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I want to do my KYC verification again, earlier my verification was rejected due to some reason

But the option for re-verification is not available at the casino

When I contact the casino's support team, I don't get any reply from them

Hello,

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

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please clarify how much you are attempting to withdraw from the casino? Is your player's account accessible to you? Can you log in, deposit, and play?
• When was the last time you were able to reach support with the issue? What response regarding your issue have you received?
• Could you please share with me your communication with the casino regarding the reasons why your verification was rejected? 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 in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

My withdrawal is not happening because my withdrawal has not been verified. I have been asked to contact customer support. I have tried several times to talk to customer support via live chat and email but I have not received any reply or response from the customer support team.

BC Games Casino's support team never replies

Live chat conversations end without any response

I am able to access my account

I had uploaded National ID card for verification, I have all the necessary documents but I am not getting any reply from the customer support due to which I am not able to send the document.

I have not yet withdrawn any funds. I applied for a withdrawal of Rs 50,000 for the first time which got rejected.

I was not given any reason to reject the verification from the casino side, I was asked to contact customer support, But whenever I contacted customer support, I did not get any reply or response from them

I have all the necessary documents for my verification but I am unable to share them with the casino because the casino support team is not giving me any response

Please ask the casino to contact me and give me a response

Please help me

Thanks for your reply and provided information.

• Could you please share any documents you provided to the casino during the verification of your account?
• Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello,

The user can reach out to our email recovery@bc.game regarding this and our team will assist them.

Best Regards

BC.GAME

I have sent you all the documents via email which I had sent to the casino for verification, I also emailed the email given by the casino but this is an invalid email address, please help me

I sent an email to the email addresses given by the casino. After that I received an email from the casino asking me to go to profile verification and upload my KYC documents. But there was no option available to upload

documents.

I have contacted the support team by clicking on the contact us option but there is no response from the support team

Can I send documents by email?

There is no option available for upload documents

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear theprince0157,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear BC.Game Casino,

Could you kindly provide detailed information regarding this player’s case? In particular, I would greatly appreciate clarification on the issues encountered during the player’s re-verification process.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

I have sent all the KYC related documents to the casino through email, but the cashino is telling me that you will only get your deposit amount, whereas when I created the account at the casino, the casino had told me that you can bet even without KYC and when the casino requires KYC then get the verification done, I agreed with the casino and deposited the funds, now when I am withdrawing the funds, the casino is not letting me withdraw, I am ready to send all the documents related to KYC verification, I have sent all the documents to the casino by email

I agree to do KYC document verification, video call verification, please tell the casino to give me my full winning money, do not cheat me

The casino has removed the KYC verification option from my account without even asking for any documents,

I will do all the activities related to KYC verification but I want full money available in my account. If BC Game Casino does not give me full money then I want to write a review related to BC Game Casino on your platform

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.

received a message from the casino that you should upload documents again for verification, but there is no option to upload documents anywhere. I have sent all the documents via email but I did not get any response from the casino.

already written on Bc Game Casino that if KYC is not approved then you can still use the platform to play games but now the casino is not giving me the money I have won

Bc casino doing scam with me.

i want write review about BC Game’s scam on your platform. Please approved my review and do post

Finally I received reply from casino.

Dear theprince0157,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Comments from the Casino:

Dear User: Hello

We have verified that you uploaded invalid address proofs multiple times for KYC verification, exceeding the normal verification limit, resulting in the final verification failure. According to the KYC verification rules, the principal was ultimately refunded, and you have already completed the withdrawal. Your account has been locked.

Sincerely,

BC.Game Team

Hello,

Thank you to the casino for getting back to us and providing clarification.

Dear theprince0157,

Based on the casino’s response, it appears that the refund of the principal has already been processed and the withdrawal has been completed. If this is correct, please confirm that you have received the funds.

I would also recommend following the casino’s instructions regarding the verification requirements in case any further action is needed in the future.

Additionally, I would like to inform both parties that I have temporarily taken over this complaint, as my colleague Kubo is currently on sick leave.

Thank you both for your cooperation.

Dear theprince0157,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru