BC.Game Casino - A retirada do jogador foi adiada devido a problemas de KYC.

Good day.

I deposited money into my Bc.game account and did the wager requirement by playing crash casino and upon withdrawing my deposit amount and winning, I received KYC popup error to complete before initiating transfers. I have since then tried to get the KYC done, drivers license was not supported, submission limit reached email and live support asked me to contact via email with Nine (9) information to confirm ownership of account and restore withdrawal access.

I submitted all the requested information via email to recovery@bcgame.com from device used, ip address, txId deposit information and I provided all yet, I am unable to withdraw my money. 

I have completed wager requirement. Yet I am unable to withdraw up to my deposit amount. It has been over 5 days. Please help me. I would appreciate all the help I can get.

BC.GAME

Username: [hidden by Casino.Guru team]

UserID:    [hidden by Casino.Guru team]

Any other information needed, I can provide upon request. Please help me. 

Dear player,

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

Please understand that KYC is a crucial and essential process, during which the casino ensures 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. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have initially provided for KYC? Were any of them approved?
• What specific error message did you receive when you attempted to complete the KYC process?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you received any confirmation whether your new information was received at recovery@bcgame.com?

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, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Natalia,

thank you for your response and input.

I uploaded drivers license being from Nigeria but it was not accepted or approved and then I wrote to support that was the ID in my person available with bank statement, screenshot proof of deposit, and txId of deposits as well as device used and ip address.

Live support asked me to contact recovery@bcgame.com which I did and they asked me to reply with all the information they needed in place of KYC to prove ownership of account which were proof I made deposit, my type of device, if I had sent tips before and my ip address as well as screenshot of deposit amounts. -

I submitted all information as requested in the response email with screenshot attached to my complaint form here but they did not reply to confirm receipt of the requested information but rather sent email to go back to site for advanced KYC and upon login to site for KYC again- Submission limit reached- No longer possible popped up. Now it feels like they do not want to release my money when I have provided every detail to confirm account ownership in their email response.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi again Natalia,

I forwarded the email communication to you showing that I provided all the information requested for my accounts recovery since my drivers license is not accepted and remaining funds withdrawal that I have provided every detail with screenshot of deposit and time stamp to match deposit time on the casino website Bc.Game

https://imgur.com/a/OfSt0IH

Hello,

The user has to email us at recovery@bc.game and apply for KYC, and be sure to provide original and correct proofs requested, and must be related to them, not other people.

Best Regards

BC.GAME

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pdzyygjgaxcc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo