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Hello, I made a deposit on August 3rd at 11 AM in Fiat currency, specifically Mexican pesos, which has yet to be credited to my account. I have already contacted support, and they told me they would open a ticket. The ticket has now been closed, stating that they do not have the money in their account and advised me to check with the bank's application. Here are the proofs of what I mentioned earlier.

Hola qué tal hice un depósito el día 3 de agosto a las 11 de la mañana en moneda Fiat en este caso pesos mexicanos el cual hasta la fecha no ha sido acreditado y ya me puse en contacto con soporte los cuales me dijeron que que abrirían un ticket el cual ya lo cerraron porque dice que no tienen el dinero en su cuenta que me cheque con la aplicación del banco a quién ve las pruebas de lo antes mencionado

Dear ElprofeMillo,

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. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit via this payment method in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Kristina

Hello, I tell you that it has not been the first time that I have deposited through this means, it has already been several times and from the same bank account and the answer to the second question in which they tell me that I have already contacted my bank yet. No, since the transaction appears to me as completed, but my bank application sent me a message today saying that they had delays with some of the transactions via spei, so I don't know if it is one of the transactions that I sent to the casino. I'm already Trying to contact my bank's support to see if that transaction has had any delays and I will let them know when I have a response from them.

Hola les comento que no ha sido la primera vez que deposito por ese medio ya han sido varias veces y de la misma cuenta de banco y y la respuesta a la segunda pregunta en la cual me dicen que si ya me puse en contacto con mi banco aún no ya que la transacción me aparece como realizada pero mi aplicación de mi banco me mandó el mensaje el día de hoy diciendo que tenían retrasos con algunas de las transacciones vía spei entonces no sé si sea una de las transacciones que envié hacia el casino ya estoy tratando de ponerme en contacto con los de soporte de mi banco para ver si esa transacción ha tenido algún retraso y les estaré comentando por este medio cuando tenga una respuesta de su parte.

Hello everyone,

Thank you both for your replies.

ElprofeMillo, please follow the PANDA's instructions, provide the required information, and please update us about any further developments. Thank you very much.

Hello, here I send you the video you requested.

Hola aquí les envío el vídeo que solocitaron

Hello, please forward all the details as mentioned in the last message so we can look into this and assist you.

Please provide order number, payment receipt, bank statement from the date of transaction till today and also a video proof Please follow the guidelines for video proof, as mentioned below. You can send this video and other proofs to panda@bcgame.com Please also mention the link to this complaint for verification.

Steps to follow for video proof:

1. Prepare two devices: use one for executing the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is visible at all times.

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, making sure to 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 with currency, sender/receiver's name, their account number, transaction date and time, and the current status.

Best Regards

PANDA - BC.GAME

Hello, I have already sent the requested video to the email address that Mr. Panda mentioned to me.

Hola ya envié el video solicitado a la dirección de correo que me mencionaron el señor panda

Hello everyone,

ElprofeMillo, has there been any news?

Hi, there has been no response from Panda to the email I sent, not even a reply that it was received or that they are going to review it. Could you help me with this?

Hola qué tal no ha habido ninguna respuesta por parte de Panda en el correo que envié ni siquiera una contestación de recibido o de que lo van a revisar podrías ayudarme en esto.

Thank you very much, ElprofeMillo, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you ElprofeMillo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Hello,

As I have asked previously user has to provide all the details not just the video

Please provide

• order number,
• payment receipt,
• bank statement from the date of transaction till today
• and also a video proof Please follow the guidelines for video proof

Best regards

Panda - BC.GAME

Ok, I'm sending the requested information.

Ok envío información solicitada.

Thank you for the update. I would like to ask both parties to please keep us updated about any further developments. Thank you!

Hello,

We haven't received any updated details yet. Please be sure to send the updated details to panda@bcgame.com

Please provide

• order number,
• payment receipt,
• bank statement from the date of transaction till today
• and also a video proof from the date of transaction till today Please follow the guidelines for video proof

Best Regards

Panda - BC.GAME

Dear ElprofeMillo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.