BC.Game Casino - Player's withdrawal is delayed due to verification issues.

I was playing on the site, placing bets, spinning the roulette; everything was fine until I needed to withdraw my money from the account. In the chat, they told me that I needed to go through verification. I started the process, uploaded my passport, and scanned my face. Then a big red cross appeared saying, "VERIFICATION FAILED." They rejected my application because they said I submitted documents on a different profile. However, I haven't registered with this company before; the account I have now is the only one. I am ready to provide any documents for verification that the company requests, including a selfie with my passport. I don’t understand why the company refuses to verify my account.

Please help me, there is 1113 USDT on the account.

The amount is not small, and the company doesn't want to give it to me under made-up excuses.

Dear diima,

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.

• Could you please confirm you previously haven't created another account at this online casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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