BC.Game Casino - Тегленето на играча се забавя поради проблеми с верификацията на акаунта.

Hello! For some reason, during the verification process, the system did not accept a photo of my passport. Support in the chat informed me that I could not upload photos via chat or email and needed to try using the website functions. After numerous attempts, the site stated that the verification failed. The support team in the chat asked me to reach out via email to "[email protected]" with the subject line "Block List KYC - Request for Withdrawal of Remaining Funds" and include a message in the email. Despite sending numerous emails (providing the requested information and attached documents for verification), I always receive the same message:

"Following confirmation from the appropriate department, it has been identified that the verification you submitted corresponds to successful records linked to other accounts. Utilizing multiple accounts for gaming purposes is in violation of our user policy. We kindly request that you use a single account for gaming activities."

Even though this is the first time I'm using this casino.

I would like to withdraw the remaining funds from my account. Please help resolve this issue and allow me to withdraw the funds from my account.

Здравствуйте! По какой то причине, на этапе верификации, не принималась фото паспорта. Поддержка в чате сказала, что через чат или почту фото загрузить нельзя и надо пробовать через функции сайта. После многочисленных попыток, сайт написал, что верификация завалена. Поддержка в чате попросила обратиться на почту "[email protected]" с темой письма "Блок-лист KYC - Запрос на вывод оставшихся средств" и текстом в сообщение. После многочисленных писем на почту ( отправка запрашиваемой информации+приложенные документы для прохождения), я всегда получаю однотипное сообщение:

"Following confirmation from the appropriate department, it has been identified that the verification you submitted corresponds to successful records linked to other accounts. Utilizing multiple accounts for gaming purposes is in violation of our user policy. We kindly request that you use a single account for gaming activities."

Хотя это казино я использую впервые.

Я бы хотела вывести оставшиеся средства на аккаунте. Прошу помочь решить этот вопрос и позволить вывести средства с аккаунта.

Dear mrsbooperdup, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus? 

Please forward me the emails from the casino that could be relevant to the investigation of your case at [email protected].

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

Best regards, 

Veronika

Hello! The winnings have been accumulated without bonuses. There was a replenishment of 1000 USDT, then there were victories and defeats and ultimately the balance became 1258 USDT. As far as I know, I am the only one playing on my IP. I will forward the messages to your email. Thank you for your prompt support!

Здравствуйте! Выигрыш накоплен без бонусов. Было пополнение на 1000 USDT, затем были победы и поражения и в конечном счете баланс стал 1258 USDT. На сколько мне известно на своем IP играю только я. Сообщения перешлю вам на почту. Спасибо за оперативную поддержку!

Hello,

The user need to complete their advanced KYC. Once they are successful with the KYC we will be able to assist further. The user can reach out to [email protected] if they are having an issue with KYC.

Best Regards

Panda - BC.GAME

Dear Panda,

Thank you for getting in touch with us and providing more details regarding the resolution of the player's complaint.

Dear mrsbooperdup,

Could you please specify which documents are you asked to provide for verification?

What are the documents that you have already sent to the casino? Have any of these documents been approved during KYC?

Good day. The casino gave me the opportunity to go through verification again. I passed it successfully and withdrew my balance. Thank you very much everyone!!!

Добрый день. Казино дал возможность пройти верификацию заново. Я прошла успешно и вывела баланс. Спасибо большое всем!!!

Dear mrsbooperdup,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru