MYBC.game Casino - Player's account has KYC issues.

This is regarding kyc not completed even after submitting required documents as stated in their aml terms but they are not accepting any documents mentioned in the aml policy and support not giving proper response for which documents to submit even after requesting them multiple times in chat and email as they are doing it purposefully to withold the funds. It seems like they serve only high value customers as it was evident from Bitcointalk forum discussions. Kindly help in this regard.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MYBC.game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents have you provided to the casino?
• Could you please share with me your communication with the casino 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas

Thanks for the prompt response. My account is not blocked. The issue is with kyc verification process. As per their AML terms documents allowed is passport, driver's license, any govt issued id card. My passport got expired so I submitted my driver's license which all casinos which I have played have accepted. But the didn't accept driver's license. So I submitted my indian ID card which also got rejected with no valid reason even though their aml terms clearly stated it's accepted.

I contacted their support team many times andi requested them which documents are accepted and they didn't give a proper response and stated we cannot do anything with this regard even I enquired about necessary documents which I should submit and even then they didn't answer the question and just blatantly stated we cannot do anything not even answering the question.

1. Around a year I have at this casino but haven't made any deposit or withdrawal as I didn't have enough trust to deposit with them. My account is not blocked and I can still access my account.

3. Slots and some mybc originals.

4. Yes their originals dice game of 25 free rounds of .20$ and won around 7 usdt which had a wagering requirement of 10x and then played hacksaw slots to accumulate the balance.

5. Driver's license and Indian govt issued Aadhar card which is a nationalised ID for proof of identity.

I have attached the chat transcript which got connected only once after some failed attempts and 2 emails t their support email.

Thanks for the detailed explanation of the situation.

Did the casino suggest you submit different documents or that the documents you submitted are low quality?

Would you be able to share with me the files you submitted to the casino but the casino didn't approve?

Send the information to my email at tomas@casino.guru

Hi Thomas,

I have emailed you the documents which I submitted to the casino.

1. No they never said why the documents got rejected just plain answer documents are not supported nor giving explanation for any alternate documents required. I even asked which documents are valid since their AML policy stated the documents which I sent to them are valid but never got response for that and chat was closed immediately.

Hello Thomas,

They have op in Bitcointalk forum where for Bitcointalk full members kyc is not required. So clearly it's not a system which they gave as explanation. Either they are very shady or don't want to open to non- l members as they think only high rollers should play at their casino which is evident from the forum discussions.

https://bitcointalk.org/index.php?topic=5587621.0

Thanks for your patience.

Please note that the QR code on the Aadhaar card cannot be read.

Have you made sure to upload the document in sufficient quality when submitting it to the casino?

Is it possible for you to submit new documents to the casino at this time?

Please let me know.

To scan and verify an Aadhaar card’s secure QR code, you must use official, digitally authorized tools to ensure the data is safe and untampered. These tools verify the UIDAI's digital signature and instantly display the cardholder's demographic details and photograph.

I think we can read Aadhar Card nly using government specialed approved apps

I did submit as it's online process so it's Direct live capture verification process. But again it failed system is accepting the documents so Aadhar is valid as if I submit driver's license it does accept at all but in this case system accepts the documents. But it doesn't specify what issues are related to rejection.

Dear Jiren8,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Jiren8,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact MYBC.game Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 Jiren8,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, - I recommend you contact the gaming authority the casino is regulated by Anjouan and submit a complaint directly to them.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.