BC.Game Casino - Оттеглянето на играча се забавя поради технически проблем.

They are not providing my withdrawal for more than 24 hours already.

Order ID - A-1778663974227126343

I have requested it on 02/10/2023, 20:02:31

Now it is already 4th and withdrawal is still pending.

Customer support just saying that it is a technical issue and they will prioritise my issue. However, they are not providing any details, just giving me generic answers in the live chat.

I've tried to chat with them 5 times already and each time it is the same answer, that I should wait.

No proper reasons behind and no will to assist me with other solutions.

Dear wannabegamble,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I did more than 10 withdrawals with them. One of them is still has unknown status. I did it without KYC and now customer support asked me to do KYC. I did all what they said and in the end nothing changed.

Still no clear information. You know that all other withdrawals were quick and it is a crypto casino where everything should be quick.

The problem is not that I am waiting. The problem that they have issues and can't resolve it. 14 days is a joke to be honest. No casinos are paying that long

Dear wannabegamble, have you provided all the documents necessary for the KYC verification? 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. 

Could you also please advise what the status of the most recent withdrawal request is?

Dear wannabegamble,

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.

Hello,

As I can check, this order was already refunded to the user on October 9th, and we had a conversation on different platforms regarding the same.

Best Regards

SAM - BC.GAME

Dear Sam from BC.Game,

thank you very much for getting in touch with us.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

Best regards

Veronika