BC.Game Casino - Player's withdrawal has been delayed despite successful KYC.

Nice to meet you, I'm a member of the VIP Host. Best regards.

Sorry if this is not clear as I am using a translator.

This is similar to the many complaints we have received on Casino Guru.

Timeline

5/10

My withdrawal was locked and I contacted my VIP host.

5/11

VIP host requested advanced KYC.

Told I would be unlocked once KYC was authenticated.

I immediately authenticated with my driver's license, but it didn't work and they asked me to authenticate with other documents.

The contributor did not have a passport so he went to the country to apply for one.

5/27

I did the KYC again with my passport and it was successfully authenticated, so I contacted the VIP host and asked him to unlock it.

5/27-6/10

I contacted them 4 times during this period to see if the unlock has been done yet, but they only told me to wait because they are in the process of checking.

I came to ask Mr. Casino Guru if he can solve the problem since there is no solution from this situation.

Additional information

I have been a player for over a year.

I have been a player for more than a year and have made 12 deposits and 2 withdrawals between 4/11/2024 and 5/15/2024.

I have played table games, slots, and original games.

I don't know if it was the bonus or not, but I have been lucky enough to win and increase my balance since my deposit on 5/15!

Please help me out.

Translated with DeepL.com (free version)

Dear sainome12,

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?

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

Thank you very much.

I have not been notified of any specific details.

I was just told to do advanced KYC.

Thank you very much, sainome12, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your response.

It was unlocked today.

I have applied for a withdrawal and will let you know when the money is safely received.

The payment was received safely.

Thank you very much.

Dear sainome12,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Mirka

Casino.Guru