BC.Game Casino - Player’s withdrawal delayed due to KYC issues.

When i Go to withdraw my money. it's says to complete kyc when i complete first it rejected my document And second time it's say that I'm Under 18.

My money is stucked , And it's customised service doesn't give solutions.

Please help me

Dear stech6936,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which documents you have already provided?
• Do I understand correctly that all your documents were rejected?
• Lastly, could you please clarify how old you are?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My Aadhar Card was Rejected.

Yes mine all documents were rejected.

I'm going to turn 41 years old in August.

And Also From today i am unable to login my account, It's says account verification required

Thank you very much for your reply, stech6936. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes i contacted them through Live chat

But nobody gives the solution, and says that change your path And go Deposit problem, I tried it also but it doesn't work. And My problem is about Kyc not for Deposit.

And i Also contacted them by Email but they don't replied.

Thank you very much, stech6936, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 stech6936,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hi,

You can send your KYC documents to support@bc.game and cc panda@bcgame.com we will recheck them and assist you further. Because according to the documents you have submitted for kyc doesnt really show you are 41 it shows you are 16 years old. Please note send the exact same documents you submitted while doing the kyc.

Best Regards

Panda - BC.GAME

Hello stech6936,

Could you follow the casino's instructions and let me know once you provide them with the documents?

I'll be awaiting your reply.

Hey i have sent the documents to above email .

Please checkout my documents.

Hello, There is no such email received so far. Please use your registered email address and be sure to send it to support@bc.game and cc panda@bcgame.com

Best Regards

Panda

Hello stech6936,

Could you double-check if you have sent the documents to the correct email address?

I'll be awaiting your reply.

Yes i sent to the email address stated above

Hello stech6936,

Could you resend it one more time?

Thank you very much in advance.

Yes i have resend it

Hello stech6936,

Did you use the email address under which you are registered in the casino?

I'll be awaiting your reply.

Yes i have sent using the Registered E-mail address in the casino.

Dear BC.Game Casino,

Did you receive an email from the Player?

I'll be awaiting your reply.

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.

Hello stech6936,

Could you send the email one more time? Please CC me in the email. My email address is stefan.m@casino.guru.

Please let me know once you send the email.

Hello stech6936,

I haven't received any email from your side. Could you try to send it from a different email address if possible?

Thank you very much in advance and I'll be awaiting your reply.

Hello stech6936,

My apologies, I have just received your email. Consider the above response as irrelevant.

Dear BC.Game Casino,

Did you manage to receive the email?

I'll be awaiting your reply.

Hello Stefan,

Yes, thank you we have received the email and replied on it as well we will require a video proof of you holding that aadhaar card.

Please make a 10-15 seconds video of you holding the aadhaar card.

- the video should be shot by someone else not by yourself.

- the video should show clearly you holding the aadhar card and then zoom into the aadhaar card to show the details clearly.

Please cc Stefan in the email so he can verify along with me.

Best Regards

Panda - BC.GAME

Dear stech6936,

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.