bCasino - El retiro del jugador se retrasa debido a KYC y a la mala comunicación.

I'm trying to withdraw my winnings after meeting the wagering requirements from free spins. However, I hadn't submitted my KYC documents, so I uploaded them. After doing this, I attempted to make a withdrawal, but the only available option was bank withdrawal. Since my previous deposit was made via StickPay, I reached out for assistance. Unfortunately, I haven't been able to connect with an agent, and I haven't received a reply to my email. When I finally got a response, it was a request to submit my KYC documents on a related site. Previously, when I tried to withdraw through this related site, an agent promptly assisted me and manually processed my StickPay withdrawal. (I couldn't withdraw at that time because I hadn't carefully read the terms and conditions.) Now, I need to upload my transaction statements for KYC, and my response depends on whether I can still use StickPay for withdrawal or if I'm restricted to bank withdrawals. Due to the lack of communication, the withdrawal process is being delayed, and I am worried about whether I'll be able to withdraw my funds at all.

無料フリースピンからの出金条件達成となり出金しようとしていますが、KYC提出していなかったので、アップロードをしました。その後出金申請しようとしましたが、まず出金方法が銀行出金しか表示がなく、以前入金したのはスティックペイでしたので問い合わせ。エージェントは全く繋がらない、メールを送ったが返信なし。きたと思ったら系列サイトからKYC提出して下さいとの連絡で。一度この系列サイトで出金しようとした時はすぐエージェント対応となり、スティックペイ出金の方法を手動で行ってくれました。（規約をよく見なかったため、出金は出来ませんでしたが。）KYCの取引明細をアップロードするにも、入金と同じスティックペイの出金にしてもらえるのか、銀行出金しか出来ないのかによってこちらも対応する事が変わりますがその事について連絡が繋がらないので、その分出金までの時間が伸びていきます。出金出来るのかさえ不安に思えます。

Dear kupij0402,

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.

Could you please specify what website requested you to submit your identity documents for KYC? Do I understand correctly that you sent your identity information to a website different from the bCasino? How did this website contact you? If you received any email from them, please forward it to me at veronika.l@casino.guru.

Have you made any successful withdrawals from bCasino before?

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

KYC documents have been submitted to bcasino.

The contact came via email from galacticwins.

The missing documents included bank statements.

I don't know whether the statement is from StickPay or another bank, so I have inquired but have not received a reply, so I am unable to upload it.

This will be my first withdrawal.

Previously, I tried to withdraw $900 from GalacticWins, but it exceeded the bet limit set by the rules and the entire amount was confiscated.

The email will be forwarded.

KYC書類はbcasinoに提出しました。

連絡がきたのは、galacticwinsからのメールです。

不足書類に、銀行の明細と出ていたので

スティックペイの明細なのか、他の銀行のなのかが不明な為、問い合わせても返信がありませんのでアップロードするにも出来ません。

初めての出金になります。

以前↑のgalacticwinsで900ドル出金しようとした所、規約のベット上限を超えていて全額没収された事があります。

メールは転送させていただきます。

I contacted bcasino support about withdrawing STIC Pay, and when I finally got a reply, it turned out we hadn't communicated anything clearly, and they contacted me about KYC.

KYC was also submitted two days ago.

So I canceled the withdrawal once. After that, I sent another email asking how to withdraw money from STIC Pay. No matter how many times I tried to connect to the live chat, I couldn't get through... Please help me...

スティックペイ出金の事をbcasinoサポートに連絡して、やっと返信がきたと思ったら、全然話が噛み合っておらず、KYCの事を連絡してきました。

KYCに関しても、2日前に提出済みです。

なので、一度出金キャンセルをしました。その後、一度出金申請キャンセルしたので、スティックペイ出金方法を教えて下さいと再度メールを送りました。ライブチャットは何度試しても全く繋がりません、、、助けてください、、

Thank you for the update. Have your documents been approved by the casino yet?

Regarding SticPay not being available, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

I received another email from the same bcasino with a different content, and they told me to ignore the previous one. I asked them to let me know the current progress, but they said that the financial department is currently managing it and that they will contact me in 3 to 5 days, but I still haven't heard from them.

同じbcasinoから内容量の違うメールがきまして、先程のは無視してくださいと　連絡がきて、現在の進捗状況を教えて下さいと連絡した所、現在財務係りの方で管理しているだかで、3〜5日後に連絡が来ますと言われ、いまだに連絡きません、、

Sorry, I forgot to mention this, but when I first inquired, I explained that I was depositing money with StickPay, and they said, "We understand that," and told me to register my bank account first. After that, they told me that they only do bank withdrawals at the moment. They gave me a vague response as to whether the documents had been approved, but they said that the person in charge had been transferred to the financial department and that they would contact me in 3 to 5 days. Then, yesterday, I inquired again, even though some time has passed, but I still haven't received a reply.

すみません、記載忘れていたのですが、初めてて問い合わせた時はスティックペイで入金と説明した所、それはわかっています。と言われ、まずは銀行登録を行うように言われました。その後に、現在銀行出金しかやってませんと言われました。書類も承認されたのか曖昧な返答でしたが、財務担当に担当がうつったので、3～5日で連絡がきますとの事でした。そして、昨日再度、時間経過してますが、どうなのか問い合わせましたが、まだお返事はありません。

Thank you. Have you received any news regarding your verification in the meantime?

Please forward me the recent emails you received from the casino along with your replies at veronika.l@casino.guru. Thank you for your cooperation.

Last night I received the most reasonable email I've ever had, asking me to submit authentication, which I have just completed, and then I was informed that the withdrawal application would then be reviewed.

I have to get up early tomorrow, so I will forward the email from there again tomorrow m(_ _)m

昨日の夜になり、今までで1番マトモとゆうか会話になるメールがきまして、認証提出を言われましたが、提出にて先程完了し、出金審査に、入ると連絡ありました。

明日早いので、あちらからのメールは明日また転送させていただきますm(_ _)m

I was notified that my account would be approved on August 7th, and that the review would begin, so I'll wait a few days.

8月7日に認証出来たのか、アカウント更新させていただき、審査に入りますと連絡がきましたので、何日か待ってみます、、

Thank you for keeping me updated. If your verification does not get approved in the following days, please let me know and we will continue with the investigation. I appreciate your patience and cooperation.

Since I hadn't heard back from them, I contacted them yesterday and got a reply.

↓

Our finance team has informed us that they were unable to process your payment and are currently checking with our payment provider.

I received a reply saying, ``Yes.''

連絡がないため昨日、こちらから連絡先した所、返信がありまして

↓

弊社の財務チームから、支払いを処理できなかったとの連絡があり、支払いプロバイダーに確認中です。

との、返信がきました。

Can you please confirm that your account was successfully verified?

Has the casino indicated when the problem with the payment provider will be resolved? Did the casino cancel your withdrawal request?

After that, I was told to create an account in Japanese yen because I couldn't transfer the money unless I converted it from dollars to Japanese yen. I created an account and was told last Friday that the transfer would be processed on Monday. The money hasn't been transferred yet.

その後、ドルから日本円にしないと送金出来ないからと、日本円でのアカウントを作成してと言われまして、作成し、先週金曜日に送金手続きは週明けの月曜日になりますと言われました。まだ振込はされてません。

Thank you very much, kupij0402, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

When I asked when the withdrawal would be made, I was told to use live chat twice, but I couldn't get through so I replied by email. I was told that approval was given last Monday and that they were carefully processing the bank procedures. But still nothing.

出金はいつ頃になるか問い合わせた所、ライブチャットを使ってくださいと2回程返事がきて、繋がらないのでメールでお願いしますと返事した所、先週の月曜日に承認は降りて、銀行の手続きを慎重に行っていますとの連絡ありました。が、未だに何もありません、、

Hello there,

Thank you kupij0402 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask bCasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I would like to forward the last email I received, where should I send it to?

最後にきたメールを転送したいのですが、どちらに送れば良いですか?

Hello All,

Thank you for your patience while we investigated your concern.

Upon reviewing your account, we can confirm that all verification documents have been received and approved. The payment was executed on 19 August 2024 via Bank Transfer; however, it was returned by our payment processor with the message "DECLINED - INVALID BENEFICIARY."

We attempted the transaction again on 22 August 2024, but unfortunately, we received the same response from our payment processor.

After investigating the matter with the bank, we found that these transactions were declined due to the following error:

"status_description": "Invalid account number / branch number / account type / bank number."

This indicates that one of the parameters is incorrect and is preventing the payment from being processed.

We have escalated this issue for further investigation to find a solution. Once we receive more details, I will update you here.

Thank you for your understanding, and please feel free to reach out if you have any questions in the meantime.

Best regards,

bCasino Representative

Why can't I withdraw using the same method as I deposited? If possible, I would like to withdraw using another method. It has been more than a month since I resubmitted my upload and created a new account name. I need the funds as soon as possible.

入金方法と同じ方法で出金は何故できないのでしょうか??他の出金方法で出来るならそうしてほしいです。アップロード再提出やアカウント名再作成したり、1ヶ月以上たちました。出来るだけ早く資金が必要です。

Dear All,

Thank you for being so patient while we investigated your concern. 

We want to assure you that all payments are made back to the source for all players. 

However, due to the jurisdiction and currency of Japan, we are limited in the payment methods available with our payment processors.

At this time, Bank Transfer is the only method we can utilize. 

We have received confirmation that the funds have been successfully received, and the payment is now complete.

If you need further assistance or have additional questions, please do not hesitate to contact us. We're here to help!

Best regards,

bCasino Representative

Thank you for the update bCasino representative.

Dear kupij0402, let us know if you received the funds or if you require any further assistance in this matter. Thank you in advance!

The money was finally transferred on August 28th.

Thank you so much for all your help m(_ _)m

If you have any other questions, please contact me again. m(_ _)m

8/28にやっと振り込まれました。

色々とお手伝いして頂き、本当にありがとうございましたm(_ _)m

また何かありましたら、よろしくお願いしますm(_ _)m

Dear kupij0402,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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. 

Best regards, 

Peter