bCasino - Der Spieler hat Schwierigkeiten, die Kontobestätigung abzuschließen.

I have an account at bcasino I made a deposit I received a bonus and completed the rolover I am trying to make a withdrawal and they are making it difficult I have already sent my documents proof of residence bank card everything they asked me for and there is only a message for me to send my documents again this it's an absurd

Tenho conta no bcasino fiz um depósito recebi bônus e completei o rolover estou tentando fazer uma retirada e eles estão dificultando isto já mandei meus documentos comprovante de residência cartão do banco tudo que me pediram e só vem mensagem pra mim para eu mandar meus documentos novamente isto e um absurdo

Dear HERNANE,

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.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format? Did the casino give any reason why your documents haven't been accepted?

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

Best regards,

Tomas

I already provided my identity. bank card proof of residence everything they asked me and they keep asking me the same things are making my withdrawal request difficult this is bullshit

Já forneci minha identidade.cartao do banco comprovante de residência tudo que me pediram e ficam me pedindo as mesmas coisas estão dificultando o meu pedido de retirada isto e sacanagem

They still continue to play the fool even after sending all the documents

Ainda continuam fazendo de bobo mesmo depois de mandar todos os documentos

Now see if you can do something like this look what the casino sent me

Agora vê se pode uma coisa desta olha o que o casino mandou para mim

Thanks for the update, HERNANE.

It seems the document serving as proof of residence is not legible. Were you able to submit a photo that is legible to the casino since your last message? Is your issue with the verification still ongoing? Please let me know.

Also, please understand that casinos can limit the availability of bonuses globally or on an individual basis. We can't ask the casino to make their bonuses available to you.

I'll look forward to your reply.

Dude I got 400% bonus I did a 7000 rollover I completed the whole rollover and they still didn't give me the bonus as money after completing it and they still took 81 reais from my earnings and sent me this message. You can disregard it because they already paid me missing they paid more and I told them never to send a message again. now see what they replied to me a Casino never wrote something like this to me

CarA eu ganhei 400%de bônus fiz um rolover de 7000 completei todo o rolover e ainda não me deram o bônus como dinheiro depois de completo e ainda me tiraram 81 reais dos meus ganhos e me mandaram está mensagem.pode desconsiderar porque já me pagaram faltando mais pagaram e falei pra eles nunca mais mandarem mensagem.agora veja o que responderam prá mim nunca um Casino escreveu uma coisa desta pra mim

Dude I got 400% bonus I did a 7000 rollover I completed the whole rollover and they still didn't give me the bonus as money after completing it and they still took 81 reais from my earnings and sent me this message. You can disregard it because they already paid me missing they paid more and I told them never to send a message again. now see what they replied to me a Casino never wrote something like this to me

CarA eu ganhei 400%de bônus fiz um rolover de 7000 completei todo o rolover e ainda não me deram o bônus como dinheiro depois de completo e ainda me tiraram 81 reais dos meus ganhos e me mandaram está mensagem.pode desconsiderar porque já me pagaram faltando mais pagaram e falei pra eles nunca mais mandarem mensagem.agora veja o que responderam prá mim nunca um Casino escreveu uma coisa desta pra mim

Dear HERNANE,

Do I understand correctly you were successful in cashing out from the bonus?

I checked the bonus terms and conditions and I found this: https://www.bcasino.com/en/tnc/bonus-tnc

The bonus is added to your account balance as ‘virtual funds’. The bonus can be used for wagering only and will be removed automatically when you request a withdrawal.

This means that the amount awarded as a bonus, in the beginning, will be removed after you complete the wagering of the bonus and request a withdrawal.

Please let me know if we can assist you any further with the issue. Thank you in advance.

Thank you, it has already been solved, but Casino like this never again, god forbid, they robbed me of 181 reais

Obrigado já foi solucionado só que Casino igual a este nunca mais deus me livre me rapinaram 181 reais

Dear HERNANE,

Thanks for letting me know. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru