BC.Game Casino - Player’s withdrawal and KYC verification are delayed.

I requested a withdrawal of 1733 that did not arrive, they asked me for KYC verification which I already did, but I have had no response for more than 3 weeks. The contact staff does not answer my messages.

Hello ident,

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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

On July 3 I sent my documents. But my account is still blocked (I can access the casino, but I can't make moves)

I only played with real money

I have not been able to have contact with the casino because they do not answer my messages

Hello ident,

Do I understand it correctly that the casino did not respond to you at all? If they did, can you please forward it to nikolas.b@casino.guru?

They doesn't answer my messages. They have not responded.

Thank you ident for the confirmation. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ident,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BC.Game Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the necessary documents for the KYC verification? At which stage it is now? When the player can await their account to be verified and the withdrawal request processed?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Ident,

Thank you for your submission. We have received your documentation and are currently reviewing your details. The expected timeframe for an update is within the next 24-72hrs.

Your continued patience is appreciated.

Best regards,

BC.GAME

Thank you for the reply, BC.Game Casino.

Dear ident, please let us know if there'll be any updates during the next 3 days regarding the verification of your account and the status of your withdrawal request.

My account was activated. My withdrawal was processed, here the TX:

https://blockchair.com/es/ripple/transaction/957374BB42317F9D96576AD87033B1477123ADD587728BD53495DE4B557A9A01

Thank you so much Casino Guru

Dear ident,

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,

Natalia

Casino.Guru