BC.Game Casino - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

Dear CasinoGuru Support Team,

I registered at the betting platform bc.game. When I attempted to withdraw my winnings, I was requested to complete the KYC verification process. During this process, I submitted my national ID, which was successfully verified. However, the KYC consistently failed at the selfie verification step, despite multiple attempts. I was later informed that the KYC process had failed, preventing me from continuing.

Subsequently, I was given the option to complete a questionnaire by email. I submitted the requested information, but the only responses I received stated that my information was "incomplete," without specifying which documents or details were missing.

It is important to note that all of my winnings were obtained exclusively with real money, without the use of any bonuses, and they come from both casino games and sports betting.

As a result, I am unable to withdraw my funds, since the casino requires a KYC verification that its own system does not allow me to successfully complete, and the alternative procedure remains unclear and unresolved. This situation is entirely beyond my control and leaves me without access to my legitimate winnings.

For your review, I am also attaching the conversation thread I had with bc.game’s support team, so you can verify the communication history.

I kindly request your assistance in resolving this matter and ensuring that bc.game provides a fair solution, either by completing the KYC verification or by allowing me to withdraw my funds.

Thank you very much for your time and support.

Sincerely,

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (Which casino games did you play?)

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 for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Thank you for your reply and for your assistance with my case.

I have been playing at BC.Game Casino since May 2024. My account is not blocked — I can still log in and even play without problems. The issue is not access to my account, but the fact that I am unable to withdraw my balance.

Regarding my activity, I have always played with real money, never with bonuses. My winnings were obtained both from sports betting and from casino games, mainly live roulette.

Please let me know if you require any additional information or documentation. I hope this situation can be resolved fairly and as soon as possible.

Best regards,

Hello,

The user has to complete their KYC with the correct documents that are related to them. The user can reach out to recovery@bc.game for the kyc.

Best Regards

BC.GAME

Hello,

The email address you provided (recovery@bc.game) is not accessible and returns a 550 error when trying to send a message.

Additionally, I have also tried contacting recovery@bcgame.com, which was the address I had until now, but I have not received any response.

Could you please provide an alternative contact address for the KYC process?

Best regards,

Thanks to both parties for your responses.

Dear casino representative,

• Could you please clarify what obstacles the player faces in getting his documents approved?
• Which documents are requested, and how should they be submitted?

Please let us know.

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.

Hello,

I contacted recovery@bcgame.com about an issue, but their response has left me confused.

Hello Customer,

We regret to inform you that after a review, your KYC verification has not been approved. Unfortunately, resubmission is not possible at this time.

We understand this news may be disappointing, but please know that the security of our platform remains our top priority.

While your KYC was not approved, we still hope you can enjoy the other services we offer.

Thank you for your understanding

Best regards,

The BC.GAME Team_Kevin

Their response says my KYC verification has not been approved and that I can't resubmit it, but at the same time, they invite me to "enjoy the other services." How is it possible for me to use the services if my verification hasn't been approved?

Thank you very much for the update. I will now transfer your complaint to my colleague Kubo (jakub.m@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 paxman,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear BC.Game Casino,

Could you kindly provide detailed information regarding the player’s issue? In particular, I would appreciate clarification on the reasons behind the delay in processing the player’s verification.

Additionally, I would be grateful if you could address the questions previously raised by my colleague Tomas:

• Could you please clarify what obstacles the player faces in getting his documents approved?
• Which documents are requested, and how should they be submitted?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear paxman,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo

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

Hello everyone,

My name is Michal, and I took over this complaint. I've been informed by the player that they were able to complete the KYC and withdraw their funds successfully. Thanks to this confirmation, we can close this complaint as resolved.

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. 

Best regards, 

Michal V