BC.Game Casino - El retiro del jugador se retrasa debido a un problema de verificación.

I am a player from Russia. I registered on March 17. I bet on sports and casinos. I made conclusions. Now my balance is 697 dollars (the amount of my deposit). I was asked for verification. I passed but they rejected it. Now they do not answer and do not allow me to withdraw money. Help

Dear dederebooogf4,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is only your withdrawal option blocked? Are you able to deposit and play?
• When was the last time you were in contact with casino support, and what did you discuss?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I have been blocked from playing and withdrawing funds

I talked to them 3 days ago, they told me that my verification was unsuccessful, and they didn't answer me anymore

I played sports betting and in the casino in crash

I didn't use the bonus

Thanks for your reply and explanation of the situation.

• Could you please confirm that you filled out your player's profile with accurate personal information?
• Could you please list which documents you provided for verification of your account to the casino?

I uploaded my passport and they told me that I already have an account and I was denied further verification. But I don't remember that I already had an account.

In any case, my deposit is on the account and I want to take it back

Thank you very much, dederebooogf4, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 dederebooogf4,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the rejection of the player's verification documents?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hello,

The user has already tried to do the same KYC on the other two accounts. One account has already passed the KYC at 10/21/2024 19:42. We recommend that the user use only one account. We will be locking the other two accounts. If the user doesn't remember their account, they can email us, and we can give them a hint about the account. Email us at panda@bcgame.com

Best Regards

BC.GAME

let me withdraw my funds

Dear dederebooogf4,

I wanted to inform you that I’m currently in direct communication with the casino representative outside of this thread and am awaiting additional information regarding your refund eligibility.

However, please note that if the claims concerning multi-accounting are confirmed, we would no longer be able to assist you, as this constitutes a serious violation of the Terms & Conditions at most online casinos.

I’ll update you as soon as I receive any further information.

Hello,

The user has already made their withdrawal, and now we have locked the account. If the user wants to access our platform, they can only do so with this account, 55960484. We recommend that the user not create any further accounts apart from the one mentioned. We cannot assist the user further if there is any breach of the terms.

Best Regards

BC.GAME

Dear dederebooogf4,

Could you please confirm that you have received the funds?

Dear dederebooogf4,

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,
Kubo
Casino.Guru