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IDR 5,000,000 Deposit Not Credited – No Resolution from Support

On 28th July 2025, I deposited 5,000,000 IDR into my BC.Game account. The funds were successfully deducted from my bank account, and the transaction was completed on my end. However, the deposit has still not been credited to my BC.Game balance.

Since then, I have tried multiple times to connect with BC.Game’s live chat support. Every time, the support team closes the ticket with the same response:

"The merchant has not received the payment."

They are not providing any further help or clarification. I have not been given a timeline, investigation details, or a proper explanation—just an automated closure of the chat every time.

This is extremely frustrating, especially for such a large deposit. I am attaching the proof of payment, including:

The transaction receipt from my bank

The deduction details showing that the 5,000,000 IDR has left my account

Screenshots of the chat responses I received from BC.Game support

I respectfully request that Casino.Guru mediate this issue and ensure that BC.Game either:

Credits the amount to my account, or

Refunds the amount back to my original payment method.

Thank you for your support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinCity Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Please, could you clarify if you have tried contacting your bank regarding this issue?
• Was it your first deposit in this casino using this payment method?
• Please could you forward the payment receipt and any relevant communication with the casino regarding the issue to tomas@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

HI Tomas. I have sent you the details on the email that you have provided.

Thank you

Thanks for your reply.

• Have you discussed the issue with the casino already? What is their response?
• Kindly share any relevant exchange between you and the casino to my email at tomas@casino.guru

Looking forward to your reply.

Hi Thomas.

i have emailed you. Looking forward to your response

Thanks for your reply.

Have you contacted casino support regarding the issue?

Could you please share a screenshot of the status of the transaction as it appears in your player's profile?

Could you please explain which payment method you have used to deposit in the casino successfully in the past? When was the last time you deposited successfully in the casino?

Share screenshots here or send the information to my email at tomas@casino.guru

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

Dear indonomtr69,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru