BC.Game Casino - Pelaajan kotiuttaminen viivästyy.

I would like the withdrawal process to be expedited, so please complete the KYC verification as soon as possible.

早急に出金対応して欲しいのでKYCの確認を早く完了させて欲しいです

Dear ttnnbb, 

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 which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Has any of your identity documents been approved by the casino?

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

I sent the documents over two weeks ago.

You have submitted the necessary documents in the correct format

I'm having trouble being approved by the casino

もう2週間以上前に書類は送ってます

必要な書類を正しい形式でおくれています

カジノで承認されず困っています

Hello,

Can you please provide the UID or correct email address as this email doesn't exist on our system.

Best Regards

Panda - BC.GAME

Dear Panda,

Thank you for reaching out to us and for your willingness to assist the player.

Dear ttnnbb,

Could you please confirm the correct user ID or email address you use to log into your casino account?

Additionally, based on the screenshot you submitted, it appears the casino requires valid proof of address to complete your verification process. Have you provided this document to the casino? Please ensure the document is in the correct format and was issued within the last three months.

We look forward to your reply to assist further.

There is no problem with proof of address etc.! It must have been issued within the last 3 months.

I don't understand why it's not being authenticated.

住所証明などは問題ないです！3ヶ月以内の発行のものなので

認証されないのが意味わからないです

Hello,

Just to remind you again, I will still need the correct email address or UID to assist you with this.

Best Regards

Panda - BC.GAME

UID1665086

is

UID1665086

です

Hello,

With the provided UID, I do not see any issue with the withdrawals, nor did the user complete the KYC. Can you please provide a screenshot of the UID page or where it is asking you for the KYC?

Best Regards

Panda - BC.GAME

I understand that KYC has not been completed.

I am contacting you because I can't

KYCが完了してないのは理解しています。

出来ないから問い合わせをしています

Please send me the proof of address you have been trying to upload to your casino profile. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I'm sending an email

Thank you for your confirmation.

メール送ってます

ご確認よろしくお願いいたします

I haven't received any email replies, what's going on? Thank you for your help.

メール返信が全然ないのですがどうなってるのでしょうか？ご対応よろしくお願いいたします

Could you please specify the email address you sent me the message from? Is it a*******17@gmail.com?

that's right!

そうです！

Thank you for your prompt response!

早急にご対応よろしくお願いいたします！

Thank you for your response. However, the email you sent me from that address contains no attachments or text. Please send me the document I requested in my previous comment one more time. Also, please specify if you registered at this casino with the email address a*******17@gmail.com

Dear ttnnbb,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.