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

Dear josefritolopez80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your address seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

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

Best regards,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

Hello,

Indeed, the only issue was with KYC. I passed my personal ID verification with a selfie and ID without any problems. The problems arose when submitting proof of address. I sent an invoice in PDF and PNG formats, but the casino's verification system detected it as edited, when it wasn't.

Greetings

Hola,

Efectivamente, el único problema ha sido con el KYC. He pasado la verificación de mi identificación personal con selfie y documento de identidad sin problemas. Los problemas han venido al enviar la prueba de domicilio. Envié una factura en formato pdf y en formato png, pero el sistema de verificación del casino lo detecta como editada, cuando no es cierto.

Saludos

Hello,

The user can reach out to our email support regarding KYC at support@bc.game and our team will assist them with proper instructions regarding their documents.

Best Regards

BC.GAME

Hello,

Could you please give me a support email address to contact regarding this matter? Because your chat support has told me there's nothing they can do.

Greetings and thanks

Hola,

me podéis decir un correo de soporte para comunicarme respecto de este asunto, por favor? Porque vuestro soporte por chat me ha indicado que no puede hacer nada.

Saludos y gracias

Hello josefritolopez80,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

Thank you both for your replies.

josefritolopez80, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I'm forwarding the emails to you. as if they won't let me verify

Greetings

Hola, te reenvío los emails a kristina.s@casino.guru como que no me dejan verificar

Saludos

Hi, any news? My money's still frozen...

Greetings

Hola, alguna novedad?? Sigo con el dinero bloqueado...

Saludos

Have you tried contacting the casino support via their email address (support@bc.game)?

Yes, I have written to them, and without response.

Greetings and thanks

Si, les he escrito, y sin respuesta.

Saludos y gracias

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear josefritolopez80,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BC.Game Casino representative to join this conversation.

Dear BC.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Well, it seems the Casino doesn't want to cooperate. They don't answer my emails or respond here.

Pues parece que el Casino no quiere colaborar. Ni responde mis emails ni responde por aquí

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear josefritolopez80,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear josefritolopez80,

Could you please confirm, if your verification and withdrawal problem still persists?

Yes, everything remains the same.

I have no news from the casino

Si, todo sigue igual

No tengo noticias del casino

Hello,

Any news?

Hola,

Alguna novedad?

Dear josefritolopez80,

Although a casino representative took interest in the case, I haven't received any clarification from them. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=eb594d3736996b404a65cd6d8c3878e5) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

The casino can reopen the case anytime.

Best regards,

Mirka

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We've received the following message for you:

Dear josefritolopez80:

We would like to verify your premium KYC verification. Please provide your Casino User ID (UID) and the email address you used to communicate with recovery@bcgame.com so we can re-verify your account status.

Thank you for your cooperation and patience.

BC.GAME Customer Service Team

Please notify me about your communication with the casino.

Thank you.

Dear BC.Game Casino,

Could you please provide us with an update on the player's verification process?

Thank you.

Dear josefritolopez80,

I'm sorry, I don't currently have your UID or previous emails with the support team. Could you please send your account information to martin@bcgame.com? Please use the subject line 【CASINOGURU-167151-KYC ISSUE】

Hello,

Data sent to the email address you are providing now.

Greetings

Hola,

Datos enviados al email que proporcionáis ahora.

Saludos

Dear josefritolopez80,

Your KYC process was incomplete due to multiple invalid address entries. Manual review of the KYC is now required. I have forwarded your email to the mailing list team; they will send you a clear email reply with instructions on what information to provide. Please follow the instructions.

Dear josefritolopez80,

Please notify me, when you receive update in your KYC process.

Thank you.

Dear josefritolopez80,

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.

Hello,

Sorry for not replying, the casino has reopened my account and I've been able to withdraw my money

Thanks for the help

Hola,

Perdona por no responder, el casino ha reabierto mi usuario y he sido capaz de retirar mi dinero

Gracias por la ayuda

Dear josefritolopez80,

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,

Mirka Dubasova

Casino.Guru