BC.Game Casino - El jugador aún no ha recibido las ganancias.

Dear Crashito11,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It is not a KYC problem, they only withdrew the permission to be able to withdraw my money, I get the message permission denied, I need them to enable the permission to withdraw my money or refund me all of the money deposited in my account, IT IS NOT MONEY NO PROFITS OR BONUS, it's my own money! I need permission to be enabled so I can withdraw my money. The title of the complaint should be changed.

No se trata de KYC problema, solo retiraron el permiso para poder retirar mi dinero, me sale el mensaje permiso denegado, necesito que habiliten el permiso para retirar mi dinero o que me reembolsen la totalidad del dinero depositado en mi cuenta, NO ES DINERO DE GANANCIAS NI DE BONO, es mi propio dinero! necesito que habiliten el permiso para poder retirar mi dinero. EL titulo de la queja, debería ser cambiado.

Thank you for your reply, Crashito11. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi,

We would like to ask you to complete your Basic and Advanced KYC to be able to withdraw any funds. The same was asked by our support previously. Once you have completed the KYC process, please update here, and we will proceed further.

Best Regards

PANDA - BC.GAME

They never asked me for the KYC requirement, when I had the problem of a failed audit and the restriction on my withdrawal, I immediately contacted live support, they ignored me repeatedly, I have the photos that prove that.

Ellos nunca me solicitaron KYC requerimiento, cuando yo tuve el problema de auditoria fallida y la restricción a mi retiro, yo contacte inmediatamente con soporte en vivo, ellos me ignoraron reiteradas veces, tengo las fotos que comprueban eso.

Hello everyone,

Thank you both for your replies.

Dear BC.GAME Team,

Could you please clarify the situation? What should Crashito11 do in order to successfully request a withdrawal?

I am waiting patiently for a solution. But the casino representative still has not responded and there are only 16 hours left in my claim on this site, I hope you can respond before the time runs out, I have already done everything requested

estoy esperando pacientemente, una solucion. Pero el representante del casino aun no responde y ya solo quedan 16 horas en mi reclamo en este sitio, espero pueda responder antes que termine el tiempo, yo ya hice todo lo solicitado

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.

Thank you, I hope the casino can respond this time within the established deadline.

Gracias esperare que el casino pueda responder esta vez en el plazo establecido.

Hey there,

As we found some of the details in KYC and account a bit different we would like you to connect with our team via telegram for further clarifications, @BCGame_Bob

Best Regards

PANDA - BC.GAME

I would like it to be by this means please, I do not understand what different details you are referring to, I have already verified both requested ones, I waited a long time for the response, now it tells me that a problem arose, I would like you to be able to mention what it is, I am a little uncomfortable because many days have passed and I still don't receive any of my money, it is very uncomfortable to always be behind the whole problem and not see any solution, nowhere did they make such a problem for me after doing the kyc, I don't understand why It takes a long time to be able to withdraw my money and to have the withdrawal restriction lifted. It is very uncomfortable to be in this situation. Please ask that it be fixed as quickly as possible. I need the money… I have some important things to spend on this week and I want you to Please provide a quick solution and I would like to speak through this medium, not via Telegram, since on Telegram they never respond immediately, it is more of a waste of time. Please I ask for respect and that it can be resolved as soon as possible. I need the money for very important health things.

Me gustaría que sea por este medio porfavor, no entiendo a que detalles diferentes se refiere, ya hice la verificación las dos solicitadas, espere mucho tiempo para la respuesta, ahora me dice que surgio un problema, me gustaria que pueda mencionar cual es, estoy un poco incomodo porque muchos dias ya pasaron y aun no recibo nada de mi dinero, es muy incomodo estar detras de todo el problema siempre y no ver ninguna solución, en ningun sitio me hicieron tanto problema despues de hacer el kyc, no entiendo el porque demora mucho en poder retirar mi dinero y que me retiren la restriccion del retiro, es muy incomodo estar esta situación por favor pido que se arregle lo mas rápido posible, necesito el dinero… tengo algunas cosas importantes en que gastar esta semana y deseo que me den una solucion rapida y quisiera hablar por este medio no por telegram, ya que en telegram nunca responden de forma inmediata, es mas perdida de tiempo. Por favor pido respeto y que se pueda solucionar lo mas pronto posible necesito el dinero para cosas muy importantes de salud.

Dear BC.GAME Team,

Is it possible for you to continue addressing the issue through this thread? Could you please specify what details were different and in what way?

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.

Again, waiting a long time for a solution...

Nuevamente, esperando mucho tiempo para una solucion…

I was contacted by BC.GAME Casino representative and I was informed that you couldn't withdraw your winnings because fraudulent activity was detected on your player's account. They provided sufficient evidence confirming their claims and that the casino acted in compliance with their General T&Cs. I am afraid that at this point, we are not able to proceed with this complaint

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.