BC.Game Casino - Player fails to pass KYC verification.

Hello.

I'm having problems with my KYC pass. In the morning, I was unable to withdraw funds from my account. 

I wrote to the support team and was told that I need to go through KYC "Advanced Verification". I took a passport photo, twisted my head in front of the camera and sent today's bank statement. The program did not let the passport through and I took a second photo. Afterwards, the program told me that the KYC would not pass due to age. 

I am 65 years old. 

I tried to contact the support service again. They can't help me and wrote to wait until a new attempt to pass the KYC is available. They don't know the deadline and the reason too. I can not withdraw money. Help to solve this problem, please

Hello borkaantonovic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, Nick.

The verification process started yesterday.

Unfortunately, I don't know which documents were accepted and which were not, as it is not displayed anywhere. The only thing I know is that I was not verified because of my age, as it was written to me at the end of the verification in a third party application (where KYC takes place).

Just yesterday I talked to the support team and they said that they don't know why I was not verified and that I should contact them later, in 24 hours - which I did. 

Today I got exactly the same answer as yesterday:

"We are checking with our KYC team about the status of your KYC. In the meantime, please be patient. We will get back to you as soon as possible.

If there is no update within 24 hours, you can contact us again about the update. Thank you for your patience and understanding." 

No additional documents are requested from me. They don't let me re-verify either. They only write - wait. The status of my verification is NOT Passed.

The last letter from the mail: "We regret to inform you that after reviewing, your KYC verification has not been approved. Unfortunately, resubmission is not an option at this time."

Hello borkaantonovic,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hello Nick,

I just sent screenshots to the above email. 

Dear Casino Guru,

I hasten to inform you: my account was not verified, but I was given the opportunity to withdraw my money.

I can close the case.

Thank you for your work and support.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.