BC.Game Casino - O KYC do jogador é rejeitado repetidamente e sua retirada é bloqueada.

I have been playing at the casino. I placed sports bets and played baccarat. When I wanted to withdraw money, I was told that I needed to complete KYC verification. I uploaded my document (passport) and completed the biometric verification. The casino rejected my verification three times, after which I contacted support. I was told that they supposedly couldn't verify my KYC and that they wouldn't give me another chance to complete it again after three attempts. Initially, they cited poor passport photo quality. I uploaded a high-quality photo, but it was still rejected. Please help me understand why my KYC is being reset and why I am not being allowed to pass verification. I am willing to undergo any checks, including a video call or additional photos. Help me withdraw my funds from this casino.

Я играл в казино . Ставил ставки на спорт и играл в баккару когда я захотел вывести деньги мне сказали что нужно пройти верификацию KYC . Я загрузил документ ( Паспорт ) и прошел биометрию . Казино отклонило мою верификацию 3 раза после чего я написал в поддержку и мне разъяснили что якобы не могут проверить мой KYC и больше 3 раз они не будут давать возможность пройти ее вновь . Сначала они ссылались на плохое качество фото паспорта я загрузил фото с идеальным качеством но его все равно отменили . Прошу помочь мне разобраться почему мне обнуляют KYC и не дают пройти проверку . Готов на любые проверки видеозвонок или дополнительные фото. Помогите вывести мои денежные средства с этого казино.

Dear gepardin,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is your passport the only document you sent for verification, or have you been asked to send any other documents, such as proof of payment or proof of address?

Could you please forward me the photographs that you sent to the casino and were rejected repeatedly? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Yes, I only uploaded my passport and will now send all the documents to you by email

Да я загружал только паспорт и все сейчас направлю документы вам на почту

The document has been sent!

Документ отправил !

Thank you very much, gepardin, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, I'm looking forward to your answer!

Спасибо большое жду ответа !

Hello, gepardin,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, I sincerely believe that you did not expect your KYC/verification to be done only with one photo of your passport.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to complete the KYC and/or withdraw his disputed winnings?

Can you provide him with instructions on how to proceed?

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,

The user has been asked for KYC on multiple occassions and was not able to complete it. We have opened the KYC again he can finish the KYC then we will look into it further.

Best Regards

Panda

Thank you for the update, BC.Game Casino team.

Dear gepardin,

Can you provide the casino with the required documents in a standard way and inform us about updates?

Looking forward to hearing from you.

Good evening . This is some kind of nightmare. After opening KYC again, I uploaded my passport. Passed biometrics. But in the end, again, "it was not possible to pass the test." I wrote to support, to which I was told that my account would no longer undergo KYC verification. They are supposedly based on some made-up rules. I am attaching a screenshot.

I don’t have a beard in my passport, but now I do. Could this be the reason for the failure???

This is all very similar to some kind of deception of users and imaginary excuses so that it’s not mine to give money. I didn’t break any rules

Let's do some additional independent verification. Why is my money being held hostage by some program that cannot recognize my face??? They can't even write to me in chat what's wrong

Добрый вечер . Это какой то кошмар . После очередного открытия KYC я загрузил свой паспорт. Прошел биометрию . Но в итоге опять "не удалось пройти проверку". Написал в поддержку, на что мне ответили что мой аккаунт больше не будет проходить проверку KYC . Якобы основываются они на каких выдуманных правилах . Скрин прилагаю .

В паспорте у меня нет бороды, а сейчас есть . Это может быть причиной отказа???

Это всё очень похоже на какой то обман пользователей и мнимые отговорки чтобы не мои отдавать деньги .Никаких правил я не нарушал

Давайте сделаем какую-нибудь дополнительную независимую проверку . Почему мои деньги находятся в заложниках какой то программы которая не может распознать мое лицо??? Они даже не могут мне написать в чате что не так

Thank you for the update, gepardin.

Dear BC.Game Casino team,

The user was allowed to repeat the KYC process once again, and there was an attempt on his side. However, unsuccessful.

Can you please look into the matter anyway and inform us about the reason for the KYC failure?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Greetings all,

Extending the timer for the casino since I am already in contact with the casino representative outside the thread, waiting for additional information and details.

Thank you for your patience and understanding.

Well?

Ну что?

Dear gepardin,

I am sorry for the delay. There is still an ongoing communication between me and the casino representative outside the thread, and I am waiting for all the necessary answers and details.

In the meantime, can you please provide us with a detailed description of your gameplay regarding sports betting and the Baccarat you mentioned in your first post, and the information where exactly you found details about the tactics you used? Is it possible some of your friends have also casino accounts at BC.Game Casino, used the same tactics or that there is a possibility other players used the same tactics at the same casino?

I didn't use any tactics, I just placed bets, I don't have any friends who play in bookmakers

Я не использовал никаких тактик просто ставил ставки , у меня нет друзей которые играют в букмекерских конторах

I simply placed bets on sports. In baccarat I chose either a dealer or a player and placed bets based on what had previously appeared on the tracker.

Просто размещал ставки на спорт . В бакаре выбирал либо диллер либо плеер и ставил ориентируясь на то что выпадало ранее по трекеру

no i didn't make opposite bets i only have one account

нет я не делал противоположных ставок у меня только один аккаунт

Can you please be more specific regarding sports betting? What type of events and odds were you focused on, please?

I am asking because I would like to have as much information and details about your play as I can to compare it with the details and supporting evidence I am waiting for from the casino.

I made bets based only on my opinion, what I wanted to bet on there and I bet

Я делал ставки руководствуясь только своим мнением , на что хотел поставить туда и ставил

That is not a sufficient answer to my questions, gepardin.

Please look at my previous post and answer the questions with more details I requested.

I don't understand what you want from me, why can't I pass verification on my account where my money is! I made simple bets and played in the casino, I didn't use any schemes or anything like that as you said, I just chose an event, clicked on the outcome that in my opinion should win, entered the amount and clicked bet and that's it. How is all this connected with the fact that I haven't been able to withdraw MY money and pass verification for over a month?

Я не понимаю чего вы от меня добиваетесь , почему я не могу пройти верификацию на своем аккаунте где лежат мои деньги! Я делал простые ставки и играл в казино , не использовал как вы сказали какие то схемы и прочее , просто выбирал событие нажимал на исход который по моему мнению должен был выиграть , вводил сумму и нажимал поставить и все . Как вообще это все связано с тем что я уже больше месяца не могу вывести СВОИ деньги и пройти верификацию ?

To be honest, gepardin, although I am still in contact with the casino representative, I still receive incomplete information and details from them. Therefore, I am trying to gather as many details as I can from both involved parties. Unfortunately, it is quite difficult if both involved are not able to provide me with sufficient information.

Switching the timer for the casino since I am waiting for further details from the casino representative outside the thread again.

Thank you for your patience and understanding.

Dear BC.Game Casino team,

I am waiting for further details/supporting evidence in our external communication.

Looking forward to hearing from you.

I'm telling you the truth, I honestly have nothing to add.

Я вам говорю правду мне честно нечего добавить .

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.

Dear gepardin,

To be clear about the ownership of your account and the activity on it, can you provide me with the following:

• How many deposits did you make at the casino on the disputed account
• How much was your last deposit
• How high was your bet (or bets) in sports betting? How much did you bet on sports betting and how many bets (a number of bets) did you make in sports betting
• What exact game did you play in the casino's Live Casino section (type or the exact name of the game and the game provider)
• A chronological listing of main events (approximately if you do not remember the exact dates/times, but the order of events is important) - when deposits were made, when betting took place in sports betting, when a game took place in the Live Casino section, and when you requested a withdrawal

For now, I am still waiting for a few details from the casino. Once I know more, I will inform you.

Looking forward to hearing the requested information and details from you.

Hello,

This account has already been unlocked 09/05/2024 06:56

Best Regards

BC.GAME

PROBLEMS NOT SOLVED!

ПРОБЛЕМА НЕ РЕШЕНА!

I didn't get my money back! The withdrawal was cancelled

Мне не вывели деньги! Отменили вывод

My output window was closed again

Мне опять закрыли окно вывода

Simply a terrible casino, you haven't given me my money for two months! You can't give a reason why you blocked my account! When you say that everything is unblocked, you cancel my withdrawal

Просто ужасное казино вы два месяца не отдаете мои деньги ! Не можете назвать причину по которой заблокировали мой аккаунт ! Когда говорите что все разблокировали отменяете мой вывод

For the KYC and further withdrawal issue you will need to connect with the support and then they will assist you with further queries we are not able to assist with that on third party forums.

Best Regards

BC.GAME

Thank you both for your replies and updates.

Dear gepardin,

Can you contact the casino's Customer Support and inform us about updates?

Additionally, since you likely overlooked it, can you please once again look at my post added here on September 4, 2024, and answer my questions?

1) The deposit was $299 if I'm not mistaken

2) The bet was $299 at odds of 2.15 on tennis

3) Played baccarat

4) I don’t remember specifically, almost 4 months have passed

1) Депозит был 299 долларов если я не ошибаюсь

2) Ставка была 299 долларов по кефу 2,15 на теннис

3)Играл в бакару

4)Не помню конкретно уже почти 4 месяца прошло

I wrote to support, the problem has not been solved yet (the code is not open), the output is also closed

Писал в поддержку проблема до сих пор решена не была ( кус не открыт ) вывод тоже закрыт

Dear gepardin,

Thank you for your replies.

Can you please forward the relevant communication between you and the casino to my email (branislav.b@casino.guru) or post screenshots here?

Hello,

As I can check there is no issue in the account the kyc option was removed and withdrawals are also open, User can clear their cache or try from different browser and see if its working.

Best Regards

Panda - BC.GAME

Thank you for the confirmation and update, BC.Game team.

Dear gepardin,

Please inform us about any news or progress.

I withdrew the money, thank you, you can close the complaint!

Деньги вывел спасибо можно закрывать жалобу!

Thank you, gepardin, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you, BC.Game Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru