BC.Game Casino - Акаунтът на играча не е потвърден.

I created an account on this bookmaker site, made literally a few bets, if I’m not mistaken, less than 10, and wanted to withdraw money, but they asked me for identity verification, I passed it and at first they confirmed it, but then they rejected it, and now they say that I don’t have any more attempts to pass verification and money cannot be withdrawn without it, it turns out that this bookmaker is a scammer who steals money from users

Dear Ekorok,

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

• Could you please advise which documents you have already provided?
• Have you provided all the required documents in the correct format?

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

I provided my ID, I also went through video verification and sent them a bank statement. They rejected the documents and wrote that I no longer have the opportunity to undergo verification. And since I don’t have the opportunity to go verification, they won’t return the money.

Thank you very much for your reply, Ekorok. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I talked to them in live chat, I didn’t take screenshots

Thank you very much, Ekorok, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Hi,

The user's account was locked for sports abuse and already reopened for the withdrawal. User can make the withdrawal of their deposited funds after which the account will be locked back. We are acting according to our terms and conditions mentioned at https://bc.game/help/terms-service

Best Regards

Panda

What does sports abuse mean? I was unable to withdraw money because my withdrawal is blocked for some unknown reason by bc.game

Dear BC.Game Casino,

thank you for the update.

Dear Ekorok, 

are you able to access your player's account and request a withdrawal, please? Can you please follow the casino's instructions?

I understand you have questions regarding your current status at this casino. unfortunately we do not have a department specializing in sports betting. Our expertise lies in casino games. I suggest you withdraw your funds at your earliest convenience and maybe try to find a different online sports betting casino. There are plenty of other options and you can also find them on our website.

Dear Ekorok,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Ekorok has stopped responding to our messages and questions. Without Ekorok cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.