Bc.game will not refund money [ISSUE RESOLVED] money refunded!!!

[TEKmoney]

This really upsets how this whole situation has gone down and everything I've experienced. A little back story. So I made a withdrawal pn BC.game and I sent cronos on the cronos network external wallet only exceptss cronos on Ethereum network (yes I made a dumbass mistake and wasn't paying attention ) but anyways contacted external wallet and after a couple days and a migrane they said they are able to reverse transaction and refund back to the wallet it came from witch is Bc.game hot wallet they use for all withdrawals. So after all transactions were reversed and refunded I contacted bc.game support. They asked for a bunch of information and I gave the. Almost everything they asked for game them the tx id, ss of my bc.game wallet,ss of email from external wallet and my bc.game username. BUT they also asked for a ss of refund from my wallet of the refund I tried to explain a million times to atleast 5 customer support people that I can't take ss of refund from in my wallet because it doesn't exist because it was never in my wallet because I sent it on the wrong network. But bc.game customer service persists that because of protocol they need ss of refund from wallet to raise ticket to dev team. So right now I'm stuck and don't know what to do while bc.game holds my money hostage because I cant do the impossible and take a ss from my wallet of the refund. I have contacted customer service of external wallet explaining situation and asked if they could send a ss anyway but it's been 3 days and haven't heard back from them. Any ideas what I should do or how i should proceed next?
....TEKmoney is user name uid 47380405......

[ContentWriter]

I don't really understand wht you mean by ss of wllet that BC.Game support is demanding, but whatever it is is obviously important. These casinos have these rules to prevent users from using their platforms for money laundering. I think that your best bet is to try getting what the support demnded. lternatively, their forum representative may see this post and assess your case to determine if this wallet ss thing could be waived and help ypu recover your fund. Good luck.

[TEKmoney]

Yes that is why I made the post. From actually inside my external wallet in the transactions (I assume) they need a ss of the actual refund/reversal. And trust me I want this matter resolved if it's been going on for a week or so now. If I could supply them for what they are asking for I would. I already gave them everything else they wanted. Including the tx id which really is all the proof it shows the withdrawals I made from bc.game and it also shows the external wallet refunding/reversing the transaction back into bc.game hot wallet where the make all withdrawals. I have also gave them in email from the external explaining what happened and confirming refunding/reversing the transaction back into there wallet.

[Zwei]

to sum it up, you withdrew $cronos from bc.game to a third party wallet on the wrong network. the third party refunded the transaction back to bc.game hot wallet, and to get your money back they want a screenshot of the refund from the wallet that sent it, but you can't provide it since it was done by a third party. is that right?

let me tag @holydarkness and see if he can get ahold of his bc.game contact to hopefully sort this out for you.
by the way, you should edit your post to include your user id.

[TEKmoney]

Yes exactly. TEKmoney is user name uid 47380405... Thank you for any help man I really appreciate it.

[Coyster]

There is no way you can provide them with a screenshot of the reversed transaction from the external wallet since it was not done by you, shouldn't the transaction ID suffice in this case? I can understand why BC. Game is trying to be very careful here to ensure that there is no foul play involved, but if you have provided them with all the information you say you have in the OP, it should be enough to help them make a decision. Let us wait and see if Holydarkness can ring them to look at your case closely, Zwei already tagged him.

[TEKmoney]

Yes that's what I told the 5/6 different customer service employees I have talked to and they all said the same thing. "We can't pass it on and escalate it to our dev team without that ss, it's protocol "... And ya I understand being careful but when you have an email from the external wallet saying they reversed it and provided the tx id/hash... And on the block chain you clearly see it going in the address I withdrew it too and going back out into bc hot wallet withdrawal account.

[JeromeTash]

Most of those customer service assistants are daft and don't seem to think outside the box.

Maybe you can suggest to them another option of them talking directly to the external wallet team just to prove to them that the refund was actually made (perhaps setting up something like a video call or conference call)

This should be a very simple issue to resolve.

[TEKmoney]

They said they wouldn't be able to do something that. And also the external wallet said they could not assist me in that. But I did provide an email from the external wallet saying the original withdrawal has been reversed/refunded back to where the transaction originated. Which is the bc.game hot wallet were all withdrawals are made. It's also very easy following and tracking with all the tx id/hash

[AHOYBRAUSE]

Let's get a rep from BC in this thread @BC.GAME and @BC.Game Support. This is definitely an issue that can be solved easily, you just need someone to listen, understand and take care of the situation. It's not that big of a deal but obviously this situation is too much for the normal customer support. With MUCH easier issues they already don't know what to reply so something like this of course of above their expertise.
Hope someone will reply here quickly so this case can be solved asap.

@OP, be more careful next time man. I also made a mistake once, withdrawing BCD (forgot to swap into usdt) to my stake usdt wallet. Money was gone since stake was unable to work this out. So I know, mistakes can happen. 

[TEKmoney]

Oh ya for sure..  it really is something that could be easily handled. And ya trust me my man I am extra careful double check everything and make sure everything is perfect. I am really thankful they were atleast able to reverse the transactions.

[holydarkness]

Let me try to ring my contact and see if they can sort it out. Do you mind to PM me all the info the TXID you gave to their live support? Here or by PM is fine, whichever you feel comfortable with. Though I am sure my contact can zeroing into the case, the ticket, and all the provided info just from your UID, supplementing it with TXID when I first bring your case to their attention might help things.

May I also know the amount being involved here?

Asking because --though I am not sure BC will ask the same, and the case on the other casino involving a slightly different situation-- there was a situation in neighboring casino where a player deposited to a wrong chain of their address, that is yet to be supported by the casino, and the casino require a sum of charge to retrieve the fund.

Since the fund basically returned to BC's hot wallet and can be "reused" to refund someone else, I'll try my best to get it done without any further inconvenience.

[TEKmoney]

Ya i got you at the time it was 277 USD but it was also 3 separate transactions.. Don't know how much I owe with the fluctuation.... And for the hell of it I contacted bc support again... And this guy actually raises a ticket to get it , oven mg along to the next step.... But he said that would take24-48 hours... So I would like to get funds sooner rather then later since I have been dealing with this situation for over a week.... And thank you very much for any way that you can help this hole situation has been one giant migrane honestly kamd I'm ready to get it finally resolved.

[holydarkness]

Ya i got you at the time it was 277 USD but it was also 3 separate transactions.. Don't know how much I owe with the fluctuation.... And for the hell of it I contacted bc support again... And this guy actually raises a ticket to get it , oven mg along to the next step.... But he said that would take24-48 hours... So I would like to get funds sooner rather then later since I have been dealing with this situation for over a week.... And thank you very much for any way that you can help this hole situation has been one giant migrane honestly kamd I'm ready to get it finally resolved.

Replying to confirm that I've got your message containing the info and I'll reach my contact with those info.

As for your point about image, suppose you want to supplement this thread with images [as recommended, since this board operates on evidence], you can upload images you want to provide to the public to add basis to your case through talkimg. It won't show by default on your post due to newbie restriction, but don't worry much about it, as someone on a higher rank will quote it for visibility.

[TEKmoney]

Ya I was reading about talkingimg last night but fell asleep before posted...l been working all day I'm about to post the img here shortly


https://www.talkimg.com/images/2025/02/24/qLYez.png
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https://www.talkimg.com/images/2025/02/24/qLoTf.png. ]

[moderator's note: consecutive posts merged]

[holydarkness]

[wall of umm... images]

Wow, that's a... lot of image. I am not quoting them for visibility as some images contain some personal info that you might want to edit or completely remove from above... album.

I've reached to my contact and explained the situation with them, they're looking into it and will address here soon.

[TEKmoney]

Lol sorry thanksfor your help once again...but It's just the emails from external wallet... Proof of my deposit address, the withdrawal slips, and the blockchain

[BC.Game Support]

Hello TEKmoney,

We've escalated the issue to our dev team and they are currently examining all the information you've provided us with. In case we need additional information, we'll inquire. Thank you for your patience.

[PX-Z]

Most of those customer service assistants are daft and don't seem to think outside the box.

Because its the protocol and one of the ways to verify the ownership of the wallet or the transfer (wrong transfer to bcgame).

CS can't do about it either but only to understand and help and forward to their respective team and technical team besides that the OP seems the owner of the fund/transfer (refund from uphold) with those screenshots from uphold email.

[AHOYBRAUSE]

Most of those customer service assistants are daft and don't seem to think outside the box.

Because its the protocol and one of the ways to verify the ownership of the wallet or the transfer (wrong transfer to bcgame).

CS can't do about it either but only to understand and help and forward to their respective team and technical team besides that the OP seems the owner of the fund/transfer (refund from uphold) with those screenshots from uphold email.

It's no the protocol man, they are 100% clueless about everything, trust me. You come to them with the smallest issue and that's too much for them.
I mean it's not that hard to verify transactions without a screen shot, honestly. These support guys just want to close tickets as fast as possible because they are obviously understaffed. First you wait for hours sometimes and if you don't replay within 5min they close your tickets and the whole process starts from the beginning yet again.