BC.Game Casino - El retiro del jugador se retrasa.

Hi,

I am starting to feel like this is a scam site and have deposited over 2k in this casino/sportsbook - now the withdrawal section has been under maintenance for two days and I am trying to withdraw my winning of over 2k. There is no wagering attached as it was a sports bet also. Has anyone had issues also?

I keep getting the same generic answers from support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear forster18,

Thank you very much for submitting your complaint. I’m sorry to hear about the concerns you’re having regarding the withdrawal maintenance and the lack of clear information from the casino’s support team.

To help us better understand the situation and assess whether this is a temporary technical issue or something that requires further intervention, I would like to ask you a few clarifying questions:

• What is the exact amount you are trying to withdraw, and on which date did you first attempt to request the withdrawal?
• Have you already completed the verification (KYC) process, and if so, was it confirmed as approved before this issue started?

I would also like to be transparent with you that this casino currently has 24 unresolved "No Reaction" complaints with Casino Guru, meaning it has been ignoring our attempts to communicate and resolve cases on behalf of players. This may limit our ability to actively mediate with the casino, but we can still review your case and advise you on possible next steps.

If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots showing the maintenance message, you are welcome to forward them to petronela.k@casino.guru for further review.

Thank you in advance for your reply.

Best regards,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear forster18,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru