BC.Game Casino - Player's withdrawal option suspended despite KYC verification.

I have play with bc.game for about two weeks now mostly sport betting and casino. I did basic kyc and i was able to withdraw fine until 16 April 2024 when i go to withdraw page it has been suspended they ask to contact them so i did contact them. They told me i need full kyc which i did and it still suspended. I ask support they said they will contact backend and fix this issues and they were nothing updated or changed at all. When ask another support they just keep saying i have to email which take one week.

Dear bet3dhome,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have made successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Kristina

Firstly thank you for helping me out here.

Do I understand correctly that you have made successful withdrawals before? 

YES MULTIPLE WITHDRAW

OVER 20K USD but this time i win about 5k in roulette and 2k in soccer then they suspend my withdraw which is odd why suspended and take really long to verify something

Did you accumulate your winnings with or without an active bonus?

Without active bonus

I will send all chat with support in email this i can only post all

THANKS SO MUCH

They tend to keep delaying your withdraw so you come back and play more. I play stake.com and betfury.ai whenever they delay they have explained reason why big transactions and etc but it was always solve this bc.game is very unresponsive

Thank you very much, bet3dhome, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bet3dhome,

I'm Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite BC.Game Casino’s representatives to join this discussion in order to resolve this issue.

Dear BC.Game Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

They have unblock my withdraw now but there is 2 Sport tickets that is not refunded since 16 april

Below is ticket id

2391768565058506757

2391768210849534416

Thanks

Hi,

The account was already opened, and withdrawals were fixed on April 17. Regarding the sports bets user needs to connect with support first and recreate a new ticket regarding this with proper info.

Best Regards

PANDA - BC.GAME

Hello everyone,

Are there any updates regarding this case?

Dear bet3dhome,

Have you received your withdrawal?

Dear bet3dhome,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.