BC.Game Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I registered at this casino on May 27th. I deposited 4,000 rubles and won a little. I made a withdrawal. Then they asked me for sumsub verification. I passed the passport and face verification online. But they didn't accept my bank statement. They won't let me re-upload a new bank statement. I can't withdraw money either. Help me.

я зарегестрировался в данном казино 27 мая. сделал депозит 4000. немного выиграл. сделал вывод. потом у меня запросили верификацию sumsub. проверку пасспорта и лицо онлайн я прошёл. но банковскую выписку они не приняли. повторно загрузить новую банковскую выписку они не дают. выводить деньги тоже. помогите мне

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear kaidaughertytmbd33,

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.

Please answer the following questions to better understand the situation.

• Do you have access to your account?
• Could you please provide more information why the casino did not accept your bank statement?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

I have access to my account.

I haven't used any bonuses.

I only uploaded my bank statement once. But there was an error on the casino's end, and their system counted it as if I'd uploaded the statement multiple times. They acknowledged this in chat, but they won't let me upload another bank statement.

Dear kaidaughertytmbd33,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello kaidaughertytmbd33,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello, your Level 2 verification was not approved because the address proof you submitted did not meet our verification requirements for authenticity, consistency, and validity. As a result, the document cannot be accepted for completing the verification process.

Since the number of failed verification attempts on your account has reached the system limit, your account has entered the automatic handling process in accordance with our risk control and compliance procedures.

After system review, your total withdrawal amount has already exceeded your total deposit amount. Therefore, there is currently no remaining principal available for refund.

If you believe the review result is incorrect, please contact our official support team and provide any additional information for further review. Thank you for your understanding.

 I only had one verification attempt. Check the screenshots I sent you. I can also send you screenshots from the email where there was only one unsuccessful attempt. You didn't let me upload Step 2 a second time.

Your employee also confirmed that the error was on your end.

Dear Lucia,

Thank you for your patience during the case review process.

Following a comprehensive review, our risk team has identified systemic arbitrage activity in this account. We have submitted relevant supporting documentation (including a report from our sports betting supplier) directly to you for your independent review. Out of respect for player privacy, we will not disclose specific account information in this public discussion.

We will continue to fully cooperate with the arbitration proceedings and abide by the arbitration award.

I didn't place any sports bets.

I only placed one bet on the World Cup, and that was it.

Let me upload a different bank statement.

Dear BC.Game Casino Team,

Thank you for the information and documents you have provided so far. We have reviewed the submitted materials.

I have sent you an email requesting some additional information regarding this complaint. Please check your inbox at your earliest convenience and let me know if you have received it.

Thank you for your cooperation. I look forward to your response.

Dear lucia,

The additional information has been included in a new email; please check.

Dear BC.Game Casino Team,

Thank you for the information you have provided. However, I noticed some discrepancies that still need to be addressed. I have requested additional information via email to clarify these issues. Thank you for your attention to this matter.

Dear kaidaughertytmbd33,

Thank you for your patience throughout the complaint resolution process.

After reviewing the information and supporting documentation provided by the casino, we have concluded that there are sufficient grounds to support its decision. The casino provided substantial evidence indicating that your account engaged in arbitrage abuse of its promotional offer. According to the documentation provided, this activity breached the casino's Terms and Conditions governing the use of promotions and bonus offers.

As this complaint concerns sports betting, we are unable to further assess or challenge the casino's conclusions. Casino Guru does not resolve sports betting complaints, as they fall outside the scope of our complaint resolution service. Consequently, we are unable to continue our investigation and must reject this complaint.

If you wish to pursue the matter further, you may consider contacting one of the following specialized sportsbook complaint services:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I understand this is probably not the outcome you were hoping for, and I am sorry we could not assist you further in this case. If you experience any issues related to casino games with this or any other casino in the future, please do not hesitate to contact us again.

Kind regards,

Lucia S

Casino Guru