BC.Game Casino - O depósito do jogador foi atrasado e não foi resolvido.

On August 4th, I made a deposit via SEPA TRANSFER, which was transferred on the spot to BC.GAME.

I waited a few minutes and there was no update, I opened support chats and it was always the same, they never said anything.

A week passed and they said I was eligible for a manual review of my situation, and again, they asked me for a bank receipt with the transactions from the day of the deposit to the current date, which I sent.

It's been over 21 days and to this day I've had no update or response from bcgame.

To make matters better, I opened a ticket on their discord, where they asked me to send details and proof of the transfer, which I did. One of the moderators said that the transfer hadn't been made, accusing me of lying. I sent proof again and asked for help and the ticket was closed.

A few more days passed, I asked for help again, sent proof and the same moderator who had accused me of lying about it banned me from discord.

I'm without any help and I don't know how to recover this money.

Thank you

No dia 4 de agosto, fiz um depósito através de SEPA TRANSFER, que foi transferido na hora, para a BC.GAME.

Fiquei à espera alguns minutos e não tinha qualquer atualização, abri chats de suporte, e sempre a mesma coisa, nunca diziam nada.

Passou uma semana e diziam que estava elegível para uma revisão manual sobre a minha situação, e novamente, voltaram a pedir me um comprovativo bancário com as transações desde o dia do depósito, até a data atual, ao qual eu enviei.

Ja se passou mais de 21 dias e até hoje não tenho qualquer atualização ou resposta por parte da bcgame.

Para melhorar, abri ticket no discord deles, onde me pediram para enviar detalhes e comprovativos de transferência, ao qual eu fiz. Um dos moderadores disse que a transferência não tinha sido feita, acusando me de estar a mentir. Mandei novamente provas e pedi ajuda e o ticket foi fechado.

Passou mais alguns dias, voltei a pedir ajuda, a enviar provas e o mesmo moderador que tinha me acusado de estar a mentir sobre baniu me do discord.

Estou sem qualquer ajuda e não sei como recuperar este dinheiro.

Obrigado

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a week, so that we have a full month from the date of your deposit, and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello

I've already spoken to my bank provider, and they confirm that the deposit has been made. The casino still refuses to deposit the amount and won't help me with any response.

It's almost a month since I sent the money and I still have no sign of it, so I've lost €100 for no reason.

I don't know what else to do. This was my last hope of help, but not even then

Ola

Ja falei com o meu provedor bancário, e confirmam que o depósito foi feito. O casino mesmo assim recusa se a depositar o valor e não me ajuda com nenhuma resposta.

Quase um mês que já enviei o dinheiro e mesmo assim não tenho sinal dele, pelo que perdi 100€ sem motivo.

Nao sei mais o que fazer. Este era a minha última esperança de ajuda e nem assim

Dear player, to proceed with your case, could you please forward me the following documents to natalia.b@casino.guru?

• original of the deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

Dear Tugofo,

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.

Hello

Sorry for the delay

I will be sending the needed proof this weekend.

Thank you for the help

Email have been sended

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tugofo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo