BC.Game Casino - Player’s casino account facing unresolved crypto exchange and verification issues.

More than a week ago I created ticket 543876, since one of the crypto exchanges I was using returned the funds to their address, I was promised that the answer and the decision will be within 24-48h, but every day contacting support has given nothing but the answer that my ticket has not even begun to consider and need to wait for a response from the backend team. I thought maybe uploading KYC documents will solve my situation but nothing helped, on the contrary the partner service the casino uses automatically rejects my verifications every time in different services. So i hope casinoguru for help, thanks.

Dear powerplantsmoke,

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 take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents in the correct format?
• Do I understand correctly your ticket was about a payout that wasn't processed and the amount requested was returned to your casino balance?

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,

Tomas

Every time I wrote to their support they didn't even say my ticket was being reviewed, in 10 days I just got a reply expect the core team will review your ticket soon

Thank you very much, powerplantsmoke, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi powerplantsmoke,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BC.Game Casino to join the conversation and contribute to the resolution of this complaint.

More than a month I do not get a clear answer from them, and here they decided to play the game surprisingly... the office just embezzled money, verification was not processed 😉inc…

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.

Peter, I also sent you an email correspondence with my exchanger, maybe this will help somehow, thank you.

Cool, a month of wasted time, I lost trust in my favorite casino 👍

Hi powerplantsmoke,

Thanks for the video and email. We still haven't heard from the casino. We also tried to reach out using other channels. Let's give it one more day and if the casino doesn't respond, the complaint will be closed in your favor. This means there will be a penalization which helped in many cases to motivate casinos to respond in the past.

Hi,

I have just consulted with the team and noticed that the amounts sent and refunded differ significantly. Our support team has requested a video from the user. However, the user mentioned they are unable to provide a video as their wallet has blocked them. It seems likely that the user misreported the amount on the refund.

The user is welcome to provide the necessary proof to our support team, enabling us to investigate this matter further and resolve it.

Best Regards,

PANDA - BC.GAME

I did not indicate the refund amount, the amount was automatically taken from the order, my exchanger made a mistake in the refund amount, I provided you with an email from the exchange that they cannot unblock my account, I will also attach it here

Unfortunately, this won't suffice as proof, since it's clear that the transactions don't match. According to your transaction ID, BC sent $98, and they refunded $981. This isn't possible in any way.

You can contact your exchange and request that they email us from their official email address regarding this case, and we will investigate further.

I tried to contact the exchange many times and they did not give anything other than an answer that my account was blocked, I sent them a letter asking for confirmation and am waiting for a response.

I say again, first then prove that these funds belong to you, and then draw a conclusion about the amount, have you been provided with evidence? They provided... I wrote above that the amount is different, most likely due to their internal errors when returning? I wrote... but all the same, I only receive not enough evidence from you and before that, 3 weeks of ignoring my problem, keep it up guys!

Or maybe when I wrote to you that maybe they returned the same to me for transactions that I don’t remember and can’t look at, you couldn’t take this moment into account, no, you just take and want to appropriate other people’s funds 😉

Hi all,

Thank you for your replies.

Dear powerplantsmoke,

Please let us know when you receive an answer from the exchange. Why was your account blocked?

I received a response from the exchange below, I will also attach screenshots with correspondence and order creation

I received the block when they asked me for documents and the origin of the funds, to which I honestly answered where they were withdrawn from, I will also attach a screenshot

But you see, when I attached all the evidence to them, I received the answer that my money was returned to the original address

By the way, I would also like to ask why my KYC check from the casino was never noticed and completed after contacting your support because it was rejected

Dear powerplantsmoke,

Thank you for your replies. I'm starting to get confused. If the casino refunded the deposit back to the source wallet, what seems to be the problem? Can't you access the wallet or did the casino confiscate your winnings?

The casino did not return any deposit, let me explain once again, the casino withdrew the money to the wallet of my exchange, my exchange requested verification of documents after which, without my knowledge, it returned the money to the original address of the casino, in a larger amount, either it was an error or I did not have some positions closed them, I wrote to the casino due to the fact that the money was returned not to the deposit address and that’s all, in fact the casino confiscated it, everything is correct because I gave them all possible evidence and the fact that the exchange does not make further contact with me at my request to provide the casino with the necessary evidence

The money is currently at the casino address, I believe if they returned it, the funds would be completely lost since, again, the exchange does not contact me due to an unknown reason for blocking them

Dear powerplantsmoke,

The casino will not refund you if the amount sent to your exchange wallet and the amount that was returned to the casino are not the same due to AML reasons. This looks like an issue with your exchange rather than with the casino. I suggest you try to find a solution with the exchange. I'm afraid I won't be able to help you with this one. Your complaint will be rejected. If you disagree with our decision, please turn to the Curaçao Interactive Licensing (https://casino.guru/licensing-authorities/curacao-license-2). I wish I could be of more help.

Best regards,

Peter