BC.Game Casino - Player's withdrawal delayed due to KYC process.

My user id is ********, I recently tried to withdraw and permission was denied, after contacting live support I was told I needed to complete KYC, I have now done this 4 days ago, had no response from the KYC department, live chat tell me to be patient but the process should take 24 to 72 hours, ive read horror stories which is why I'm reaching out to you, I have a balance of around £7.5k sitting in my account which I can still play with and ultimately lose, i née to resolve this ASAP.

I look forward to your response.

Thank you.

Dear Cherylanne1994,

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.

• 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 as soon as possible and in the correct format?
• Have you received any feedback regarding any of the submitted documents?

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

Hi Tomas,

It has been 5 days and 4 hours approximately,

I have sent a photo of my passport (front & back) along with a photo of myself holding the passport and a handwritten poster with my name, user id, date and bc game on as they requested, I have contacted live chat every day since the kyc and been give no update other than "please be patient" even though the process is supposed to last no longer than 72hours, I have also sent an email to support@bc.game 2 days ago and had no reply, I have even left a positive review on trustpilot explaining my current issue in the hopes that someone will reach out from their team.

All documents were sent within a few hours of them being requested and have had zero feedback, I hope you can help.

Thank you

Cherylanne.

Thank you very much, Cherylanne1994, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Cherylanne1994 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and what can we do to help the player withdraw their winnings.

Thank you!

Dear Cherylanne1994,

I can see your issue has now been resolved. Please let us know if you require any other assistance.

Best Regards,

BC.GAME

Thank you very much for the update. Dear Cherylanne1994, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

Dear Cherylanne1994,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.