned in the previous request."

Without the order number I am not sure how we can even assist the user.

Best Regards

BC.GAME

The bank receipt has already been sent. We have already sent you the printscreen from your website of the rejected order on your platform

The order is number F-1825238290639822624

Já foi enviado o comprovativo bancário. Já foi enviado o printscreen do vosso site do pedido rejeitado na vossa plataforma

O pedido é o número F-1825238290639822624

Dear BC.Game Casino,

• Was sufficient information presented to you for you to start an investigation regarding the missing deposit?
• What next steps can be made to resolve the issue?

Hello Tomas,

As mentioned in my previous reply, we requested the user to provide the following information: order number, bank statement covering the date of the transaction to today, and a successful payment receipt, as clearly stated in our earlier communication.

However, the user has not provided any of the requested documents. According to our Terms of Service, the required proofs must be submitted within 30 days of the transaction. Since the user has failed to meet this requirement, we are unable to assist any further.

The user may contact their bank and file a complaint to request a refund.

Best regards,

BC.GAME

Good morning, all the documents have been sent via the chat on the website.

I have sent proof of the bank transfer with all the necessary data to confirm the transaction to the email you provided, I have already sent the order number.

More than that, only if you want full access to my account which, as you can imagine, I won't provide.

Bom dia todos os documentos foram enviados através do chat no site

Enviei comprovativo da transferência bancária com todos os dados necessário para confirmar a transação para o email que forneceu , já enviei o número do pedido

Mais do que isso só se quiser acesso total a minha conta que como deve de imaginar não irei fornecer

Dear edgar88carvalho,

A bank statement is a document issued by your bank application or internet banking service with a list of debit and credit transactions (transactions incoming and outgoing from your bank account)

The casino will only investigate if it's clear from the statements that the transaction hasn't been returned to your bank account.

From the screenshots already submitted to us, it's not clear that you submitted this information.

• Could you please check your bank account and confirm the amount wasn't returned to your bank account?

Please understand that if you don't provide the information to the casino, they might refuse to investigate such as in this case. Due to a change in their policy regarding the investigation of lost deposit cases, I advise you to contact your bank and arrange a refund of the lost funds.

We don't usually advise players to request a chargeback since it might negatively affect them in other online casinos as well, unless it's recommended by the casino itself.

Keep the proof that the refund was advised to you by a casino representative.

I'll await your reply regarding your decision.

Good afternoon Tomas,

I have already asked the bank for the bank statement as soon as I have it where should I send it?

I would like to inform you that 3 days after the transfer I immediately informed the casino website that I had not received it and despite talking to a few different support people and giving all the information requested, the answer was always that they would investigate.

Boa tarde Tomas,

Ja efetuei o pedido ao banco do extrato bancario assim que tenha para onde devo de enviar?

Informo que passado 3 dias da transferencia informei logo no site do casino que que nao tinha recebido e apesar de falar com algumas pessoas diferentes do suporte e dando todas as informaçoes pedidas a resposta sempre foi que iriam investigar

I wish I could be of more help. I would advise you to follow the recommendation of the casino :

The user may contact their bank and file a complaint to request a refund.

Since there is no further action we can take in this matter, the complaint will be closed. I am sorry we couldn't help on the occasion. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.