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My KYC verification process was rejected I don't know why they says they checking my account 48 hours still not solving my issue please help me to resolve my issue

k***@outlook.com

Dear fazir94,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account did not verify its showing failed kyc I have to resubmit my documents but I didn't have the option to upload when I contact the customer care they told me to wait 24 hours but till now 72 hours gone no update that is why I m complaints in ur site help me

Hello,

We have already unlocked the KYC portal for user and they need to complete the basic and advanced KYC.

Best Regards

Panda - BC.GAME

Still they reject without any reason what is the wrong with my id they didn't tell

Dear fazir94,

Have you received your withdrawal from the casino yet?

No i didn't receive any withdraw nor i received any mail as to why my account verification failed of u can't help tell mee I will not wait 7 days

Have you tried contacting casino support regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Hello,

This has already been completed on 18th May after the kyc was done by user.

Best Regards

Panda

Dear fazir94,

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.

I can't withdraw my balance it's seeing not support verify type but otp is same which I received kindly help me

Thank you very much, fazir94, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello fazir94,

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

Dear BC.Game Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hey Michal,

I can see everything working normally. The user has been transacting normally on daily basis.

Best Regards

Panda

Dear fazir94,

Could you confirm that the issue has been resolved and that everything is in order so we can close the complaint?

Dear fazir94,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.