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

I have been able to withdraw for two times on bc game but the third one around when my winnings got higher it needed KYC, upon submitting the KYC verification it failed and all that the support say is to make an email

I've sent an email for the first time on their support mail and waited for a reply for 3 days and tried again because of no reply. On the second try they said to send it to kyc mail.

I've attached documents even a selfie with me holding the said document. I hope I could get a reply as early as possible

Thank you casino guru may you help me resolve this problem, it would help me a lot withdrawing my winnings

Dear mirgramz,

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

Thank you Kristina, I'll be waiting. After 14 days if there's still no reply I'll let you know once again

Dear mirgramz,

Have you received your withdrawal from the casino yet?

Good day Kristina,

I still cant withdraw any of my winnings, i have sent an email for 12 days now and haven't got any response yet so I got back to chat support to ask for an update. To my surprise they told me to reset and send a KYC verification documents again because they said it was blurred when my documents are clear and for the 12 days duration KYC and BC game emails did not response to me ever even until this day. I had to message the support again, if not for me messaging support again i wouldn't had known about the reset of KYC.

I'll resend my documents to them hopefully today after my work because I'll add some more documents to prove my identification. Hoping you could help me out. Thank you very much

Thank you for your reply, mirgramz. Could you please clarify which documents has the casino requested? Have you already provided them all?

Upon the KYC verification I chose the option of Drivers License to confirm my identification. It was all approved in the process but when the verification was done they failed it.

So I contact their support and told me to email their support@bc.game with these informations.

1.BCgame username

2.Registered email address

3. One deposit transaction (TXID)

4. Commonly used IP address

5. Commonly used device.

When I emailed them there was no reply for a week so I checked for an update on support again, and to my surprise they told me to email kyc@bc.game for the complaint. It was very unlikely to get no replies with these kind of casino sites so I emailed their kyc and submitted the documents and a screenshot of what the support said

I waited 14 days and got no reply again. For the third time I was not surprised anymore and I contacted their support again and told me that my documents were blurred and there were screenshots of the support conversation so they asked to email and reset my kyc again.

I haven't emailed them again yet because I'm waiting for a delivery parcel to take a photo of my address for extra documents to confirm my identification. Hope you can help me contact them. My documents where clear and not blurred but they asked for a reset

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.

Thank you Kristina, I'll email it to you. I also don't want to destroy any names on bc.game. I'll send it to you later today or tomorrow thank you very much

Hi,

Could you please take a screenshot of the withdrawal issue you are encountering? From my end, everything appears to be in order, with all permissions correctly set, and it seems that you should be able to withdraw normally.

Best Regards,

PANDA - BC.GAME

I sent you both an email Thank you, hope I'll get reply. I emailed support@bc.game in your end BC.Game, I just want to withdraw my winnings in ewallet/gcash thank you very much

I got the reset and processed the KYC again on the site. It failed again, it's a no surprise by now. Please read the email I sent you with documents so you can verify. The site automatically fails drivers license KYC

Hello Kristina and BC Game, Thank you for helping me out and understanding the complaint of your players. I can now withdraw and I can say this case is now solved. Much love ❤️

Dear mirgramz,

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,

Kristina

Casino.Guru