BC.Game Casino - El retiro del jugador se retrasa después de pasar KYC.

I can’t withdraw my money from the casino.

they blocked me the withdrawal and wrote in chat that I must to pass KYC and advanced KYC

I passed it, and still the withdrawal is not available for me.

today is 27/02/2024 20.00 utc

I passed KYC 26/02/2024 21.00 utc

already a day passed and nothing happened

Could you please help me.

I still have access to account, I played name called baccarat, and tried to make a withdrawal via sol network in USDT

i attach you screen of my advanced and regular KYC, and also a screen what is shows to me

Dear holmes14052000,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino?
• Have you contacted the casino regarding why the withdrawal option is still not available to you?
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

I am client for like 2-3 days as of now

Yes, they told me that I need to pass KYC and advanced KyC which I successfully did.

Then they proceeded to tell me that they sent the request to their department and I need to wait 24 hours. And that’s all..

Nope, I totally played on my own money. And still can’t withdraw them

above are what they wrote to me about that. And that’s their average answer, no details

Thank you very much, holmes14052000, for providing the necessary information. 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.  

Hello holmes14052000,

I am so sorry to hear about your problem with the casino. 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 state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello,

According to our records, your account returned to normal after the KYC process. Additionally, on February 29th, you set a self-exclusion for three months. If there are any outstanding issues, please let us know.

Best Regards,

PANDA - BC.GAME

Hello holmes14052000,

Could you confirm if you have asked for a self-exclusion for three months? Is there anything else I can help you with regarding the case?

I'll be awaiting your reply.

Dear holmes14052000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.