BC.Game Casino - El retiro del jugador se retrasa debido a la revisión de KYC.

I submitted my kyc and the backend team is still reviewing it, but they said it will take a few hours or a few days.

Still no progress

And the ID doesn't connect either

kyc를 제출 했습니다 백엔드팀에서 아직 검토중이라 하는데 몇시간에서 며칠이나 걸린다고 합니다

아직 진전이 안보입니다

그리고 아이디도 접속이 안됩니다

Dear Leekangsoo,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing.

Please understand that the KYC process is an essential step required by all serious and licensed casinos to ensure that funds are paid out to the rightful owner. Since they cannot verify players in person, this procedure—however time-consuming it may seem—is their only way to carry out proper verification. As such, it may take a few working days for the casino's team to thoroughly review and approve all submitted documents.

Could you please let us know:

• Which documents you have already submitted
• The exact date when you sent the most recent document
• Whether all documents were provided in the correct format and as soon as possible

Also, you mentioned that the ID "doesn't connect"—could you clarify what you mean by this? Are you experiencing a technical issue when trying to upload or access your ID, or has the casino informed you there’s a problem with the document itself?

Once we have more details, we’ll do our best to help you move forward with your case.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have already completed all the KYC procedures for my resident registration card copy. However, I cannot access my ID and they are not giving me a refund.

KYC certification was done on June 3rd

And then he presents an outrageous condition.

I would like to see the deposit details from two years ago.

저는 이미 제 주민등록증 등본 모든 kyc과정을 마쳤습니다 그럼에도 불구하고 아이디 접속 불가 및 환전을 안해주고 있습니다

Kyc인증은 6월3일에 했습니다

그리고는 터무니 없는 조건을 제시합니다

2년전 입금했던 입금내역을 달라고 합니다

Could you please specify when exactly you registered at this casino?

Is there any possibility that someone from your household or sharing the same IP also created an account at this casino in the past?

No, I created it. I created the ID about 2 years ago.

아뇨 제가 만들었습니다 약 2년전에 아이디를 만들었습니다.

Dear Leekangsoo,

The casino representative has contacted us and provided evidence showing that you created multiple accounts at this casino. Additionally, we were informed that the casino’s risk department had previously issued a warning regarding certain prohibited activities, which could lead to the closure of your account.

It appears that these activities have continued, and therefore, we are unable to assist you further or continue with the mediation. For this reason, your complaint will now be closed.

Thank you for your understanding. I'm sorry we couldn’t be of more help on this occasion.

Best regards,

Veronika