BC.game Withdrawal Failed but Refund Not Received

I am writing to report an unresolved withdrawal issue I experienced with BC.game regarding a fiat withdrawal of 6,649 PLN, made from my account with ID 105641***. On 15/10/2026 my withdrawal was marked as “successful” on the BC.game platform, as shown in the attached transaction screenshots and linked to Ticket ID 10169396, but the funds never arrived in my bank account. After I contacted support, I was informed that the merchant had confirmed the withdrawal had failed and that the funds would be returned to my BC.game account balance within 24 hours as a refund. Despite this clear statement, no refund has been credited back to my account and the status of the refund has still not been confirmed as completed. Each time I contact support, I am told that they are “contacting the merchant”, but I am not given any clear explanation of what went wrong or any specific timeframe for when my funds will be returned. This situation has been ongoing and my balance remains unchanged, even though I was clearly told that the amount would be refunded. I request that this matter be formally investigated based on my account information, withdrawal and support records, including Order ID F-1879136461932968540 and Ticket ID 10169396, and that the 6,649 PLN be returned to my BC.game account balance or otherwise paid out to me without further delay as previously promised.