BC.Game Casino - Player’s withdrawal request is delayed.

I make several thousands of dollars worth of deposits on this site each month. I have also made multiple withdrawals. I triggered a KYC. I submitted my Valid Drivers License and was told that was not accepted. They advised I can only submit an Identification Card or Passport. I do not have a passport, and my area prevents having both an identification card and drivers license. The drivers license is the same as an identification card. The site seems to want to block my withdrawal capabilities all of the sudden despite the crypto going to the known addresses. Please note that my balance is currently $2563.10 which is less than my initial withdrawal attempt of $2710.00.

Dear TheTiminator82,

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 verifying the identity document seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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,

Kristina

Hi. They keep telling me that I have to have a passport or State ID. I do not have a passport. I have sent my drivers license but they say it is not a correct form of ID.

Full disclosure-I have since wagered the funds back to the casino so there is no longer a balance to withdraw. I would, however, like to find resolution so that my account can no longer be suspended from withdrawals as that is the current status.

Furthermore, I understand the importance of KYC and can appreciate the due diligence. My concern is that I have made at least 2-3 deposits nearly every single day for over 3 years, and there has never once been an issue with taking my funds. I have been able to withdraw multiple times before as well but the most I have ever withdrawn was around $2000. If KYC was an actual concern, then why even let me deposit funds? It seems like if I was not a known player, then they should not have taken my money multiple times a day without doing some sort of verification. I feel like if they do not want to unlock my withdraw capabilities, then I should be refunded for every single deposit. I know that is not how this works but maybe then sites would not be so apt to take money from players for years and then look very sketchy and shady when I try to withdraw.

Some additional information: I have 2FA on my account which was required to withdraw, as well as a verified email address and phone number. I’m also a Telegram user that is linked to their site. They know who I am as I speak to my VIP host almost daily.

Thank you for any assistance that can be provided. If this complaint is no longer valid due to the funds being played back, please let me know if I should open another complaint to just try to get my account unlocked for future withdrawals.

Thank you again!

Hello,

Unfortunately, a driver's license is not valid for our KYC process. The user must provide a national ID card or passport. We have locked the account for now till the advance KYC is complete. Please email to support@bc.game with advanced KYC details so we can assist you further.

Best Regards

Panda - BC.GAME

It’s amazing how after all of these years of making daily deposits, you’re now locking my account after I was told I could do everything except withdraw. And now I can’t even access my account to get the screenshots to show proof of that conversation. Why is a drivers license not a valid form of ID for your KYC when all you require is a Government Issued ID? I cannot get a national ID card and a drivers license at the same time. Am I misunderstanding what you mean by a national ID card? I’m not trying to be difficult I am just not understanding exactly what is needed since I do not have a passport. By the way, months ago, I tried to do the KYC on my own and it failed. I was told by your support team at the time that it was not needed or required because of my account status. Again I cannot access those messages since you locked my

account, which is another tactic to prevent someone from pointing out the inconsistencies, I’m sure.

I have read several other cases on this site where the same exact thing happened. It also shows that the accounts were unlocked and withdrawals reinstated without completing the advanced KYC. The circumstances are all exactly the same….no passport, can’t use drivers license, etc. So I am hoping this is the same resolution for me or that my Government Issued Drivers License will at least be accepted.

This issue has been resolved to my satisfaction by BC.Game, please mark this complaint as resolved. Thank you.

Dear TheTiminator82,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru