BC.Game Casino - El retiro del jugador se retrasa a pesar de la verificación.

I have completed all the verification, incuding camera verficiation, document adress, etc, and when i try to withdraw they dont allow me to.

Dont answer emails and chat service dont solve anything, just telling me stupid thing with no sense.

They want to keep my balance illegaly

Dear nieveseslo,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re facing. In order to better understand your situation and provide the most effective support, I’d like to ask a few questions to clarify the details of your case:

• Could you please specify the reason the casino provided for not allowing you to withdraw your winnings?
• Did you accumulate your winnings while playing with or without a bonus?
• Have you successfully completed the full KYC verification process? Were all your identity documents, photographs, and videos approved by the casino?
• When was the last time you communicated with the casino regarding this issue, and what was their response?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?

Your answers will help us assess the situation and determine the best course of action. We understand how frustrating these experiences can be, and we are here to assist you.

Looking forward to your response.

Best regards,

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Could you please specify the reason the casino gave you for not allowing you to withdraw your winnings?

They don't give me any reason. They take hours to answer the chat, but they don't say anything and they never answer the email.

Did you accumulate your winnings playing with or without a bonus?

No bonus

Have you successfully completed the KYC verification process? Did the casino approve all your ID documents, photos and videos?

Yeah

When was the last time you contacted the casino regarding this issue and what was their response?

Today, and nothing, let him keep waiting.

What kind of games did you play to accumulate your winnings? Were they slots, live casino games or sports betting?

Live betting and roulette

¿Podrías especificar el motivo que te dio el casino para no permitirte retirar tus ganancias?

No me dan ningún motivo. Por el chat el cual tardan horas en contestar no dicen nada y email no contestan nunca

¿Acumulaste tus ganancias jugando con o sin bono?

Sin bono

¿Ha completado con éxito el proceso de verificación KYC? ¿El casino aprobó todos sus documentos de identidad, fotografías y vídeos?

Sí

¿Cuándo fue la última vez que se comunicó con el casino con respecto a este problema y cuál fue su respuesta?

Hoy, y nada, que siga esperando.

¿A qué tipo de juegos jugaste para acumular tus ganancias? ¿Eran tragamonedas, juegos de casino en vivo o apuestas deportivas?

apuestas y ruleta en vivo

Hello,

As I can check, the account has already been back to normal since 01/04/2025 19:46 after the user has cleared their advanced KYC. Please let us know if there is anything else we can assist you with?

Best Regards

Panda - BC.GAME

Dear Panda,

Thank you for getting in touch with us and providing more information regarding the player's issue.

Dear nieveseslo,

Could you please confirm that your issue has been resolved in the meantime? Please let me know if there is anything else we can assist you with.

Dear nieveseslo,

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.

Yes, they finally paid me after filing the complaint.

thank you

si, finalmente me pagaron despues de poner la queja

gracias

Dear nieveseslo,

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, 

Veronika Fritz 

Casino.Guru