BC.Game Casino - Pelaajan kotiutus on estetty KYC-virheen vuoksi.

I can't make withdrawals kyc failed and they refused me to withdraw my remaining fund

Dear Imhonikhe666,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have 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 the casino informed you about the reasons for rejecting your KYC?
• Have you tried to contact the support via email or live chat to get clarification about your issue?

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, 

Natalia

Yes I provided the required documents,and was rejected,I contacted support via email and a response from them said I have multiple accounts with the same id but I told them I did self exclusion from bcgame for some time so when I tried to reopen I was told I can't open it again it was permanent self exclusion I did I should open a new account which i did,now they demand for kyc and I sent my id card and a capture of my face they said wrong details I have exceeded my limit so when I chat with customer care unit they ask me to email the team in charge to enable me withdraw my balance which I did but they said I have multiple accounts so they won't release the fund.

I provided my international passport and a photo of myself

Dear Imhonikhe666, when did you request a permanent self-exclusion from the casino? Was your account self-excluded due to gambling problems/addiction? Do you realize that permanent self-exclusion means that you won't be able to open a new account in this casino ever again? Please check what is stated in the self-exclusion rules on the casino's website:

7. By self-excluding, you agree that:

You will not create another account during this period.

Please specify if the casino support told you to open a new account instead of your permanently blocked one?

Yes they suggested I opened a new one,after I exclude my self,that the previous can not be reopened,i did not open a new one doing that period it was almost a year before I open another account

Dear Imhonikhe666, was your account self-excluded due to gambling problems/addiction? Was it a permanent self-exclusion?

Could you please forward all the relevant communication between you and the casino, together with your previous requests to self-exclude your old account to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

The messages between me and the customer care has been wiped out is over a year now.

Dear Imhonikhe666, please make sure that you reply to all of my questions because all requested information is essential if we wish to proceed with the case.

If you have any communication between you and the casino, please forward it to my email at natalia.b@casino.guru. Thank you.

The messages between me and the casino regarding me opening a new one has been wife from there platform but I will forward the resent conversation

I have sent it to your mail

Dear Imhonikhe666, please specify if you used the same personal details to create a new account as you used for your self-excluded one (e.g. email, name, date of birth, address, phone number)?

I'd appreciate it if you could check if you have any emails for your self-excluded account with a confirmation from the casino that the account was self-excluded.

I used a different email cause they refused to accept the previous,I used same name,date of birth same,address same,phone number they asked me to verify my phone number I used same but it was not accepted so I used a different one.

Hello,

We have reviewed your activity on our platform and found repeated violations of our terms of service, including the creation of more than four separate accounts. This behavior is strictly against our policies.

As a result, we have permanently locked all associated accounts. Please be advised that we will not be providing any further assistance or support regarding any matter.

Your remaining balance of $350 will be refunded. To proceed with the refund, kindly provide your USDT (TRC-20) wallet address in this thread and via email to support@bc.game.

Once the refund is processed, your relationship with BC.GAME will be considered closed, and no further correspondence will be entertained.

Best regards,

BC.GAME Support Team

Thank you very much,I don't know how to appreciate you but am truly grateful,where should I provide the usdt trc-20 wallet here or I should send to their email support@bc.game

I have also sent wallet address to support@bc.game

Thank you for joining this complaint thread, BC.Game Casino, and explaining the situation to us. Could you please confirm once the refund is processed from your side?

I will definitely thanks again

Good afternoon,I have not yet received it and the time given has elapse over 7day now,the casino has not responded.

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.

They have permanently lock the account so they should make the refund has they said.

Good evening, have you reached back to the casino?

Good evening, please why have they not make the refund? about 13days now they promised to do that, they would have unblocked my account for me to make the withdrawal myself,I have sent the wallet address on this thread and to support@bc.game has they demanded why the delay please reach them.

Good afternoon,the casino has not yet refund me my money please try and get to them is been 14days now since they asked for my wallet address thanks alot

Hello,good morning please my issue has not been resolved please try and resolve it for me thanks.

Dear Imhonikhe666, I'd like to sum up that during our investigation, it was confirmed that you previously held other accounts with the casino, which had been closed prior to the creation of your current account. As per standard industry practice and the casino’s terms and conditions, each player is permitted to hold only one account. Creating multiple accounts constitutes a breach of the casino’s rules, which, unfortunately, limits our ability to pursue the case further on your behalf.

We acknowledge that the casino has since agreed to process a refund and requested a crypto address from you, which you have provided. While we appreciate the casino’s decision to issue a refund despite the initial breach, we must also clarify that this refund is a goodwill gesture rather than an obligation under the casino's terms. As a third-party mediation service, Casino Guru has no legal authority to enforce the fulfillment of such gestures once a breach of terms has occurred.

We fully understand that this outcome may be disappointing, and we truly appreciate your cooperation and transparency throughout the process. We encourage you to follow up directly with the casino for any updates regarding the refund.

Your complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia