BC.Game Casino - Player's withdrawal of jackpot winnings is delayed due to account verification.

I won the house lottery on BC game on the 4th of july it was the $100,000USD jackpot which is about $145,000AUD i converted it into ethereum crypto which is the only way you can withdraw/deposit via coinspot app the withdrawal was denied then my account locked for "verification " ive been waiting weeks and keep emailing them but just told to wait until the review is finished or not even a reply from live support i dont know what to do , thankyou

Hello Tricksea_m,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you hit the jackpot with real money or did you have any bonus active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

thankyou for getting back to me so soon,

my account was already "verified" i think, I did that when i first signed up and have made small withdrawals before via ethereum/coinspot app. They asked me to hold up a handwritten sign to prove identity and photos of my license etc despite me doing that already when i set up my account. Im not sure when i signed up exactly roughly a year ago. Im not sure what you mean by "bonus active" i bought lottery tickets with real money i just used BC swap to exchange money or crypto i purchased with real money to buy BCL which is the in house currency you can purchase lottery tickets with. I messaged live support to ask them when i can make withdrawals but they just say to be patient whilst my account review is completed.

much appreciated, trixie

Hello Tricksea_m,

Can you please clarify which Lotto was it? Is it a lotto run by the casino or some kind of national/international Lotto and the casino served only to purchase the ticket?

hello, it was the BC Lottery, the house lottery run by the casino. To enter the lottery you purchase BCL lottery tokens/tickets via other cryptocurrencies or AUD/USD- it’s automatically converted to BCL by the website itself when you buy the tickets. BCL cannot be used outside of BC Game itself

Hello Tricksea_m,

Would it be possible to forward the full communication between you and the casino regarding this case to nikolas.b@casino.guru?

Yes that’s fine i will email nikolas.b@casino.guru with the conversation history. thank you so much for your help i appreciate it

My account has been unlocked and the money is being withdrawn! Hooray! Thankyou for all your help this complaint has been resolved

Dear Tricksea_m,

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,

Casino.Guru