BC.Game Casino - Il prelievo del giocatore è ritardato a causa di problemi KYC.

Dear josefritolopez80,

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

• Do I understand correctly that verifying your address seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Indeed, the only issue was with KYC. I passed my personal ID verification with a selfie and ID without any problems. The problems arose when submitting proof of address. I sent an invoice in PDF and PNG formats, but the casino's verification system detected it as edited, when it wasn't.

Greetings

Hola,

Efectivamente, el único problema ha sido con el KYC. He pasado la verificación de mi identificación personal con selfie y documento de identidad sin problemas. Los problemas han venido al enviar la prueba de domicilio. Envié una factura en formato pdf y en formato png, pero el sistema de verificación del casino lo detecta como editada, cuando no es cierto.

Saludos

Hello,

The user can reach out to our email support regarding KYC at [email protected] and our team will assist them with proper instructions regarding their documents.

Best Regards

BC.GAME

Hello,

Could you please give me a support email address to contact regarding this matter? Because your chat support has told me there's nothing they can do.

Greetings and thanks

Hola,

me podéis decir un correo de soporte para comunicarme respecto de este asunto, por favor? Porque vuestro soporte por chat me ha indicado que no puede hacer nada.

Saludos y gracias

Hello josefritolopez80,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

Thank you both for your replies.

josefritolopez80, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello, I'm forwarding the emails to you. as if they won't let me verify

Greetings

Hola, te reenvío los emails a [email protected] como que no me dejan verificar

Saludos

Hi, any news? My money's still frozen...

Greetings

Hola, alguna novedad?? Sigo con el dinero bloqueado...

Saludos

Have you tried contacting the casino support via their email address ([email protected])?

Yes, I have written to them, and without response.

Greetings and thanks

Si, les he escrito, y sin respuesta.

Saludos y gracias

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka ([email protected]) 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 josefritolopez80,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BC.Game Casino representative to join this conversation.

Dear BC.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Well, it seems the Casino doesn't want to cooperate. They don't answer my emails or respond here.

Pues parece que el Casino no quiere colaborar. Ni responde mis emails ni responde por aquí

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.

Dear josefritolopez80,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear josefritolopez80,

Could you please confirm, if your verification and withdrawal problem still persists?

Yes, everything remains the same.

I have no news from the casino

Si, todo sigue igual

No tengo noticias del casino

Hello,

Any news?

Hola,

Alguna novedad?

Dear josefritolopez80,

Although a casino representative took interest in the case, I haven't received any clarification from them. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=bc.game&seal_id=d43861050cdb0f19e4f7910fcfc6aea1f97373a2c9bed4faac3eea51317819554cd666e38716dab24a1a6b920489c445&stamp=eb594d3736996b404a65cd6d8c3878e5) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

The casino can reopen the case anytime.

Best regards,

Mirka