BC.Game Casino - プレイヤーの入金が遅れています。

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.