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I completed verification, placed a bet, and my bet won. I decided to withdraw my funds, but for unknown reasons, the withdrawal was blocked. I contacted support, and they explained that my verification was rejected. Please help me resolve this situation. I am ready to go through the verification process with you again and provide all necessary documents.

Я прошел верификацию , сделал ставку моя ставка выиграла . Я решил сделать вывод средств , но вывод по неизвестным мне причинам был закрыт . Я написал в поддержку , поддержка объяснила что моя верификация была отклонена . Помогите разобраться в этой ситуации . Готов пройти верификацию с вами еще раз . Готов предоставить все необходимые документы .

Hello sem2menov,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The last time I spoke was today, the verification process was completed and the documents were not accepted, I uploaded my passport and went through facial verification.

Последний раз общался сегодня , процесс проверки завершен и документы не приняты , загружал паспорт , и проходил верификацию по лицу .

If necessary, I can provide all the documents here.

Если нужно могу предоставить сюда все документы

Hello sem2menov,

Please provide the documents and the communication between you and the casino to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

And I'm not from Belgium, I'm from Russia

И я не из Бельгии я из России

Hello sem2menov,

Did the casino specify why exactly did they block your account? - was there any issue with the documents or your betting?

If you have any e-mail communication with them, rather than live chat (as they can't provide such information their e-mail support), please forward it to nikolas.b@casino.guru.

Regards,

Nick

Dear casino guru, you wrote that the complaint review will take 2 weeks, 3 have already passed, and we still can’t get off the ground, is there any way to speed up the process? I need my money that the bookmaker won’t give me back.

Уважаемое казино гуру вы писали о том что рассмотрение жалобы продлится 2 недели прошло уже 3 , а мы никак не можем сдвинутся с мертвой точки , можно как то ускорить процесс мне нужны мои деньги которые не отдает букмекер

No one has responded to my email from the bookmaker.

На электронную почту со стороны букмекера мне так никто ничего не ответил

Thank you sem2menov for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sem2menov, I've just reviewed your case and I’m sorry that you’re facing this issue with the block of your account. I will reach out to the casino and see what can be done to help you once they reply.

Dear BC.Game Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Please, specify the reason for blocking the player's account.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Thank you Natalia, I hope you can help me solve this issue.

Cпасибо Наталья надеюсь вы сможете помочь мне в решении этого вопроса

Dear sem2menov, I have received some updates about your issue. First, your account was blocked due to checks from a sports betting provider, but it has already been unblocked. Second, you need to complete an advanced verification, which includes a complete basic verification plus proof of address and video verification. Has casino support contacted you regarding the advanced verification yet?

Dear sem2menov, I have further updates: Your account doesn't need additional verification, so you can now log in and request a withdrawal of your funds now. Can you please confirm that you can do this?

I'd also like to mention that the checks were initiated because of some suspicious behavior from your side, so please make sure you place bets following the sports betting terms and conditions to prevent situations like this.

I made completely normal bets, and I went through this check, they told me that I somehow had several accounts, but no one told me that I needed to go through the check again. and how should I re-take the test if I don't have the opportunity to do so?

Я делал обычные ставки совершенно , и я проходил данную проверку мне вообще сказали что у меня каким то образом несколько аккаунтов о том что мне необходимо пройти проверку еще раз мне никто не сообщил и каким образом я должен повторно пройти проверку если у меня нет возможности этого сделать?

Dear Natalia, I have sent you a bank statement confirming my address by email. , the letter will come from the post office The letter contains a bank statement.

The casino never responded to me by mail and did not give me any information. I made completely normal bets, my account is in the minus

Уважаемая Наталья , направил вам выписку из банка с подтверждением своего адреса на электронную почту  natalia.b@casino.guru , письмо придет с почты sem2menov@inbox.eu в письме выписка из банка.

Казино так и не отвечало мне по почте и не сообщало мне никакой информации . Ставки я делал совершенно обычные мой аккаунт находится в минусе

This is the sum of deposits, this is how much is on the balance and from the account as you can see I did not withdraw. What strategy do I use if I lose?

Это вот сумма депозитов , это сколько на балансе ну и с аккаунта как вы видите я не выводил . По какой же стратегии такой я ставлю если я проигрываю

All bets were made on top events, there were 4 of them, 1 lost, 1 returned because the bet was on the whole total and 1 won, the 4th bet also won but it doesn’t count, it was made purely symbolically for 1 dollar.

Ставки все были сделаны на топовые события их было 4 , 1 проиграла 1 вернулась так как ставка была на целый тотал и 1 победила , 4 ставка тоже победила но она не в счет она была сделана чисто символически на 1 доллар

The casino just wants to appropriate my money even if my account is unblocked and I can bet on it again, I will not do this, I just want to take my money and never deal with this casino again because the support service clearly cannot help, they always switch to email or just write formal replies, they have not responded to email for a month, there is a fairly large amount on the account, and no one cares and no one wants to solve this problem. That is why I contacted you, at least they answer you, and I apparently do not need to answer in their opinion

Казино просто хочет присвоить себе мои деньги даже если мой аккаунт разблокирован и я могу на нем снова ставить , я этого делать не буду я просто хочу забрать свои деньги и больше никогда не связываться с этим казино потому что служба поддержки внятно не может помочь все время переключает на почту либо же пишет просто отписки , на почте не отвечают месяц , на аккаунте довольно таки большая сумма , а всем просто плевать и никто не хочет решать эту проблему . Поэтому я и обратился к вам вам хотя бы они отвечают , а мне видимо отвечать не нужно по их мнению

Dear sem2menov, is your account status still displayed as unverified and you cannot submit a withdrawal request? I will check this again with the casino representative. I'll let you know once I have more details.

Yes, the status is not confirmed

I sent all the documents for identification above my passport, a selfie with my passport and a spread with my registration, a document confirming my address I sent you by mail I think this will be enough for my identification, it's just that all this has been going on for several months and I'm already tired of knocking on closed doors at the post office and waiting

Да статус не подтвержденный

Я отправил все документы для идентификации выше свой паспорт селфи с паспортом и разворот с пропиской , документ подтверждающий мой адрес я отправил вам на почту я думаю этого будет достаточно для моей идентификации , просто это все тянется уже несколько месяцев и я уже устал стучать в зарытые двери на почте и ждать

I just want to withdraw my money if the casino does not meet me halfway then let them give back all the deposits that I made and close the account I will even be glad

Я просто хочу вывести свои деньги если казино не идет на встречу то пусть отдадут все депозиты которые я внес и закроют аккаунт я буду даже рад

Hello sem2menov,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for checking this, BC.Game Casino.

Dear sem2menov, do you confirm that the account the casino representative mentioned also belongs to you?

I'm afraid this is an unfair practice to create more accounts, and the casino should be within their rights to block any duplicate account.

I don't know how this could happen, well let them block the account forever, but then let them return my deposits

Я не знаю как такое могло произойти хорошо пусть блокируют аккаунт навсегда но пусть тогда вернут мои депозиты

I have nothing to do with the account that the bookmaker calls

I only have one account that I have asked for help through.

Я не имею ничего общего с тем аккаунтом который называет букмекер

У меня есть только один аккаунт по которому я обратился за помощью

Thanks to bc.game and casinoguru for helping to solve the problem, the money was successfully withdrawn, you can close the complaint

Благодарю bc.game и casinoguru что помогли решить проблему деньги были успешно выведены можно закрывать жалобу

Dear sem2menov,

Thank you for the updates. I'm glad to hear that, ultimately, your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru