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Ticket ID 7531071

Dear BC Game Team,

I am ABSOLUTELY FURIOUS about the negligence and total disregard I have received from you. I have provided irrefutable evidence of the refund from Banxico, yet you continue to ignore my request and respond with automated messages, demonstrating a complete lack of interest in resolving my issue.

It's UNBELIEVABLE and absolutely disgraceful that you don't even take the time to review the documentation I have sent, which clearly shows the return of funds. This lack of attention and service is a blatant insult, a demonstration of the minimal respect you have for your users, and a clear violation of my rights as a consumer.

I DEMAND an immediate resolution and the prompt delivery of the deposit receipt. Your negligence and irresponsible attitude are not only unacceptable but also reflect a blatant disregard for your customers. It is inconceivable that the waiting time is so long when I, without prior knowledge, was able to verify the transaction status in just 3 minutes.

I am supported by the following provisions of the Federal Consumer Protection Law:

Article 1: This Law is of public interest, aiming to promote and protect consumer rights and culture, ensuring fairness, certainty, and legal security in the relationships between providers and consumers.

Article 2: Every provider is obliged to inform and respect consumers' rights.

Article 8: Providers are required to provide consumers with clear and truthful information about the goods and services they offer.

Article 10: Providers have the obligation to respect the terms, conditions, and guarantees offered to consumers.

Article 24: Providers must professionally and respectfully address consumer complaints and claims.

Article 25: The response to complaints and claims must be timely and effective, avoiding unjustified delays.

Article 26: Consumers have the right to information and transparency in their consumption relationship, which includes receiving receipts for transactions made.

You have NO right to deny me the deposit receipt I have requested. Furthermore, by responding with automated messages and failing to provide effective solutions, you are violating basic consumer rights by not providing adequate attention and service.

My anger is not so much about the amount of money, but about the way you are handling this case, demonstrating a complete inability to do your job and a TOTAL lack of respect for me as a customer. Five members of your support team replied just for the sake of replying, without resolving anything. With all the documentation I have gathered and your evident negligence, I will not hesitate to file a formal complaint with CONDUSEF and consult with a lawyer to explore all necessary legal actions for breach of contract, lack of transparency, and negligence in your service.

I am alarmed and dismayed by the incompetence and disregard shown so far. I WILL NOT TOLERATE this lack of respect and violation of my rights. I demand that you understand the seriousness of this situation and take immediate action to resolve this issue.

I expect a prompt and appropriate response.

ID de Ticket 7531071

Estimado equipo de BC Game,

Estoy ABSOLUTAMENTE FURIOSO por la negligencia y el desprecio total que he recibido de su parte. He proporcionado pruebas irrefutables de la devolución de los fondos por parte de Banxico y, sin embargo, ustedes continúan ignorando mi solicitud y respondiendo con mensajes automatizados, mostrando una completa falta de interés en resolver mi problema.

Es INCONCEBIBLE y absolutamente vergonzoso que ni siquiera se tomen el tiempo para revisar la documentación que he enviado, que claramente demuestra la devolución de los fondos. Esta falta de atención y servicio es un insulto flagrante, una muestra del mínimo respeto que tienen por sus usuarios y una clara violación de mis derechos como consumidor.

EXIJO una resolución inmediata y la entrega del comprobante de depósito URGENTE. Su negligencia y actitud irresponsable no solo es inaceptable, sino que también refleja un desdén flagrante hacia sus clientes. No es posible que el tiempo de espera sea tan largo cuando yo, sin tener conocimiento previo, pude verificar el estado de la transacción en solo 3 minutos.

Me amparan las siguientes disposiciones de la Ley Federal de Protección al Consumidor:

Artículo 1: Esta Ley es de orden público y de interés social, y tiene por objeto promover y proteger los derechos y la cultura del consumidor y procurar la equidad, certeza y seguridad jurídica en las relaciones entre proveedores y consumidores.

Artículo 2: Todo proveedor está obligado a informar y respetar los derechos de los consumidores.

Artículo 8: Los proveedores están obligados a proporcionar al consumidor información clara y veraz sobre los bienes y servicios que ofrece.

Artículo 10: Los proveedores tienen la obligación de respetar los términos, condiciones y garantías ofrecidas al consumidor.

Artículo 24: Los proveedores deben atender de manera profesional y respetuosa las quejas y reclamaciones de los consumidores.

Artículo 25: La respuesta a las quejas y reclamaciones debe ser oportuna y efectiva, evitando la demora injustificada.

Artículo 26: Los consumidores tienen derecho a la información y a la transparencia en la relación de consumo, lo que incluye recibir comprobantes de las transacciones realizadas.

Ustedes NO tienen derecho a negarme el comprobante de depósito que he solicitado. Además, al responder con mensajes automatizados y sin proporcionar soluciones efectivas, están violando los derechos básicos del consumidor al no brindar la atención y el servicio adecuados.

Mi molestia no es tanto por la cantidad de dinero, sino por la manera en la que están manejando este caso, demostrando una completa incapacidad para hacer su trabajo y una falta de respeto TOTAL hacia mí como cliente. Cinco personas de su equipo de soporte respondieron solo por responder, sin solucionar nada. Con toda la documentación que he reunido y su evidente negligencia, no dudaré en presentar una queja formal ante la CONDUSEF y consultar con un abogado para explorar todas las acciones legales necesarias por incumplimiento de contrato, falta de transparencia y negligencia en su servicio.

Estoy alarmado y consternado por la incompetencia y el desprecio mostrado hasta ahora. NO TOLERARÉ esta falta de respeto ni esta violación de mis derechos. Exijo que comprendan la gravedad de esta situación y actúen de inmediato para resolver este problema.

Espero su pronta y adecuada respuesta.

Dear elkarany12,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BC.Game Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate why are you requesting a refund? Please keep it short and clear.

I will be waiting for your reply patiently.

Best regards,

Nick

I MADE A WITHDRAWAL FROM THE Bcgame PLATFORM to my NU bank account. My bank rejected the transaction and refunded it immediately after the operation was carried out. Check the official Banxico page with the tracking code and corroborate the information that has been given to the support workers. The formats have been sent to them in each conversation as requested. I attached the conversations to you in .txt format so that you can see the responses so repeated without even having taken into account that I do not have it in the bank of my institution in this case NU and neither in the bc game account.

HICE UN RETIRO DESDE LA PLATAFORMA Bcgame hacia mi cuenta bancaria NU mi banco re chacho dicha transacción e hizo el devuelto inmediatamente de que se efectuara la operación verifique en la página oficial de Banxico con la clave de rastreo y corrobore la información que se le a estado dando a los laboradores de soporte se les a mandado en cada conversación los formatos tal como los piden les adjunte las conversaciones a ustedes en formato .txt para que vean las respuestas tan repetidas sin si quiera haber echo caso de que no tengo ni en el banco de mi institución en este cas NU y tampoco en la cuenta de bc game

And I have not received a response from you in the same way as from BCGAME.

Y no he obtenido respuesta por su parte de igual manera que de parte de BCGAME

Dear elkarany12,

Since your bank rejected the withdrawal only a week ago, I would recommend waiting a bit longer. Tracking and processing such transactions can often take more time. It’s important to share all relevant evidence with the casino’s support team via email and to remain patient.

I’d suggest waiting at least one more week for the casino to address the issue. Please keep me updated if there are any changes or updates in the meantime.

Looking forward to your response.

Best regards,

Nick

Hello,

As far as I can see, this ticket was already resolved by our finance team, and the refund was added to your account on 11/03/2024 at 15:16 (within 2 days of your original request). The transactions can sometimes take longer as they are not in our hands but on the bank's side. But we can understand it can be frustrating.

Let me know if there is anything else we can assist you with.

Best Regards

Panda - BC.GAME

????? which one was resolved???????? what are you talking about!

????? cual se resolvio???????? de que hablas!

and again everything in its time

y de nuevo todo a sus tiempos

Dear elkarany12,

Your initial concern was related to a withdrawal issue, but it now appears that your deposit has not been credited to your account. Could you clarify why you attempted another deposit if the first one was unsuccessful?

Awaiting your response.

Best regards,

Nick

I always play and just a couple of months ago they started having problems. Now the first case has been resolved. They have already given me my funds, but now that they have changed the transfer to NVIO, it seems that if you do not select the deposit and only make the transfer, it is not reflected. I think you do not have to ask that, but rather follow up and solve the problem. Here, the problem is not that I make the transactions. Here, the problem is the failure of their system. They are providing a casino service, but not a service to question the client about why they make or do not make a transaction! In that case, I think we are in the wrong forum. Solutions, not problems, my friend.

siempre juego y desde hace apenas un par de meses empezaron a tener problemas ahora ya se resolvio el primer caso ya me entregaron mis fondos pero ahora que han cambiado de transfer a NVIO al parecer si no seleccionas deposito y solo haces la transferencia no se refleja , creo que no tienes por que preguntar eso si no dar un seguimiento y solucion al problema aqui el problema no es que yo haga las transacciones aqui el problema es la falla de su sistema estan brindado un servicio de casino mas no un servicio de cuestionar al cliente del por que hace o no una transaccion! en ese caso creo que estamos en el foro incorrecto, Soluciones mas no problemas amigo

Hello,

I don't see any issues from my side related to the transaction. Our support team has already resolved the initial complaint. If user is facing any issues with the transaction they simply has to go through the ticket creation at the platform.

Best Regards

Panda - BC.GAME

The problem was that it says successful and it was never credited! They don't want to give me a ticket from your support since it says successful and they don't want to provide it to me, the credit was never made! I only see it as successful.

Now they were using NVIO and the account was not a single-use account, it was maintained all day! I made 3 shipments and did not generate a deposit ID since it was the same account and 2 of the transfers were never received! I do not understand why they put so much on me, but if you being a bank can corroborate that the money never arrived but you put it as successful, it was not credited to my account! What's up?

el priblema fue que dice exitoso y jamas se abono! no me quieren dar ticket tu soporte ya que como dice exitoso no me lo quieren proporcionar jamas se hizo el abono! solo aprecio exitoso

Ahora estuvieron usando NVIO y la cuelta no era de un solo uso se mantuvo todo el dia! hice 3 envios y no genere ID de deposito ya que era la misma cuenta y 2 de las transdferencias jamas fueron recibidas! no entiendo por que me ponen tanto pero si ustedes siendo skporte pueden corroborar el que jamas llego el dinero pero lo pusieron como exitoso nose abono a mi cuenta! que onda

I have the receipts from my bank for the payments that were never reflected in the account, my dear.

tengo los comprobantes de mi banco de los abonos que jamas fueron reflejados en la cuenta mi estimado

Dear elkarany12,

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 which takes approximately one month. In these cases, 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.

Please create a ticket at the casino as if you do not follow their instruction, there is also nothing we can do to assist.

Regards,

Nick

I repeat that they do not want to generate a ticket for me, I attach proof of payment so that they can resolve the reason why the deposit requests do not even appear.

Te repito que no me quieren generar ticket adjunto comprobante de pagos para que me resuelvan el por que ni si quiera aparecen los pedidos de deposito

As it is, the payment orders for this do not even appear in my BC Game account and they only used that same account from the 11th to the 13th, how curious.

Tal cual ni si quiera aparecen las órdenes de pago de esto en mi cuenta de bc game y solo usaron esa misma cuenta del 11 al 13 ustedes que curioso

My bank contacted them that day and the transfers were received successfully.

Mi banco justo ese día me comunique con ellos y las transferencias fueron llegadas con éxito.

Dear BC.Game,

I hope this message finds you well.

Could you kindly clarify the current situation regarding the uncredited deposits in question? Specifically, we would like to know if the player has already created a support ticket with you regarding the issue or if the case is being reviewed based on the documents provided by the player here.

We appreciate your assistance and look forward to your prompt response.

Best regards,

Nick

They only generated 2 tickets for me and they didn't even resolve the two, they resolved one for me and it's not just those two, there are more deposits, my friend, and since they appear as successful, they don't want to generate a ticket for me! Support doesn't generate a ticket for me, I repeat, for the others because it says that since they appear as successful, they don't have to raise anything, but I emphasize that they appear as successful but they were not credited and you can verify it in your system, they never arrived.

solo me generaron 2 ticket y ni si quiera los dos me resolvvieron me resolvieron uno y no son solo esos dos son mas depositos amigo y como aparecen como exitosos no me quieren generar ticket! soporte no me genera ticket te repito por los demas por que dice que como aparecen como exitosos no tienen por que levantar nada pero recalcoo que aparecen como exitoso pero no fueron acreditados y lo puede verificar en su sistema jamas llegaron

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

I have shared all the necessary evidence with Nick regarding this matter. The transactions were successfully processed and the funds were immediately credited to the user’s account upon deposit. These funds were subsequently utilized by the user for placing bets.

It’s unclear why the user believes a successful deposit wasn’t credited to their account. Please note that a deposit only displays a "successful" status once it has been credited. Otherwise, it will show as "pending" or "expired."

Let me know if further clarification is required.

Best Regards

Panda - BC.GAME

I can prove several deposits that were not received, but anyway, I'm already doing that with the corresponding authorities since you do not investigate or verify thoroughly and just showing each move, each income and expense of money to corroborate the amounts not credited, close the case, I'm already following up with Condusef, have a great day.

puedo demostrar varios depositos que no fueron recibidos pero en fin eso ya lo estoy haciendo con las autoridades correspondientes ya que ustedes no investigan ni verifican a fondo y justo mostrando cada jugada cada ingreso y egreso de dinero para corroborar los montos no acreditados cierren el caso ya le estoy dando seguimiento con condusef que tengan excelente dia

Hello,

Sure, you can share the proofs as well; thank you!

Best Regards

Panda

Dear Elkarany12,

Could you please forward a full list of deposits from your payment provider, specifically filtering out only the payments made to the casino? Additionally, kindly specify which deposits were not credited.

Looking forward to your response.

Best regards,

Nick

Please close the case. I'm already doing it with Condusef. Thank you.

ya cierren el caso ya lo estoy haciendo con condusef gracias.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.