BC.Game Casino - Player having difficulties withdrawing due to KYC issues.

Alright so I will explain. I go into bc.game and deposit without KYC being triggered. I then play a bit and win $1k and when I go to withdraw, I get it suspended and then I need to do KYC. I am like ok fine, so I then upload my ID. It failed to read it for some reason. I try again, same fail. I keep trying different ids, my passports, drivers license, even an id non expired from out of my home country. I talk to support and I get BS responses in either broken english or horrible spelling. At this point, I email bc.game asking for support. For three weeks, I have been going back and forth. They reset my KYC, I upload my ID, I cant complete it, then they reset again. Finally, I got an ID that did not lock my KYC, but showed an error called document limited. I email support, and for two straight weeks they keep saying to complete KYC. I cannot upload my ID to your website because I am document limited how do you expect me to complete KYC. This is by far the worst casino I have ever gambled on. Today, I decided to screw my money and be like whatever. I end up winning even more and now I am re motivated to try. So please, just let me withdraw my funds and lock my account if you are not willing to help me fix the "document limited" error. It is illegal to hold my funds for this long. 10 grand is at stake here and you guys are just holding it, not even giving me a chance to recover it, and when I ask for help I get the same automated bot responses that have 0 help at all. I am fully aware I need KYC to withdraw, as I have been emailed 500000 times by your horrible online support, but give me the chance to do it. This is bullshit and I deserve my money back. Stop giving me the same stupid excuse that my documents are blurry because they are not, I took them with my iphone 14, nor give me excuse that it isnt valid because I have 4 forms of ID i tried all non expired.

Hello reportedcheats,

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?

Looking forward to your answer.

Regards,

Nick

The issues started around 3 weeks ago. I have uploaded my ukranian passport, my german ID card, my drivers license. I talked to this casino so many times but the last time was on the 27th when they responded with a generic response that is not helpful. I told them that I was document limited and I was not able to upload my ID to do KYC and they just told me to complete KYC. Super unhelpful since I literally said that I can't upload my ID due to their website not working. I asked them if I can just withdraw my money and then they lock my account and they told me I must do KYC. How am I supposed to do KYC if your stupid website is not letting me even upload my ID and your support is not giving me genuine fixes on what to do, but instead just telling me to do KYC. I know I need to do KYC, I would be happy to do it but how am I supposed to do it if your website wont let me upload my ID.

I am not from texas I am currenlty on vacation there to meet family. I am originally from ukraine and reside in germany

Hello,

First of all, I would like to extend my apologies for the issue you have been facing with KYC.

Could you please email your valid government-issued document, along with a selfie of you holding that document and a piece of paper with the text "FOR BC.GAME KYC" and the current date? You can send this to support@bc.game and CC panda@bc.game.

I look forward to receiving the details so I can assist you further.

Best regards,

PANDA - BC.GAME

Hello reportedcheats,

Please do as the casino advises and let us know the outcome.

Dear reportedcheats,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.