BC.Game Casino - El retiro del jugador se retrasa debido a la revisión de KYC (Conozca a su cliente).

On the 19th of August 2026 i won 7788.20usd on a slot called Ander Meegan. This accumulated to 9000usd total in my wallet. Right after i tried to withdraw the withdrawals were canceled by support and kyc was triggered. I completed KYC on the site and messaged support which they then told me to wait one day and recontact them because they are not sure how long it would take. I think these guys are moving shady because which platform or large gaming company takes so long to review kyc when all documents are submitted? I uploaded the chat log with support to review how shady these people are moving.

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Dear Raks96,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Thank you Tomas for the prompt reply. Currently they suspended my withdrawal option. I contacted support a few times but every agent and sometimes the same agent are clueless on what i am talking about each time, note they are always escalating the case but there is no ticket id and no estimated time frame and feedback. I have screenshotted some of the chat logs with customer service and you can clearly see that they cannot give no information. Note that nothing was wrong with my account except submitting kyc which was accepted and verified. I am kindly asking for your help in this matter, if i can send you the chat logs privately for your review.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Raks96,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas