BC.Game Casino - Player with unfinished KYC has winnings withheld.

I won the house lottery on BC game on the 4th of Sep it was the $100,000 USD jackpot and it occurred same problem as this article (https://casino.guru/bc-game-casino-player-s-withdrawal-of-jackpot-winnings).

The difference between his case and mine, my KYC is not completed at the time.

My withdrawal by JPY FIAT was rejected. So I recognized "I must submit the documents about KYC", and done it.

After that,I tried to contact with Japanese chat service, but that service was difficult to connect and if succeed, their Japanese were so strange and couldn't conversation. Only I can understand was "wait the e-mail".But they havn't sent and announced me anything over 7days.

please help me.

Dear gyorai,

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. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

Hi,Petronela SENPAI,

Thank you for your reply.

I'm so relieved by your word.

I thought "it's unusual case and the casino is not willing to pay me".

But now,I understand it's so so usual case.

I wasn't informed by them of anything.The site said "Account safe mode,Your account has been set to safe mode for some security issue. Please complete account verification, then contact live support for further information" by pop up message.

I asked their Japanese Chat service,but it didn't work, hard to connect, strange replying and sentence, I was not sure they understand what I said.

So I did KYC thing by the guide and I went to English chat service and asked it's okay or not.

Their answers are only "wait the mail from casino"...

The Date try to withdrawl; 05 Sep

The Date sending documents;05 Sep

and now my account is in Safe mode.

Can't withdrawl,Can't bet.

I attache images of English and Japanese messages.

much appreciated

Hello gyorai,

Have there been any developments since our last conversation, please? 

Hi, Petronela SENPAI.

I haven't received any mails.

And I log-in for check my status everyday, but nothing is changed.

Can you give me advice , please?

Before we proceed to contact the casino directly, could you please share any supporting evidence showing the amount won? My email address is petronela.k@casino.guru. Thank you.

Thank you for the reply.

I sent the mail.Please check.

Best regards,

gyorai

Thank you very much, gyorai, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello gyorai,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BC.Game Casino to join the conversation and participate in the resolution of this complaint.

Dear BC.Game Casino,

Can you please provide an update on the status of the player's verification/withdrawal?

Kind regards,

Adam

Thank you very much Petronela SENPAI.

Nice to see you Adam SENPAI,Please help me out,Please.

Dear Gyorai, 

First of all congratulations for your lottery win! This is some achievement! 

We recently updated our KYC verification, apologies for the delays. We have now enhanced our review process but we do require a new submission from you. 

You can do this here - https://bc.game/setting/verify

Let me know once it’s done.

Best regards, 

BC.GAME

Dear BC.GAME

Thank you for your reply.

I sent all pictures and video from my iPhone.

Please check them.

Best regards,

gyorai

Dear BC.Game

Now my status was changed!

I try some things...

buying lottery -> can!

withdraw -> in process

If my withdraw is success,I'll report it here.

Best regards,

gyorai

Hello all, thank you for the updates.

Dear gyorai,

I am glad to hear there is some progress, please do let us know if the withdrawal is successful and we will then close the complaint as resolved.

Kind regards,

Adam

Dear BC.Game and Adam

My withdraw was failed...

I must wait a little bit more?

Best regards,

Hello gyorai,

I am sorry to hear that the withdrawal failed. Hopefully, it is just a matter of time, please let us know if there is any progress.

Dear BC.Game,

Can you please let us know if the verification is completed?

Kind regards,

Adam

Dear gyorai,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask BC.Game Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear BC.game and Adam

I can't make my withdrawal even now.

please help me.

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.

Dear Adam

I still can't make my withdrawal and accept any mails...

On 13 Oct.

I asked advice to my friend, Japanese casino influencer, to solve this situation.

His situation is very normal, can make withdraw and my situation does not rely on the system.

He said it to his VIP host in the BC game and his VIP host said "Give us mail.".

Of course I sent the mail immediately, but I haven't got any mails.

On 17 Oct.

I connected BC game support chat and luckily I could talk with the fluent Japanese speaker.

I explained my situation and she said "I'll say it to the team, please come again few hours later."

I connected again 2times, but all answers are same "the team on the examination, Please wait"

what is happen in my account and BC game...

I found similar articles,

https://casino.guru/bc-game-casino-player-believes-that-their-withdrawal

and very worried.

Can you please contact and say about it with the BC game team?

Hello gyorai,

Thank you for the update. I am now in contact with the casino via Skype and waiting for a reply from them, so I will extend the timer one more time.

Kind regards,

Adam

Hello gyorai,

The casino has informed me that the verification department is working on the situation and we should expect a response shortly.

Kind regards,

Adam

Dear Adam

Thank you very much for your reply.

I was worried sick when no one was answering my calls.

I appreciate it very much.

I look forward to your reply with hope.

Best regards,

Hello gyorai,

I have looked into this, and first of all, I would like to congratulate you on this win! And on the other hand, we apologize for such a long delay in this.

I am happy to let you know that your account issue is now resolved and you can easily withdraw your winnings.

Please let us know if there is anything else we can assist you with.

Best Regards

SAM - BC.GAME

Thank you for the update, BC.Game Casino.

Dear gyorai,

Please let us know when you have received your withdrawal and the matter can be considered resolved.

Kind regards,

Adam

Dear BC. game and Adam

Thank you for replying.

I'm happy to hear that.

I'm trying to make withdraw right away.

Please wait till the end.

Best regards,

Hello gyorai,

We will of course wait for your confirmation before closing the complaint.

Kind regards,

Adam

Dear gyorai,

Can you please provide an update on the situation regarding your withdrawal?

Kind regards,

Adam

Dear Adam

Sorry for late replying.

Due to Japanese law, I can't make withdraw at once.

I have been made withdraw around half now.

I get rejected about 1 out of 3 times, but my withdrawals are going well so far.

Please wait a little longer till all done.

Best regards,

Hello gyorai,

Thank you for the update, I am glad that you have made some progress. I will wait for you to confirm everything has been completed and received.

Kind regards,

Adam

Dear Adam

Not all but my withdrawal is almost done.

And my orders aren’t refused now.

so you can close my case.

I'm thankful for your presence.

Thank you so much.

best regards

Hello gyorai,

Thank you for letting me know.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam