The player from Tibet has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. After an extended period of time, the casino informed the player that their account had been unlocked and that they could make a withdrawal. The player received their payment and the case was resolved.
BC.Game Casino - Player believes that their withdrawal has been delayed.
Amount: $3,000
BC.Game Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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9 months ago
Translation
I have been a long-standing member of BC.game and am already at VIP level 29, which alone signifies the large amount of money I've invested, or rather lost, on the platform. Recently, I won 3000 USD in the lottery, and exchanged it for USDT before converting it to Bitcoin to withdraw it to my wallet. However, I was unable to proceed with the withdrawal. Upon requesting support, they presented me with some nonsense about money laundering in some obscure country, while the substantial deposits of 3,4 or 6000 USDT and the hassle-free withdrawals of the same amounts in the past were non-issues. Now they are suggesting that I deposit 3000 and make 3 bets, after which I can withdraw my lottery winnings. Apparently, I can only withdraw what I deposit now. This is outright fraud. I didn't steal this money, I won it fairly in the lottery. So, I fail to understand the relevance of their money laundering claims and so on.
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9 months ago
Dear cima,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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9 months ago
Translation
hello kristina i will wait no problem let's see after 14 days i'll even give them a month if necessary it should only be paid to me because i won it and didn't steal it and i won it in their kazino i don't ask for it Something I'm not entitled to, I also lost a lot of money there but never made a complaint because I know what I'm doing.
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8 months ago
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no, as I said, he doesn't let me do this every time I try to take off, I always get the message access denied.
this is a photo screenshot of winning the lottery
and here's another one from the access denied message
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8 months ago
Thank you very much for your reply, cima. Do I understand correctly that you have made successful withdrawals before?
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.
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8 months ago
Translation
That's right I've often withdrawn sums of 500-6000 and deposited without problems, that's why the VIP lvl 29. I haven't deposited anything for a few months now and have the wheel of fortune (Lucky Spin) which is available to me free of charge once every 24 hours turn, and the monthly cashback both bonus options enabled me the sum of 2.75 with which I bought 27 lottery tickets and one of them won the 3000 that I can not withdraw. the support there is shit, they don't understand anything and have no explanation except for some rubbish of alleged money laundering. I would like to add that I bought more than 15577 tickets with my money that I deposited, so it's an outrage that they don't give me my winnings with a shitty statement like money laundering or the like. I should deposit the same amount that I won and place bets and then I could possibly withdraw the amount, but here I will send you the chat session with customer support
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8 months ago
Thank you very much, cima, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.
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8 months ago
Hello cima,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BC.Game Casino to join the conversation and participate in the resolution of this complaint.
Dear BC.Game Casino,
Can you please provide some insight into the situation? Please clarify what is required of the player in order to withdraw their winnings.
Kind regards,
Adam
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8 months ago
Translation
Hello Adam,
and thanks to Kristina for the work ahead. I hope that they slowly give a normal reasonable justification for the behavior.
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8 months ago
Hello Cima ,
Firstly we require you to complete identify verification. The 3-step verification can be done via the following link - https://bc.game/setting/verify
Please let me know once completed.
Best regards,
BC.GAME
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8 months ago
Thank you for your response, BC.Game Casino.
Dear Cima,
Can you advise if you have completed the verification process mentioned?
Kind regards,
Adam
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8 months ago
Translation
Hello Adam,
I finished the verification today but it is still being checked
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8 months ago
Hello Cima,
Thank you for the additional information.
Dear BC.Game Casino,
Can you please provide an update on the situation?
Kind regards,
Adam
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8 months ago
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.
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8 months ago
Translation
Hello Adam,
The whole point is that I'm in the right and they don't want to pay me the money. Which is why they don't want to answer either. How or where Can I sue this platform or take further steps? Do you have any experience with this? BC Game Casino didn't even verify my account even after I submitted all the required documents. I work as customer support on an online platform myself and know how long verification takes, the customer support at BC is terrible.
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8 months ago
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just look at this shitty support, the last thing you get is no clear information about anything, no matter what you ask for, no information.
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8 months ago
Hello cima,
I appreciate your frustration, but sometimes the verification process can take longer than expected. I have now made contact with the casino via Skype and asked them to provide further information, so I will extend the timer accordingly. For now, we should try to remain patient and await their response.
Kind regards,
Adam
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7 months ago
Dear cima,
There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask BC.Game Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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7 months ago
Translation
Hi Adam,
Unfortunately nothing happened from BC Game, they didn't verify my account or anything else like that. The account verification was already 1 month ago since I submitted all of my required documents. As far as my payout is concerned, it's also frozen and I can't make it. But there is nothing happening from BC Game about this and as you have already noticed, there is no response from them either.
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7 months ago
Hello,
We are still in the process of investigating the matter and kindly request an extension of 7-10 additional days to complete our investigation.
Best regards,
BC.GAME
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7 months ago
Translation
OK, wonderful, the main thing is that you get an answer from them
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7 months ago
Hello B.C.Game Casino,
Thank you for your response, the timer will be extended for 10 days.
We will await further information from you, please let us know if the investigation is concluded sooner.
Kind regards,
Adam
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7 months ago
Dear B.C.Game Casino,
Can you please provide an update on the situation? Has the investigation been concluded?
Kind regards,
Adam
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7 months ago
Translation
Hi Adam,
The reason they didn't carry out my verification was because they had now updated the platform and added further details. see the screenshot
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7 months ago
Dear B.C.Game Casino,
Can you please clarify the situation? does the player need to submit further documents?
Kind regards,
Adam
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7 months ago
Translation
Hi Adam, I have completed my verification so far 
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7 months ago
Hello cima,
Can you please provide an update on the situation? Are you now able to make a withdrawal?
Kind regards,
Adam
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7 months ago
Translation
Hi Adam,
no, unfortunately still not. The verification now worked within 5 minutes. But the payout still doesn't work. No change in this regard. Where can you complain or take legal action against this casino?
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7 months ago
Dear B.C.Game Casino,
Can you please respond and explain the issues the player is continuing to experience?
Kind regards,
Adam
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7 months ago
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.
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6 months ago
Dear Cima,
Has there been any progress with your withdrawal? Or are you still unable to make a withdrawal?
Kind regards,
Adam
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6 months ago
Translation
Hi Adam
There is no progress as you have probably noticed, they don't answer back. I can't withdraw either and I don't get any response from the casino. Man is just there and nothing happens, the money is in my account and I can't withdraw it but I don't get a message why I can't hand it over or any information about my request, they screw us over without any scruples.
LG, Cima
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6 months ago
Hello,
We sincerely apologize for the extended delay in addressing your account issue. We are pleased to inform you that your account is now unlocked, and you can proceed to withdraw your funds without any restrictions.
We truly appreciate your patience throughout this process and apologize for any inconvenience caused.
If you require any further assistance or have additional questions, please feel free to reach out to us.
Best Regards,
SAM - BC.GAME
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6 months ago
Thank you for the update, BC.Game Casino.
Dear cima,
Can you please confirm the above, and let us know when you have made your withdrawal? We will then close the complaint as 'resolved'.
Kind regards,
Adam
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6 months ago
Translation
Hi Adam,
Thank you very much for your help, I was able to withdraw my money today and everything went smoothly 😄👌
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6 months ago
Hello cima,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, cima, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
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