BC.Game Casino - プレイヤーのデポジットはアカウントに入金されていません。

I made a crypto deposit of 291.765113 XLM into my bc games account through binance but the deposit never arrived though it left my wallet.Then queried to support,who the said it will be resolved in 12 hours and now it's been 3 days still waiting for the deposit.

https://stellar.expert/explorer/public/tx/b2c12a84c62aecffbd97ccb93afc34e29e8bf855f3e332227bf975cb4d3012f4

Dear wedunicholasmontsho,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account? Was it your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

It was not my first deposit and yes the wallet address is visible to all players,also the Blockchain explorer shoes that the funds have reached the deposit address.From my wallet the funds have left completely.I have deposited using the same address before and never had any problems.

My Issue has been after a good 7 days wait.

Thank you, wedunicholasmontsho, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear wedunicholasmontsho,

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.

Yes you may close this complaint as RESOLVED.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wedunicholasmontsho, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru