BC.Game Casino - A solicitação de retirada do jogador está atrasada devido a problemas de KYC.

Hello! I am from Russia, but due to restrictions I can’t enter casino.gury without VPN. What’s why you see US in my profile.

To begin with, I registered in bc.game, deposited about 51.2$, played limbo and slots. Decided to withdraw - rejected and they asked to KYC my account. After sending all proofs - got rejected. Their support is nonexistent they don’t know Russian and type really shit words and collocations. I decided that everything is lost and went to play some slots - bought buy bonus - won 300$, wrote to support again, they said they can’t reset my KYC to do it again - write an email to support@bc.game with title "KYC Blocklist - renaming fund request to withdraw". I have sent more than 18 emails in 1 week. What the fk is going on with them? I decided to place 1 sport bet on US election - won 165$, and went to play some slots - now I have around 500$ on my balance. It been 1 hours of stupid and time-waisting conversation with their support - they did not help me.

I am asking casino.guru admins to help me to withdraw my funds as far as you can see nonexistent of bc.game support and their stupidity.

Have a good day to all of you!

Dear Dzkaydkfjtac, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures and none of the serious and licensed casinos take KYC lightly.

Have you provided the casino with your original identity documents when you tried verifying your account for the first time?

Which documents did you send? Have you made sure to upload all the documents in high quality and in the correct format?

Am I correct in understanding that after the failed verification, the casino customer support advised you to contact them through email for further instructions?

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

Best regards, 

Veronika

Dear Dzkaydkfjtac,

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.