BC.Game Casino - Al jugador se le bloqueó el retiro debido a problemas de KYC.

Good afternoon friends, how are you doing?

I am having trouble completing the KYC, which I need to do in order to make a withdrawal.

Exactly a month ago, on 30/11,

I requested a withdrawal of $97 USDT

However, the audit failed

I reached out to support, and they asked me to complete the KYC,

I did the basic KYC and was quickly rejected as my age doesn't meet the requirements (I'm 73 years old). I reached out to support again and they told me to wait for 24 hours. After 24 hours, the basic KYC was approved, but I still could not make the withdrawal, so I contacted support again

They told me to go through the advanced KYC, which I did, but it was rejected shortly after I submitted a proof of residence

And now on 30/12, they allowed me to start again. The moment I completed the basic verification again, it failed, and they said my age doesn't meet requirements.

I would really appreciate a solution, thanks in advance.

Boa tarde amigos, tudo bem ?

Estou com problema em realizar o kyc, para assim poder realizar o saque.

A exatamente 1 mês atrás, dia 30/11

Solicitei um saque de $97 USDT

Porém deu falha na auditoria

Entrei em contato com o suporte em e pediram para realizar o KYC,

fiz o KYC básico e logo recusou dizendo que minha idade não cumpre os requisitos, (tenho 73 anos). Entrei no suporte novamente, me falaram para esperar 24 horas, depois das 24 horas o kyc Básico foi liberado, mas não conseguia efetuar o levantamento, então chamei o suporte novamente

Eles me disseram pra fazer O KYC avançado, eu fiz, porém foi recusado logo após eu enviar o comprovante de residência

E agora dia 30/12, liberaram pra mim fazer novamente. no mesmo momente que fiz a verificação básica novamente, deu falha, e disseram que minha idade não cumpre os requisitos.

Gostaria muito de uma solução, dez de já agradeço muito.

Dear Josewewew,

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. 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 already provided and when exactly you sent the last one? Did the casino clarify how exactly you didn't meet the age requirements? Did you provide the correct date of birth during the registration and does it match the date of birth stated in your documents?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, so the first time I did the basic kyc, I did it with my ID (identity card)

Soon after, a message arrived (You do not meet the age requirements to access our services)

I contacted support, they asked me to try after 24 hours, and it would be free for me to do KYC again.

After 24 hours, my basic KYC was approved, but I was still unable to withdraw.

So I called support again, they told me that I would have to do advanced KYC.

As soon as I filled out the advanced KYC with proof of residence the message (KYC failed) appeared.

Yesterday, 12/30, they allowed me to fill out the kyc again, but this time I used my license instead of my ID, and the same error happened, I sent my license, it worked, when it was time to do the self, they refused again saying that my age does not meet the requirements.

When I created the account at the casino, I don't remember if they asked for my age, or if they asked to confirm that I was of legal age, I don't remember for sure.

Yesterday I spoke to support, they asked me to send Txid of a transaction, my IP, my device, my username, to an email address corresponding to support.

So yesterday, 12/30 was the last time I sent my document (License)

Today, 12/31, I am free to complete the KYC again.

But I'm afraid of filling it in again and making an error.

Bom dia, então na primeira vez que fiz o kyc básico, fiz com meu rg ( carteira de identidade)

Logo em seguida chegou uma mensagem (Você não cumpre os requisistos de idade para acessar nosso serviços)

Entrei em contato com o suporte, eles pediram pra mim tentar logo após 24 horas, que estaria liberado pra mim fazer o KYC novamente.

Passado as 24 horas, foi aprovado meu KYC básico, porém ainda não conseguia fazer o levantamento.

Então chamei o suporte novamente, me disseram que teria que fazer o KYC avançado.

Assim q eu preenchi o KYC avançado com o comprovante de residencia apareceu a mensagem ( KYC failed)

Ontem dia 30/12 liberaram novamente pra mim preencher o kyc, porém dessa vez utilizei minha habilitação em vez do RG, e aconteceu o mesmo erro, enviei minha habilitação, deu certo, na hora de fazer a self, eles recusaram novamente dizendo que minha idade não cumpre os requisitos.

Quando criei a conta no cassino, não lembro se pediram a idade, ou se pediram pra confirmar que eu era maior de idade, não me lembro ao certo.

Ontem falei com o suporte, eles me pediram pra enviar Txid de uma transação, meu ip, meu dispostivo, meu nome de usuário, para um endereço de email correspondente ao support.

Então ontem, dia 30/12 foi a última vez que enviei meu documento (Habilitação)

Hoje dia 31/12 Está liberado pra mim poder preencher novamente o KYC

Mas estou com medo de preencher novamente e dar erro.

Still nothing resolved 😕

Ainda nada resolvido 😕

Thank you very much for your reply, Josewewew. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

The user can forward the KYC documents to our email support@bc.game and in the subject line of the email, please mention (this is regarding a CG complaint for PANDA) and we will review the documents manually.

Best Regards

PANDA

Hello PANDA, I just sent my identity document and proof of residence to the email mentioned above,

Thank you very much for your attention.

Olá PANDA, acabei de enviar para o email mencionado acima o meu documento de identidade e comprovante de residencia,

Dez de já muito obrigado pela atenção.

Couldn't I send the information via email and have you check the KYC manually? Because the system won't let me complete even the first step of KYC

The casino responds to emails, but he didn't understand that I can't get past PART 1 OF KYC.

They sent me this email yesterday:

We hope this email finds you well. We are writing to resolve the issue with the KYC (Know Your Customer) documentation submitted.

Our team has carefully reviewed the documents you provided during the KYC verification process. Unfortunately, we noticed some discrepancies or inaccuracies that prevented us from successfully completing the verification.

To proceed with the KYC verification and ensure the accuracy of your account information, we request that you resubmit the necessary documents following the guidelines below:

Proof of Identity: Provide a clear and legible copy of a government-issued identification document. This could be a passport, driver's license or national identity card. Make sure all details including your full name, date of birth and photo are clearly visible.

Proof of address: Submit a recent utility bill, bank statement, or official document that shows your name and home address. The document must be dated within the last three months.

Photo Verification: Along with the other documents, we require a selfie of you holding the same government-issued ID used in step 2 and a handwritten note (write your username, current date, and BC.GAME). Make sure your face and identifying details are clearly visible.

Please take extra care to provide accurate and up-to-date information during the resubmission process. This will speed up the verification and allow us to complete the process efficiently.

Once you have collected the correct documents, you can submit them through the website's verification tab.

We understand that accurate KYC verification is essential for account security and compliance with regulatory standards. Rest assured that all information you provide will be treated securely and confidentially in accordance with our privacy policy.

If you encounter any difficulties or have any questions about the resubmission process, please do not hesitate to contact us.

Thanks for your cooperation and understanding. We hope to complete your KYC verification immediately to ensure a safe and seamless gaming experience on our platform

---

Compliments,

BC.GAME Team

But, I can't go through part 1 of KYC, the way to solve this problem in my opinion would be for me to send the documents manually, I send the ID, they approve, so I go to do my self, they refuse, they say my age does not meet the requirements

Não poderia enviar as informações por e-mail e vocês verificarem o KYC manualmente? Porque o sistema não deixa eu concluir nem a primeira etapa do KYC

O cassino ele responde aos e-mail, porém ele não entendeu que não consigo passar da PARTE 1 DO KYC.

Eles me mandaram esse email ontem :

Esperamos que este e-mail encontre você bem. Estamos escrevendo para resolver o problema com a documentação KYC (Conheça seu cliente) enviada.

Nossa equipe revisou cuidadosamente os documentos que você forneceu durante o processo de verificação KYC. Infelizmente, notamos algumas discrepâncias ou imprecisões que nos impediram de concluir a verificação com êxito.

Para prosseguir com a verificação KYC e garantir a precisão das informações da sua conta, solicitamos que você reenvie os documentos necessários seguindo as orientações abaixo:

Prova de identidade: Forneça uma cópia clara e legível de um documento de identificação emitido pelo governo. Pode ser um passaporte, carteira de motorista ou carteira de identidade nacional. Certifique-se de que todos os detalhes, incluindo seu nome completo, data de nascimento e foto, estejam claramente visíveis.

Comprovante de endereço: envie uma conta de luz recente, extrato bancário ou documento oficial que mostre seu nome e endereço residencial. O documento deve ser datado dos últimos três meses.

Verificação de foto: Junto com os outros documentos, exigimos uma selfie sua segurando o mesmo documento de identificação emitido pelo governo usado na etapa 2 e uma nota manuscrita (escreva seu nome de usuário, data atual e BC.GAME). Certifique-se de que seu rosto e detalhes de identificação estejam claramente visíveis.

Tenha cuidado extra para fornecer informações precisas e atualizadas durante o processo de reenvio. Isso agilizará a verificação e nos permitirá concluir o processo com eficiência.

Depois de coletar os documentos corretos, você pode enviá-los por meio da guia de verificação do site.

Entendemos que a verificação KYC precisa é essencial para a segurança da conta e a conformidade com os padrões regulatórios. Tenha certeza de que todas as informações fornecidas serão tratadas de forma segura e confidencial, de acordo com nossa política de privacidade.

Se você encontrar alguma dificuldade ou tiver alguma dúvida sobre o processo de reenvio, não hesite em nos contatar.

Obrigado por sua cooperação e compreensão. Esperamos concluir sua verificação KYC imediatamente para garantir uma experiência de jogo segura e perfeita em nossa plataforma

---

Cumprimentos,

Equipe BC.GAME

Mas, eu não consigo passar pela parte 1 do KYC, o jeito que resolver esse problema na minha opnião seria eu enviar os documentos manualmente, eu envio o rg, eles aprovam, assim que vou fazer minha self, eles recusam, dizem que minha idade não cumpre os requisitos

The casino responds to emails and appears to want to resolve the issue, but I don't think they understand what is actually preventing me from carrying out KYC.

I manually sent my driver's license, proof of residence, and a photo proof (photo of me with my ID in hand) I hope this time it works.

O cassino responde aos e-mails e aparenta querer resolver o problema, só que acho que não entenderam o que de fato está impedindo a minha realização do KYC.

Enviei manualmente minha carteira de habilitação, comprovante de residência, e uma prova com foto ( foto minha com meu rg em mãos) Espero que dessa vez de certo.

Thank you very much, Josewewew, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Good morning, I sent the data requested in KYC, to the email corresponding to support.

One self of me, another self holding identification document + current date

And proof of residence, I'm waiting for a response.

But thanks for the help

Bom dia, enviei os dados solicitados no KYC, no email correspondente ao support.

Uma self minha, outra self segurando documento de identificação + data atual

E o comprovante de residência, estou aguardar uma resposta.

Mas obrigado pela ajuda

Dear Josewewew,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

They reported in the email that the account has not been verified yet because they do not approve my kyc.

Claiming that I am not old enough to meet the requirements to access the platform's services.

3 days ago, I manually sent the documents by email, now what's left is to wait for the casino's response

Below is the image of the emails I sent to the casino, they take on average 3 to 7 days to respond.

Eles relataram no e-mail que a conta não foi verificada ainda porque não aprovam meu kyc.

Alegando eu não ter idade que cumpra os requisitos para acessar os serviços da plataforma.

A 3 dias atrás, enviei manualmente os documentos por email, agora o que resta é aguardar a resposta do cassino

Segue a imagem dos emails que enviei para o cassino, demoram em media 3 a 7 dias pra responder..

So far I haven't received a response, you contact support inside the casino they just wait, one minute they tell you to wait 24 hours, then 48 hours, then 7 days, in a little while they will tell you to wait 1 month.

The funny thing is that there is no bureaucracy to put in the money.

Now to do the survey is this soap opera

That's not much, imagine people who have high earnings?

Simply disappointed with the casino.

Até agora não obtive resposta, você entra em contato com o supporte dentro do cassino eles só tem enrolam, uma hora falam pra aguardar 24 horas, depois 48 horas, depois 7 dias, daqui a pouco vão falar pra aguardar 1 mês.

O engraçado que pra colocar o dinheiro não tem burocracia nenhuma

Agora pra fazer o levantamento é essa novela

Isso que não é muito, imagina as pessoas que tem ganhos elevados?

Simplesmente desapontado com o cassino.

I contacted support, and they said that the proof of residence must be at least 3 months old, but the proof I sent is from December, it is 1 month old now.

Entrei em contato com o supporte, e eles disseram que o comprovante de residencia tem que ter no minimo 3 meses, mas o comprovante que enviei é do mês de dezembro, completou 1 mês agora.

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.

Hi,

We are currently reviewing your case and will provide you with an update within the next 24 hours.

Best Regards,

PANDA - BC.GAME

Ok Panda, I will wait, thank you in advance for your understanding and patience.

Ok Panda, irei aguardar, dez de já obrigado pela compreensão e paciência.

Good morning, it's been 48 hours and I still haven't heard back.

And now I can't even access the account.

It says "account verification required"

Bom dia, já se passaram 48 horas, e não tive resposta ainda.

E agora não estou conseguindo nem acessar a conta.

Está falando " verificação de conta necessaria"

Good morning gentlemen.

I hope no one else goes through this.

I have already sent all possible documents.

Now they no longer respond to emails.

And they logged me out of the account.

I contact support, but they always say the same thing.

They haven't responded to email in over 15 days.

Bom dia senhores.

Espero que ningu´ém mais passe por isso.

Já envei todos os documentos possiveis.

Agora não respondem mais aos e-mail.

E me deslogaram da conta..

Entro em contato com o suporte, mas sempre dizem a mesma coisa.

No email já não me respondem a mais de 15 dias..

This time it didn't fail.

However, I still have the withdrawal disabled.

Do I need to do anything else?

Dessa vez não falhou.

Porém ainda sigo com o levantamento desativado.

Será que preciso fazer mais alguma coisa ?

Dear BC.Game Casino,

Could you state why the player is unable to withdraw the funds?

I'll be awaiting your reply.

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.

Hi, I come here to thank you for your understanding and cooperation from the casino, and from you at CASINO GURU!

I just made the withdrawal.

Therefore, I ask that you close this complaint and thank you once again to everyone involved in the case!

Oi, venho aqui agradecer a compreensão e colobaroção do cassino, e de vocês da CASINO GURU!

Acabei de realizar o saque.

Por tanto peço que feche está reclamação e obrigado mais uma vez a todos os envolvidos no caso!

Hello Josewewew,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru