The player from Indonesia had been unable to withdraw his winnings due to the casino's claim of an incomplete KYC process, despite him having evidence of KYC verification. After the player had communicated his issue, the casino had required him to complete both Basic and Advanced KYC. Once these were completed, the casino had unlocked the player's account, enabling him to make a successful withdrawal. We had then marked this complaint as 'resolved' following the player's confirmation of a successful withdrawal.
BC.Game Casino - Player's withdrawal blocked due to KYC issue.
Amount: 500,000 Rp
BC.Game Casino
Safety Index:Above averageSafety Index
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7.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
cannot make a withdrawal. because I haven't done KYC. I include proof that KYC has been verified. I have previously made a deposit
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1 year ago
Dear makdi,
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 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?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
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1 year ago
My first withdrawal was at Topak because I hadn't done basic KYC. and now I have done basic KYC (ID card, selfie, deposit) and it has been successful. but the withdrawal is still rejected. I have contacted BCGame and there is no solution that I think makes sense. My friend's account can make withdrawals only with basic KYC. I wouldn't play on the BCGame site if I knew like this. indeed my balance withdrawal is small. Even small withdrawals are not the same as large withdrawals.
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1 year ago
Hi,
We require users to complete both KYCs for withdrawals. Once you complete the Basic and Advanced KYC your withdrawals will be normal. Please let us know once you have completed both KYCs, and we will assist you further with this.
Best Regards
PANDA - BC.GAME
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1 year ago
Do you think this is KYCed? what else do you need? Am I required to deposit $1000000 to be able to withdraw $25.
i done kyc basic and kyc advance
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1 year ago
The account has been unlocked. You will now be able to withdraw normally.
Best Regards
PANDA - BC.GAME
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, makdi, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
