BC.Game Casino - Pelaajan kotiutuksia on rajoitettu.

My withdrawal was restricted and i was asked to do a KYC verification, on submission of my authentic NIN slip it was rejected twice and the reason not stated in the mail, the following mail i got was the my KYC is not approved and that i have reached the maximum number of trials. I appealed to the KYC team for a manual review, but to no avail and now my balance of 566520 is held back with no option of refund of my hard earned money. I have the necessary documents and i am the rightful owner of my account. I want to be able to withdraw my funds or a full refund of my balance 566520 naira be given to me.

Hello,

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

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

• Is your account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status found in your player's profile if available?
• Have you provided the photos of the documents in good quality instead of providing scanned copies?
• Could you please share with me your communication with the casino? 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

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.

1) yes i can log in

2)

3) I have not been given an opportunity

4) Done

Thanks for the information provided.

Could you please share photos of your ID in sufficient quality? Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Sent to Email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BC.Game Casino representative to join this conversation.

Dear BC.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 player,

I am trying to get in touch with the casino outside of this thread. I will notify you, when there are any updates.

Thank you for your patience.

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 Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

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

Best regards,

Mirka

We’ve reopened this complaint at the request of the casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear paulboyer200067,

The casino informed us outside of this thread, that you have successfully completed your KYC process. Could you please confirm that? And have you also been able to successfully withdraw your winnings?

Thank you for your confirmation.

Dear paulboyer200067,

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,
Mirka
Casino.Guru