bCasino - Player’s withdrawal is delayed due to multiple verification issues.

I won some money and tried to withdraw 1200 dollars. I needed verification So i b3gan that process. The first reason to hold my money was that my mailing address and street addresses ore different, then they said my I.d. was blurry,then they said I hadn't signed my bankcard. Finally they told me unless i can provide the credit card and bank statements for the card I used to deposit 5 dollars on may 5th they were not going to realese my funds. I have had zero luck with any body from the organization.

Dear adammurk8,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there I really appreciate your help this is the first time I have Ever won anything worth withdrawing so I was very excited. Yes at this point the only thing holding back my withdrawal is the fact they want me to produce a credit card and statements for a card I deposited 5 dollars to the casino with back in May.i have explained to them thay if I wasn't my bank card then I t would have been a pre pay and thos get tossed when I'm done. There is no way I will ever find it or have a statement. I rent understand what a old card has to fo with my withdrawal. I usd my visa debit card to deposit the money that I won with. I sent them way more identity documents than necessary. It is suspicious that everything I resolved an issue they were quick to find aother one to hold me up. I can forward the emails I recieved and sent, u literally begged them for information on the card that they were wondering about. Without anything to go on how am I supposed to find anything out. And now the messages say, ",the casino is closed down right now" I don't know what to do..

this is what is on their website now

Thank you very much, adammurk8, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi adammurk8,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear bCasino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's payment hasn't been verified? Have you received all the necessary documents for the verification from the player?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hello,

Thank you for reaching out to us.

We have investigated the complaint and have found the following :

2023-08-01 - withdrawal request for CAD 1200.00 was submitted

2023-08-02 - The following documents were received and approved: Proof Of Address.

An email was sent requesting a copy of your ID, a Copy of the back of Credit Card _ 8466, a copy of Credit Card _8358, and a Bank Statement

2023-08-03 and 2023-08-04 - Customer Support Live Chat was contacted and further explanation was provided.

2023-08-04 - the following documents were received: A copy of ID and Proof Of Address.

An email was sent requesting a copy of Credit Card_8466 and a Bank statement.

2023-08-04 and 2023-08-05 - Further explanation on this was provided by agents on Live Chat Customer Support

2023-08-06 - an email was sent by a Customer Support agent providing further explanation on this request

2023-08-06 - the following documents were received and approved: A copy of Bank Statement_73043, and a copy of Birth Certificate.

An email was sent requesting a copy of Credit Card_8358

2023-08-07 - further explanation was provided on why a copy of credit card _8358 was needed by email

2023-08-07 - a second email was responded to explaining why a copy of credit card _8358 was needed

2023-08-10 - email was responded to advising that any statements detailing the use of that card would be accepted.

2023-08-10 - email was sent advising that our site is temporarily down and will be back soon

2023-08-16 - withdrawal request declined - no documents received in the expected time frame, funds were returned to the Bcasino account and an email was sent informing this.

2023-08-16 - responded to email advising that the system is temporarily down however if he wishes to proceed with a withdrawal request of his balance, we can assist him

2023-08-16 - A new withdarwal request was submitted for CAD 1200.00

2023-08-17 - An email was sent requesting a copy of Credit Card _8358

We would like to refer to our terms and conditions :

Verifications: ( https://www.bcasino.com/en/tnc)

During the course of the relationship, we may request copies of one or more of the following documents (or additional documents not listed below): Photo ID (valid passport, photo card driving license or national identity card); Proof of address (a utility bill issued within the last 3 months, or bank account statement clearly showing name and address, but excluding any statement printed from the internet); proof of ownership of the payment methods used on the account (copy of the front and back of the credit card being used to deposit on the site, with the middle 6 digits of the card number and the last 3 digits on the back of the card must be blanked out, your credit card statement showing the recent transactions which were made to us). In some cases, you may be asked to have your documents signed and stamped by a qualified notary or solicitor as proof of legitimacy. Required documentation will have to be provided within 7 days following the request of the Company; should the documentation not be provided within this timeframe, or false or misleading documentation if provided, then we may, at our sole discretion, terminate your account, confiscate all winnings and seize and void any and all account balance.

If any of our verification attempts fail and/or you do not provide the requested documentation, your account may be suspended, and/or no winnings paid.

As part of our Source of Funds/Wealth checks, we reserve the right to verify that the funds used for gambling on our site have originated from legitimate sources, such as income, personal savings, etc. As such, we may request that you complete a Source of Funds declaration, provide salary slips or other relevant documentation evidencing your source of funds, and bank statements showing sufficient information that would allow us to trace your deposits on our site and/or your gambling activity in general to the original source of funds.

The MGA enforces strict guidelines to ensure fair play, player protection, and responsible gambling.

For this reason, account verification needs to be completed before any monetary transactions can be completed.

All procedures have been put in place by our regulator and as a licensed Casino we are obliged to comply.

If any further information is needed, please do not hesitate to ask.

Regards,

B Casino Representative.

Thank you, bCasino, for giving us this detailed explanation.

Dear adammurk8, based on the casino's reply it seems you haven't uploaded the copy of the credit card ending with 8358. Would you please specify if you used this card for depositing into your casino account and why haven't you provided the casino with the requested files in full? Thank you.

The card In question was a prepaid card that I purchased at a gas station once The balance was all spent I destroyed the card like it do with all my prepaID Cards. It's just the habit I have had I known that I was going to require that car to withdraw. I would have saved it, but the good news is that beach casino has sent me a email saying that they will approve my withdrawal. So it's supposed to be coming tomorrow. I guess we'll just wait and see, thank you so much.

Dear adammurk8, have there been any updates after you were informed that your withdrawal would be approved?

Yes Bcasino paid me the 1200 they owed its all resolved thanks

Dear adammurk8,

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,

Natalia

Casino.Guru