BC.Game Casino - Player’s withdrawal is delayed and account locked.

Hello! On 16 october 2023 I won 5758 USDT and after this I tried to withdraw 3758 USDT. After waiting for more than 8 hours I started to be nervous and withdrew 2000 USDT(To the same address, I used one address for withdrawals and didn't change it). After 30 minutes they withdrew my 2000 USDT but the other part was blocked with an error "Audit failure". (2000 usdt it was the sum of my last deposits)

I contacted support and they asked me to do KYC. So I tried to apply my ID card, but I got a failed result. I contacted support and they gave me another try. I tried to apply my car license. I got a failed result. I contacted support again and they gave me another try. I uploaded my Foreign Passport, but I got a failed result again. I decided to write to their email support (support@bc.game). I described my problem and I asked to verify my KYC manually. So they answered me pretty quickly as a result they approved my KYC, but to enable the withdrawal function(I tried to withdraw but I got a pop up message that it's disabled) I was forced to pass Proof of address. So, I opened my bank app and made a fresh bank statement in english. I uploaded it to the verification form, but as it was with my personal documents I got a failed result. I again wrote to support in order to tell them the problem, but they just simply gave me another try. I tried again to upload(I made a new statement) and they declined again. So, I decided to write to email support. I asked them to do what they did with my KYC 1 level and I attached my bank statement to the email. They told me that they don't do that.

After several days, I came back to the site and noticed that I logged out, I tried to log in but it said "Account requires verification". I wrote to live chat support and they told me that I need to send some information to the email support. I filled the information and sent it to email support. They haven't answered me in 2 weeks, since my first message to them about this problem. So I decided to write from another email and they answered me in less than 5 hours. They simply blocked my email and don't answer. Live chat says that I need to wait bla bla bla.

I've attached some proofs of my words. I'm looking forward to hearing from you.

Dmytro

P.S. "Maximum number of attachments exceeded" - I can't provide all screenshots and videos due to this problem.

My account ID on BCGAME: User ID: [hidden by Casino Guru]

Dear demchenkodmytro73, 

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. 

Do I understand correctly that you made successful withdrawals from this casino in the past? Have you not been requested to verify your account before?

Could you please advise which documents you sent to the casino most recently? Have you received a response if any of them have been approved or declined?

Kindly forward any relevant communication between you and customer support regarding your verification issues to veronika.l@casino.guru.

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, 

Veronika

You understood correctly, that I previously did many successful withdrawals from this site as I provided a screenshot of my history of withdrawals. I wasn’t requested to verify KYC before 16 October 2023, after they requested KYC I couldn’t even use the site properly because almost every action redirected me to the KYC section. After I did Basic level of KYC I could use the site but the withdrawal function was disabled. To enable it I had to pass Proof of address.

For me it’s hard to understand which my document was approved by support team manually because automatically my all documents were rejected(as I mentioned before I had 3 attempts and sent them ID card/Driver license/Foreign passport) But I will attach here my ID card and bank statement which I sent to them and you can clearly see that all my data is clear.

Also, Proof of address was my first problem, but after this problem I got another. They blocked my account with an error "Account requires verification". After contacting live support, the specialist told me that I need to provide info about my account and send it to their email support team.

I sent you an email to your email veronika.l@casino.guru with subject: Complaint ID:86309. In this email I wrote a detailed answer on your questions. Also, I provided detailed proofs of my words.

I'm looking forward to hearing from you.

Dmytro

Thank you very much, demchenkodmytro73, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, demchenkodmytro73,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BC.Game Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BC.Game Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account and withdraw?

Thank you in advance for providing the information.

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.

Hi,

The user was locked for advanced KYC, Our email team has already sent details to the user and is in the process of our advanced KYC. Once the KYC is processed, we will be able to go ahead with account unlocking.

Best Regards

PANDA - BC.GAME

Dear demchenkodmytro73,

Can you please confirm that the casino contacted you using the email address with which you registered at the casino?

What did the casino additionally ask you to provide upon advanced KYC? Were you able to send them the requested documents? Can you share an update with us? Is there any progress on your KYC/verification?

Looking forward to hearing from you.

I confirm that support has answered me. The support asked me to record video where I have to say "I, D******o Dmytro, confirm to be the owner of the account d*******odmytro**@gmail.com playing at BC.GAME" while holding my ID card , also they asked for bank statement. I've uploaded those information to their google form on 30.11.2023.

Also, I've asked them about updates on my situation after 2 days of submitting google form, but unfortunately, I didn't get any response yet.

I'm still patiently waiting for a response from support. But if there is no answer by December 8, then it would be a good idea to invite a representative and ask what is happening.

They answered on my request about updates on my situation. They received my uploaded data and working on the problem. Also, they told me that there is no timeframe, so I think they can investigate problem as long as it possible.

Alright, demchenkodmytro73. Thank you for the updates.

It is approximately a week after you uploaded the requested documents. Let's ask the casino about the status of your KYC.

Dear BC.Game Casino,

Can you please help us somehow to find out the current status of the player's verification process?

Hello! Today I’ve contacted support team and they answered me that my account is unblocked and withdraw function is enabled. I successfully logged into my account and created a withdraw request (It is successfull!!).

Although, I found out that my profile isn’t verified, both verifications have status "failed". I think this may cause me problems in future. Also, before withdrawal function was disabled on my account, they put a maximum bet 0.3 USDT. And I tried to bet 13$ today I have a maximum bet of 0.3$.

So there are some questions to BC.GAME:

1) Will you verify my profile in order to not face the same problem again?

2) Will you recover my bet limits at sportsbook?

3) Before my account was locked I had a great wager and I could grab VIP bonuses, but unfortunately my account was locked and I couldn’t take my bonuses. Can you recover them? Also, on 16 October 2023 due to max limit bet of 0.3 USDT I couldn’t bet on further matches of IEM Sydney, so I would like to get bonuses for this inconvenience as well. 

Dear demchenkodmytro73,

Great news! Thank you for the update.

Just to clarify the information about the successful withdrawal request - can you please confirm that the payment has already been credited to your payment method?

As for your questions:

1) Let's ask the casino about it.

2) It is solely up to the casino whether it changes your limits or not.

3) Bonuses are free funds given by casinos on top of players' real/deposited money, and they have the right to refuse to provide them to any player. If the casino decreased the maximum bet limit on your account, it was done for some purpose. Therefore, it is very likely that they will not compensate you anything due to a decrease in your maximum bet limit.

As you might know, we do not deal with sports betting issues, so, this is the further proceeding - regardless of points 2) and 3), since those are irrelevant to us - we cannot influence it, and it is only up to the casino how it will decide regarding restrictions and bonuses on your disputed account - I will focus on the main issue of the complaint.

I will wait for your confirmation that the disputed winnings were successfully paid out. Then we will wait for an update on your KYC/verification from the casino representative.

Dear BC.Game Casino Team,

Since we are still waiting for your response, I will not reset the timer, I will only amend my question a bit.

It looks like the player's verification was successful. Is the casino able to update the user's account (Personal Verification section) accordingly? Or, why does he see it as "failed" anyway?

Could it cause withdrawal issues for the player in the future? Can you provide us with an explanation?

Regarding the other questions from the complainant - it is up to you whether you answer them or not.

Hey there,

1) About the verification error, I have asked our backend team and it will be fixed no problem and it won't have any issue for you.

2) Unfortunately, this is decided by the sportsbook and this can't be changed at the moment. If there is any update in this we will surely let you know.

Best Regards,

PANDA - BC.GAME

I confirm that the withdrawal request was successful and I got money to my wallet.

Thank you, demchenkodmytro73, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the main issues of the complaint have been successfully resolved, I will now mark your complaint as 'resolved' in our system.

As for the verification and how you see the status of it in your account - since we already know for sure that your withdrawal was completely processed and successful, it means the casino accepted your documents and your KYC has been completed, which was also confirmed by the casino representative above. The error will be fixed in a reasonable time, but it will not cause issues with other withdrawals anyway.

In conclusion, I would like to mention a few important things:

• In certain circumstances (for example - using a new payment method), the casino can ask you for additional documents
• It is not possible to predict what will happen with the limits that were set up on your account, however, many players try to bypass such restrictions by registering new accounts - please note this is strictly prohibited and such doing leads to winnings confiscation
• If there is any problem with your verification or upon a new withdrawal request, feel free to contact me at branislav.b@casino.guru or request a reopening of the case

Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, BC.Game Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru