The player from the United Kingdom had successfully made five withdrawals totaling £500 from BC.Game. However, a sixth withdrawal of £200 was blocked, and he was instructed to complete an advanced KYC check. Despite completing the verification process, the player was still unable to withdraw funds after 48 hours. The issue was resolved when the casino confirmed that the account had been unlocked, allowing the player to access his funds. The complaint was subsequently closed as resolved by the Complaints Team.
BC.Game Casino - Player’s withdrawal has been delayed despite advanced KYC check.
Amount: £200
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
4 months ago
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4 months ago
hi there, I’m hoping you can help me.
i started playing at bc game, i made two small deposits and got lucky and made 5 withdrawals totalling £500. All the withdrawals went through ok and into my bank. I then tried a 6th withdrawal of £200 and got the message "your withdrawal and tip permission has been suspended" I immediately went onto live chat who told me to do my advanced KYC check. I did that no problem, account is saying I’m fully verified. It has been 48 hours now and I’m still not able to withdraw any funds. Your help will be greatly appreciated. Thank you
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4 months ago
Dear Balmoral99,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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4 months ago
Hello,
As I can check the account was already unlocked on 07/27/2024 01:33 Please let us know if you need any further assistance.
Best Regards
Panda - BC.GAME
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4 months ago
Thank you, Balmoral99, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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4 months ago
Dear Balmoral99,
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.
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4 months ago
As we assume the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Balmoral99, 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
