BC.Game Casino - Pelaajan kotiuttaminen on viivästynyt.

Dear Bcgamesuspended, 

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. 

Could you please advise when exactly you sent the last one of the requested documents for the KYC verification?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of the documents you submitted for your repeated verification been approved?

Have you made any successful withdrawals from this casino before?

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, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

My account got verified (basic & advanced) right after I submitted the complaint here. My withdrawals still suspended

And yes I withdrew lot of times before without any problem, 6figs withdrawals. This is the first time they do this to me

Thank you for letting me know. Could you please specify what types of games you played just before your withdrawals were suspended (e.g. slots, live casino games, sports betting)?

Did you accumulate your winnings with or without a bonus?

Was playing mostly slots. I accumulated 30k by winning. Now 34k with bonuses. My account is still suspended. My vip host keeps saying "please wait for the game provider to activate your account" they first said should take 48-72hrs. Now they say no ETA

Update: I kept playing while my account is still suspended. Turned the 30k to 100k. Got logged out this morning and whenever I try to login, it gives me this message "Error 4001: account verification required" 🙁 keep in mind my account is fully verified...

Here is the SS

Thank you very much, Bcgamesuspended, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Bcgamesuspended for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help the player receive their winnings.

Thank you!

Thank you for the support, here's a few screenshots of my account balance before they closed it along with the SS of the big wins

At the time of closing the account there was 75k in vault and 5k in balance. So 80k USDT total. Thank you again.

Update. My account is back. I can login, but I still can not withdraw. Spoke to support and they said they are working on it and it should be resolved in 24hours. Let's see.

24 hours have passed now but they closed my account again instead of letting me withdraw like they promised yesterday. Are we playing games now? Yesterday I spoke to support and they literally promised me that after 24 hours my account will be back to normal! Losing patience here..

Dear Bcgamesuspended, the casino has provided me with evidence of multiple accounts. I strongly advise against such behaviour as it can lead to similar situations in the future as casinos have many ways to check for such activity. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding!

Kind regards,

Peter