BC.Game Casino - Player is struggling to complete account verification.

Hello .

I opened my account a few weeks ago.

I have made a deposit with crypto without getting any bonus.

I tried to make withdrawal about 20 days ago and they won't let me. They have disabled withdrawals on my account.

I spoke the first day on the live chat and they told me to send some information to their email, which I did.

They never answered me. I sent them the same things again and again. Now they didn't even answer the live chat. The money I have is about €270.

Can you help me please?

Dear vangelakos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Has there been any reply from the casino at all? If yes, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello again .

I understand what you are saying and I agree. The problem is that when I spoke to them in the live chat I asked what is needed for identification? And he said nothing to me so far. He asked me to email them my username, email, ip and the transaction id from my deposit. Just these .

Because they seemed very curious to me, I said that I can send them whatever they ask for, passport and proof of residence, and he told me again that it is not necessary.

I sent what they asked for but they never replied. I sent them again to see if they need something else and again they didn't reply. Now they didn't even answer me in the live chat. A month has passed .

Thank you very much, vangelakos, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello vangelakos,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite BC.Game Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Dear Vangelakos,

I have checked your case and can see we are still awaiting for verification to be completed. You can do this via https://bc.game/setting/verify

Once completed we will ensure the review is conducted within 48hrs.

Regards,

BC.GAME

Dear vangelakos,

Could you please update us once you finish verification as per the casino's instructions above?

Thank you.

Kind regards,

Tomas

Good evening .

I hadn't uploaded my registration because I was told in the live chat that it wasn't necessary and I sent you 2-3 emails asking you what I should do but you didn't answer me.

I just uploaded what is needed. My passport, proof of residence and the selfie.

I hope you check them quickly because I have been waiting for many days.

Thank you @Bc.Game for the answer and @Tomas for the help .

Dear BC.Game Casino,

Could you please confirm that you now have all the necessary documents from the player?

Thank you.

Kind regards,

Tomas

Dear Vangelakos,

Thank you for providing the requested information. I can confirm your account has successfully been verified and your account permissions have been fully reinstated.

If you need anything further , please don’t hesitate to contact our 24*7 live support team.

Kind Regards,

BC.GAME

Thanks, BC.Game Casino, for updating us on the verification status.

Dear vangelakos, can we now consider this case resolved?

Kind regards,

Tomas

Hello again .

I received my money.

You can close the case.

Thank you @Bc.game for the cooperation and @Tomas for the help.

Dear vangelakos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas