The player from Switzerland won a $5000 Week Raffle at BCGame Casino but faces account suspension for withdrawals despite having completed most KYC verification. Communication with live support has not resolved the issue. After the player passed KYC, the issue was resolved, which the player confirmed later.
BC.Game Casino - Player's withdrawals are restricted.
Amount: $4,570
BC.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Hi there
i have an Account at bcgame casino and been regularly there without any issues. Yesterday I was winning the Week Raffle 5000USD so I decided to convert it to Ethereum and gone forward to withdraw it to my wallet also used to deposit in casino. Since then my account was suspended for withdrawals. Almost have passed all the KYC verification needed.
I have also contacted Live Support they told me it will be solved in short time and tried to reach BCGame support via email with all the information and many screenshots, still nothing happened.
I will be very thankful if anybody can help me solve this issue and be able to withdraw my funds.
Best Regards
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1 month ago
Dear Blazer86,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please clarify the situation regarding your account verification?
- Which documents have been accepted and which haven't? Did the casino ask you to submit any particular documents again?
- Could you please share your communication with casino support regarding the issue? 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 very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Hi,
This complaint was already resolved after the user passed the KYC on 08/27/2024 11:50
Best Regards
Panda - BC.GAME
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3 weeks ago
Dear Blazer86,
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.
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3 weeks ago
Hi Thank you, yes it’s true the complaint has been resolved. I have now fully access to my account at bcgame.
Best Regards
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2 weeks ago
Dear Blazer86,
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,
Tomas
Casino.Guru
