BC.Game Casino - Player’s winnings haven’t been received yet.

Dear Crashito11,

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

It is not a KYC problem, they only withdrew the permission to be able to withdraw my money, I get the message permission denied, I need them to enable the permission to withdraw my money or refund me all of the money deposited in my account, IT IS NOT MONEY NO PROFITS OR BONUS, it's my own money! I need permission to be enabled so I can withdraw my money. The title of the complaint should be changed.

Thank you for your reply, Crashito11. Have you made any successful withdrawals before? Could you please clarify if you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi,

We would like to ask you to complete your Basic and Advanced KYC to be able to withdraw any funds. The same was asked by our support previously. Once you have completed the KYC process, please update here, and we will proceed further.

Best Regards

PANDA - BC.GAME

They never asked me for the KYC requirement, when I had the problem of a failed audit and the restriction on my withdrawal, I immediately contacted live support, they ignored me repeatedly, I have the photos that prove that.

I have already done the basic and advanced KYC, as requested here, I wish that now they would remove the restriction on withdrawal permissions, so that I can withdraw my money in its entirety. It's my own money, it's not profit money. I hope they can remove the restriction because I already did the KYC and the message "permission denied" continues to appear. I attached a test

Hello everyone,

Thank you both for your replies.

Dear BC.GAME Team,

Could you please clarify the situation? What should Crashito11 do in order to successfully request a withdrawal?

I am waiting patiently for a solution. But the casino representative still has not responded and there are only 16 hours left in my claim on this site, I hope you can respond before the time runs out, I have already done everything requested

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.

Thank you, I hope the casino can respond this time within the established deadline.

Hey there,

As we found some of the details in KYC and account a bit different we would like you to connect with our team via telegram for further clarifications, @BCGame_Bob

Best Regards

PANDA - BC.GAME

I would like it to be by this means please, I do not understand what different details you are referring to, I have already verified both requested ones, I waited a long time for the response, now it tells me that a problem arose, I would like you to be able to mention what it is, I am a little uncomfortable because many days have passed and I still don't receive any of my money, it is very uncomfortable to always be behind the whole problem and not see any solution, nowhere did they make such a problem for me after doing the kyc, I don't understand why It takes a long time to be able to withdraw my money and to have the withdrawal restriction lifted. It is very uncomfortable to be in this situation. Please ask that it be fixed as quickly as possible. I need the money… I have some important things to spend on this week and I want you to Please provide a quick solution and I would like to speak through this medium, not via Telegram, since on Telegram they never respond immediately, it is more of a waste of time. Please I ask for respect and that it can be resolved as soon as possible. I need the money for very important health things.

Dear BC.GAME Team,

Is it possible for you to continue addressing the issue through this thread? Could you please specify what details were different and in what way?

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.

Again, waiting a long time for a solution...

I was contacted by BC.GAME Casino representative and I was informed that you couldn't withdraw your winnings because fraudulent activity was detected on your player's account. They provided sufficient evidence confirming their claims and that the casino acted in compliance with their General T&Cs. I am afraid that at this point, we are not able to proceed with this complaint

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.