The player from Brazil had encountered issues with the KYC process required to withdraw his $97 winnings from an online casino. Despite numerous attempts and interactions with the casino's support, his account verification failed due to alleged age requirements. The player had provided all necessary documents, including ID and proof of residence, but the verification process had repeatedly failed. After multiple exchanges with the casino and the complaints team, the player managed to log into his account and complete the basic verification. However, he was still unable to withdraw his winnings. The complaints team had contacted the casino for clarification. Eventually, the player was able to successfully withdraw his funds and requested the closure of his complaint. The issue had been resolved satisfactorily.
BC.Game Casino - Player was blocked from withdrawing due to KYC issues.
Amount: $280
BC.Game Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Good afternoon friends, how are you doing?
I am having trouble completing the KYC, which I need to do in order to make a withdrawal.
Exactly a month ago, on 30/11,
I requested a withdrawal of $97 USDT
However, the audit failed
I reached out to support, and they asked me to complete the KYC,
I did the basic KYC and was quickly rejected as my age doesn't meet the requirements (I'm 73 years old). I reached out to support again and they told me to wait for 24 hours. After 24 hours, the basic KYC was approved, but I still could not make the withdrawal, so I contacted support again
They told me to go through the advanced KYC, which I did, but it was rejected shortly after I submitted a proof of residence
And now on 30/12, they allowed me to start again. The moment I completed the basic verification again, it failed, and they said my age doesn't meet requirements.
I would really appreciate a solution, thanks in advance.
Dear Josewewew,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Did the casino clarify how exactly you didn't meet the age requirements? Did you provide the correct date of birth during the registration and does it match the date of birth stated in your documents?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Good morning, so the first time I did the basic kyc, I did it with my ID (identity card)
Soon after, a message arrived (You do not meet the age requirements to access our services)
I contacted support, they asked me to try after 24 hours, and it would be free for me to do KYC again.
After 24 hours, my basic KYC was approved, but I was still unable to withdraw.
So I called support again, they told me that I would have to do advanced KYC.
As soon as I filled out the advanced KYC with proof of residence the message (KYC failed) appeared.
Yesterday, 12/30, they allowed me to fill out the kyc again, but this time I used my license instead of my ID, and the same error happened, I sent my license, it worked, when it was time to do the self, they refused again saying that my age does not meet the requirements.
When I created the account at the casino, I don't remember if they asked for my age, or if they asked to confirm that I was of legal age, I don't remember for sure.
Yesterday I spoke to support, they asked me to send Txid of a transaction, my IP, my device, my username, to an email address corresponding to support.
So yesterday, 12/30 was the last time I sent my document (License)
Today, 12/31, I am free to complete the KYC again.
But I'm afraid of filling it in again and making an error.
Thank you very much for your reply, Josewewew. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hi,
The user can forward the KYC documents to our email support@bc.game and in the subject line of the email, please mention (this is regarding a CG complaint for PANDA) and we will review the documents manually.
Best Regards
PANDA
Hello PANDA, I just sent my identity document and proof of residence to the email mentioned above,
Thank you very much for your attention.
Couldn't I send the information via email and have you check the KYC manually? Because the system won't let me complete even the first step of KYC
The casino responds to emails, but he didn't understand that I can't get past PART 1 OF KYC.
They sent me this email yesterday:
We hope this email finds you well. We are writing to resolve the issue with the KYC (Know Your Customer) documentation submitted.
Our team has carefully reviewed the documents you provided during the KYC verification process. Unfortunately, we noticed some discrepancies or inaccuracies that prevented us from successfully completing the verification.
To proceed with the KYC verification and ensure the accuracy of your account information, we request that you resubmit the necessary documents following the guidelines below:
Proof of Identity: Provide a clear and legible copy of a government-issued identification document. This could be a passport, driver's license or national identity card. Make sure all details including your full name, date of birth and photo are clearly visible.
Proof of address: Submit a recent utility bill, bank statement, or official document that shows your name and home address. The document must be dated within the last three months.
Photo Verification: Along with the other documents, we require a selfie of you holding the same government-issued ID used in step 2 and a handwritten note (write your username, current date, and BC.GAME). Make sure your face and identifying details are clearly visible.
Please take extra care to provide accurate and up-to-date information during the resubmission process. This will speed up the verification and allow us to complete the process efficiently.
Once you have collected the correct documents, you can submit them through the website's verification tab.
We understand that accurate KYC verification is essential for account security and compliance with regulatory standards. Rest assured that all information you provide will be treated securely and confidentially in accordance with our privacy policy.
If you encounter any difficulties or have any questions about the resubmission process, please do not hesitate to contact us.
Thanks for your cooperation and understanding. We hope to complete your KYC verification immediately to ensure a safe and seamless gaming experience on our platform
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Compliments,
BC.GAME Team
But, I can't go through part 1 of KYC, the way to solve this problem in my opinion would be for me to send the documents manually, I send the ID, they approve, so I go to do my self, they refuse, they say my age does not meet the requirements
The casino responds to emails and appears to want to resolve the issue, but I don't think they understand what is actually preventing me from carrying out KYC.
I manually sent my driver's license, proof of residence, and a photo proof (photo of me with my ID in hand) I hope this time it works.
Thank you very much, Josewewew, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.
Good morning, I sent the data requested in KYC, to the email corresponding to support.
One self of me, another self holding identification document + current date
And proof of residence, I'm waiting for a response.
But thanks for the help
Dear Josewewew,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.
Dear BC.Game Casino,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
They reported in the email that the account has not been verified yet because they do not approve my kyc.
Claiming that I am not old enough to meet the requirements to access the platform's services.
3 days ago, I manually sent the documents by email, now what's left is to wait for the casino's response
Below is the image of the emails I sent to the casino, they take on average 3 to 7 days to respond.
So far I haven't received a response, you contact support inside the casino they just wait, one minute they tell you to wait 24 hours, then 48 hours, then 7 days, in a little while they will tell you to wait 1 month.
The funny thing is that there is no bureaucracy to put in the money.
Now to do the survey is this soap opera
That's not much, imagine people who have high earnings?
Simply disappointed with the casino.
I contacted support, and they said that the proof of residence must be at least 3 months old, but the proof I sent is from December, it is 1 month old now.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hi,
We are currently reviewing your case and will provide you with an update within the next 24 hours.
Best Regards,
PANDA - BC.GAME
Ok Panda, I will wait, thank you in advance for your understanding and patience.
Good morning, it's been 48 hours and I still haven't heard back.
And now I can't even access the account.
It says "account verification required"
Good morning gentlemen.
I hope no one else goes through this.
I have already sent all possible documents.
Now they no longer respond to emails.
And they logged me out of the account.
I contact support, but they always say the same thing.
They haven't responded to email in over 15 days.
This time it didn't fail.
However, I still have the withdrawal disabled.
Do I need to do anything else?
Dear BC.Game Casino,
Could you state why the player is unable to withdraw the funds?
I'll be awaiting your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hi, I come here to thank you for your understanding and cooperation from the casino, and from you at CASINO GURU!
I just made the withdrawal.
Therefore, I ask that you close this complaint and thank you once again to everyone involved in the case!
Hello Josewewew,
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,
Stefan, Casino.Guru
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