BC.Game Casino - Player's withdrawal blocked due to KYC issues.

Hi,

I signed up on 24th's night(10-11 PM GMT, early morning for me) on Bc.game under an influencer's code(MetalMonkey-BCMonkey). I deposited $500+ and lost it, deposited $2500+ within few minutes and profited <$100 after playing on Evolution's Roulette doing $10k+ wager. I had some fun and wanted to withdraw. I was told KYC isn't mandatory(Adding proof) but I couldn't withdraw without it. 

Also, I could not use the First Deposit bonus, I had activated it after a Support agent mentioned it(told me to go to profile and check it's status) but it didn't work, it added some bonus amount but the wager requirement was not working( didn't decrease as I bet my balance) and any bets I was making were going from my actual deposit, I did play only on the supported games mentioned in the terms. I contacted support about it and they ignored me for 2 hours, I then provided a video to support as proof and they asked me to wait 2 hours more, I had given up at that point as the total waiting time was over 6 hours by then, it took more time because every single of their reply came after 30-45 mins and they'd close the ticker right after replying, making me wait another 30-45 mins if I want to reply back to them. I can't wait hours after hours for things like this and since it was not working, I cancelled the bonus so I could just withdraw my winnings(7-8 hours after talking about the bonus). 

They then kept repeating I have to wager my deposit before I can withdraw which I had done it already($3k deposit, $10k+ wager). Support then forced me to verify without providing me with proof which KYC provider they are using(for safety and trust). I figured out it was Sumsub so went ahead with it but verification failed with reasons not being specified, could be selfie etc. They then asked me to email them the documents(Address proof and selfie with a note) to their support email which I did in ~15 minutes but they haven't given any response and just asks me to wait. They said it won't take long for the core team to check and since then, for the whole day, they'd ignore me in tickets and only reply when I resort to spam them. They also denied my request to talk to their superior/supervisor.

I contacted them the next morning and they said give them 24 hours. I did. Then I contacted the next night and their support staff said it can take 24-48 hours so I should wait till the next evening(26th's evening) as otherwise he'll reach the team for me. He closed my ticket on discord silently so I can't track it, but I had recorded the whole conversation. It's been 72 hours now and they keep telling me to wait 72 hours more. They never asked me to verify before I deposited and lied to me I don't have to KYC verify at all on multiple occasions, brushed me off and have been keeping my withdrawals locked while I can still play on the games. I guess they are hoping me to lose my funds while my withdrawals are locked.

I won almost all my winnings on Evolution games like Lightning Roulette and Crazy time. I also did not convert any bonuses/rewards that I received for leveling up(they're still untouched in my account). It's shameful what they are doing and going through their discord, I found dozens of players saying the same thing. This casino does not deserve this rating at all. They allow players to deposit more and play but cannot let players withdraw.

If you have to re-go through this conversation, this is the summary:

-Support lied about KYC being mandatory

-Didn't ask for any verification during deposits

-Locked my withdrawals

-Support didn't provide any info about my bonus and took hours to respond

-First deposit bonus did not work

-Support forced me to KYC

-Support kept delaying my KYC and telling me to wait more and more

-Support didn't lock my account from betting, hoping I can lose my funds

-Have not received any replies from them on email

-Support ignores tickets sometimes or otherwise they reply after an hour or so then close the ticket immediately telling me to wait more

I'll be providing more screenshots of every conversation, profile and bonus activity below(if needed).

Hello madcaptain8,

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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello,

Firstly, I had miscalculated timezones above, the 10-11PM GMT is for 23rd, I registered 24th early morning in my timezone( + 5:30 GMT) .

I started the verification process around 4 PM(78-79 hours ago) on 24th and it failed, possibly due to unclear Selfie. They did not provide information regarding which tier of KYC failed, which image was bad or what was the exact reason. I've used Sumsub to verify myself on other Casino and crypto exchanges. Even if there is an error(once), I was able to retry it right away and the issue was fixed within minutes of contacting them. This never takes 14 days or more as I've some experience working with Sumsub myself.

Regardless, I had sent their support an email with my documents and a selfie holding a note with what they had advised me to write on it within 15 minutes(on 24th) and since then I have not received a single reply on that email. They had also asked to write the email to kyc@bc.game initially but that email does not even exist(you can verify yourself), hence I had to send it to support@bc.game as the support agent advised me to(he was not aware the kyc@bc.game email doesn't work either).

I sent 3-4 tickets today and all were closed after a matter of minutes from their reply, after replying to me 1h+ later each time and asking me to wait while they look into the issue. Here's an imgur for all the conversations that took place today: https://imgur.com/a/9kAWIlf

While I'm typing this, I cannot access their intercom live support anymore, will update the other chats in the link above later.

The main issue is I was told I can withdraw without KYC and even with documents submitted, I have to wait. I should be allowed to withdraw even without KYC but now I've to beg for money I deserve after I risked gambling. Obviously for them saying "being patient" is easy but it's frustrating and has affected my sleep so much in the last 2 days.

Sincerely,

Captain8

This is an update as it's the 5th day and I have still not been able to withdraw. There is no proper update, no ETA. Everyone is just saying to be patient which is complete nonsense. I lost a few thousands out of the $8900 as my anxiety as been increasing and I cannot sleep. I've slept 2 hours a day for the past 4 days because this money just feels lost. I've refreshed my profile page a thousand times, checked my email inbox hundreds of times and nothing changes. The only thing that changes is the profile picture of the support agents that tells you to "be patient" for another 72 hours because they have dozens of supports agent who do not have access to anything. I regret using this casino so much and for everyone who's seeing this, please do not ever use this casino. They will accept all your deposits but will not let you withdraw, they won't lock your funds if you're unable to withdraw as they expect you to lose all the money you deposit along with murdering your mental health if you had won at first.

I cannot even self exclude my account because firstly there is no setting in the account page and you can only do it by asking their support to do so which they'll take an hour to reply. Also, they do not allow withdrawals during self exclusion period, meaning if I had ever enabled it, I do not see my money for at least a month. Why a month? Because that's their least self exclusion period time. Nearly every casino offers 1-3 days but their minimum self exclusion period is 30 days. This is so unethical and predatory.

They're still asking me to wait 72 hours more after it's been nearly 120 hours already. They clearly expect me to lose the balance what I'm left with. Dozens of players on their discord are in the same boat and the mods/support agents on Discord just say "W win bro, be patient and you'll get a reply from support soon.". They also don't reply on Twitter, I've sent dozens of messages and there is no contact info of any admin who has actual access so I can reach out personally for help.

If their excuse is KYC takes weeks then they should know I've a lot of experience with Sumsub and it takes minutes to solve a KYC, reset it or request the user for manual documents. I can prove this to Casino Guru if they want.

I really don't know what's taking so long for Casino Guru to reply but my KYC finished after the 6th day and I was allowed to withdraw what was left($5000). It only took messaging a dozen members of BC game staff on Discord, Twitter and Telegram along with my precious time and energy doing so.

Support was highly unprofessional. I shouldn't not have been lied to, denied first deposit bonus that was not working, denied withdrawals, ignored by staff multiple times for hours etc. I was also forced to play for more than I wanted since they did not lock my account completely(And I couldn't lock it myself either due to their Self exclusion policy) while they verified if my identity was real or not. The support was also inconsistent, they still are as they're figuring out why I didn't receive my Weekly cashback for 3 days.

They also did not verify me completely and only did first step verification for which a selfie was the requirement and no other documents(such as proof of address) were required.

Hello madcaptain8,

As mentioned in my first post, verification and withdrawal may take up to 14 days. As it's been less, we can only recommend to wait any provide every requested document to the casino.

Please let us know if it would take longer so we can intervene.

Dear madcaptain8,

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.

I don't understand why you are asking for me to respond, you should have asked the Casino for a response instead, it's been 2 weeks and you're just asking me respond again while ignoring my last message(it's still under review).

My whole complaint has been clear and precise. The casino lies about their rules then simply ignores/delays user's access to their funds without giving a proper ETA or locking user's account to secure their funds. They also have false bonuses as for the past few days, their Daily quests and weekly quests do not work. Everything good that may seem about the Casino isn't true. I've never needed to contact support for any casino more than 2-4 times a year but I had to contact them over 30 times for basic things.

Hello madcaptain8,

As I stated above, verification takes up to 14 days and we won't contact the casino earlier. Can you please advise what is the current status of the verification now? If there is any new communication between you and the casino please forward it to nikolas.b@casino.guru.

Dear madcaptain8,

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.