Hej,
Jeg tilmeldte mig den 24. aften (10-23:00 GMT, tidligt om morgenen for mig) på Bc.game under en influencers kode (MetalMonkey-BCMonkey). Jeg indsatte $500+ og tabte det, indsatte $2500+ inden for få minutter og profiterede <$100 efter at have spillet på Evolution's Roulette og satset $10k+. Jeg havde det sjovt og ville trække mig. Jeg fik at vide, at KYC ikke er obligatorisk (tilføje bevis), men jeg kunne ikke trække mig tilbage uden det.
Jeg kunne heller ikke bruge første indbetalingsbonus, jeg havde aktiveret den efter at en supportagent nævnte den (fortalte mig at gå til profilen og tjekke dens status), men den virkede ikke, den tilføjede et bonusbeløb, men indsatskravet var ikke virkede ( faldt ikke, da jeg satsede på min saldo), og alle væddemål, jeg lavede, kom fra min faktiske indbetaling, spillede jeg kun på de understøttede spil, der er nævnt i vilkårene. Jeg kontaktede support om det, og de ignorerede mig i 2 timer, jeg leverede derefter en video til støtte som bevis, og de bad mig vente 2 timer mere, jeg havde givet op på det tidspunkt, da den samlede ventetid var over 6 timer på det tidspunkt , det tog mere tid, fordi hvert eneste af deres svar kom efter 30-45 minutter, og de ville lukke tickeren lige efter at have svaret, hvilket fik mig til at vente yderligere 30-45 minutter, hvis jeg vil svare tilbage til dem. Jeg kan ikke vente time efter time på ting som dette, og da det ikke virkede, annullerede jeg bonussen, så jeg bare kunne hæve mine gevinster (7-8 timer efter at have talt om bonussen).
De blev så ved med at gentage, at jeg skal satse mit indskud, før jeg kan hæve, hvilket jeg allerede havde gjort ($3k indbetaling, $10k+ indsats). Support tvang mig derefter til at bekræfte uden at give mig bevis for, hvilken KYC-udbyder de bruger (af hensyn til sikkerhed og tillid). Jeg fandt ud af, at det var Sumsub, så gik videre med det, men verifikationen mislykkedes med årsager, der ikke var angivet, kunne være selfie osv. De bad mig så om at e-maile dem dokumenterne (adressebevis og selfie med en note) til deres support-e-mail, hvilket jeg gjorde om ~15 minutter, men de har ikke givet noget svar og beder mig bare om at vente. De sagde, at det ikke ville tage lang tid for kerneteamet at tjekke, og siden da, hele dagen, ville de ignorere mig i billetter og kun svare, når jeg tyr til at spam dem. De afviste også min anmodning om at tale med deres overordnede/vejleder.
Jeg kontaktede dem næste morgen, og de sagde giv dem 24 timer. Jeg gjorde. Så kontaktede jeg næste aften, og deres supportmedarbejdere sagde, at det kan tage 24-48 timer, så jeg skulle vente til næste aften (den 26. aften), da han ellers vil nå holdet for mig. Han lukkede min billet på discord lydløst, så jeg ikke kan spore den, men jeg havde optaget hele samtalen. Der er gået 72 timer nu, og de bliver ved med at fortælle mig, at jeg skal vente 72 timer mere. De har aldrig bedt mig om at bekræfte, før jeg indbetalte og løj for mig. Jeg behøver slet ikke at KYC-verificere ved flere lejligheder, børstede mig og har holdt mine udbetalinger låst, mens jeg stadig kan spille på spillene. Jeg gætter på, at de håber, at jeg mister mine penge, mens mine udbetalinger er låst.
Jeg vandt næsten alle mine gevinster på Evolution-spil som Lightning Roulette og Crazy time. Jeg har heller ikke konverteret nogen bonusser/belønninger, som jeg har modtaget for at gå op i niveau (de er stadig uberørte på min konto). Det er skammeligt, hvad de laver og går igennem deres uenighed, jeg fandt dusinvis af spillere, der sagde det samme. Dette casino fortjener slet ikke denne vurdering. De tillader spillere at indbetale mere og spille, men de kan ikke lade spillere trække sig ud.
Hvis du skal gennemgå denne samtale igen, er dette resuméet:
- Support løj om at KYC er obligatorisk
- Bad ikke om nogen bekræftelse under indbetalinger
-Låste mine hævninger
-Support gav ingen information om min bonus og tog timer at svare
-Første indbetalingsbonus virkede ikke
-Støtte tvang mig til KYC
-Support blev ved med at forsinke min KYC og fortalte mig at vente mere og mere
-Support låste ikke min konto fra væddemål, i håb om at jeg kan miste mine penge
- Har ikke modtaget nogen svar fra dem på e-mail
-Support ignorerer billetter nogle gange, ellers svarer de efter en time eller deromkring, og luk derefter billetten med det samme og beder mig vente mere
Jeg vil give flere skærmbilleder af hver samtale, profil og bonusaktivitet nedenfor (hvis nødvendigt).
Hi,
I signed up on 24th's night(10-11 PM GMT, early morning for me) on Bc.game under an influencer's code(MetalMonkey-BCMonkey). I deposited $500+ and lost it, deposited $2500+ within few minutes and profited <$100 after playing on Evolution's Roulette doing $10k+ wager. I had some fun and wanted to withdraw. I was told KYC isn't mandatory(Adding proof) but I couldn't withdraw without it.
Also, I could not use the First Deposit bonus, I had activated it after a Support agent mentioned it(told me to go to profile and check it's status) but it didn't work, it added some bonus amount but the wager requirement was not working( didn't decrease as I bet my balance) and any bets I was making were going from my actual deposit, I did play only on the supported games mentioned in the terms. I contacted support about it and they ignored me for 2 hours, I then provided a video to support as proof and they asked me to wait 2 hours more, I had given up at that point as the total waiting time was over 6 hours by then, it took more time because every single of their reply came after 30-45 mins and they'd close the ticker right after replying, making me wait another 30-45 mins if I want to reply back to them. I can't wait hours after hours for things like this and since it was not working, I cancelled the bonus so I could just withdraw my winnings(7-8 hours after talking about the bonus).
They then kept repeating I have to wager my deposit before I can withdraw which I had done it already($3k deposit, $10k+ wager). Support then forced me to verify without providing me with proof which KYC provider they are using(for safety and trust). I figured out it was Sumsub so went ahead with it but verification failed with reasons not being specified, could be selfie etc. They then asked me to email them the documents(Address proof and selfie with a note) to their support email which I did in ~15 minutes but they haven't given any response and just asks me to wait. They said it won't take long for the core team to check and since then, for the whole day, they'd ignore me in tickets and only reply when I resort to spam them. They also denied my request to talk to their superior/supervisor.
I contacted them the next morning and they said give them 24 hours. I did. Then I contacted the next night and their support staff said it can take 24-48 hours so I should wait till the next evening(26th's evening) as otherwise he'll reach the team for me. He closed my ticket on discord silently so I can't track it, but I had recorded the whole conversation. It's been 72 hours now and they keep telling me to wait 72 hours more. They never asked me to verify before I deposited and lied to me I don't have to KYC verify at all on multiple occasions, brushed me off and have been keeping my withdrawals locked while I can still play on the games. I guess they are hoping me to lose my funds while my withdrawals are locked.
I won almost all my winnings on Evolution games like Lightning Roulette and Crazy time. I also did not convert any bonuses/rewards that I received for leveling up(they're still untouched in my account). It's shameful what they are doing and going through their discord, I found dozens of players saying the same thing. This casino does not deserve this rating at all. They allow players to deposit more and play but cannot let players withdraw.
If you have to re-go through this conversation, this is the summary:
-Support lied about KYC being mandatory
-Didn't ask for any verification during deposits
-Locked my withdrawals
-Support didn't provide any info about my bonus and took hours to respond
-First deposit bonus did not work
-Support forced me to KYC
-Support kept delaying my KYC and telling me to wait more and more
-Support didn't lock my account from betting, hoping I can lose my funds
-Have not received any replies from them on email
-Support ignores tickets sometimes or otherwise they reply after an hour or so then close the ticket immediately telling me to wait more
I'll be providing more screenshots of every conversation, profile and bonus activity below(if needed).
Automatisk oversættelse: