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Good afternoon. Help me solve the problem with the casino. They don't allow me to withdraw money. At the same time, they do not allow you to pass KYC. They can’t help in the chat, they asked me to send answers to questions (IP address, transactions) by email. I did everything, but they still didn’t allow me to withdraw money. Help please

Hello qabtex,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I should clarify that I am registered in the Russian Federation.

Должен уточнить, что прописка у меня в РФ

• The check has been going on since December 12th. Exactly a month has passed.
• No documents approved. After I uploaded my passport, the verification process was blocked and I was told I can't try to pass it anymore.
• I wrote to the chat every day. They don't help at all in the chat, they say that in order for me to be able to withdraw money I have to write to the mail the answers to their questions and they give a list of questions. I sent them.
• They send me a reply by mail that I am not allowed to pass KYC. They are silent about withdrawing money and do not answer anything.
• I re-sent the letter with answers and a request to open a withdrawal, they again sent me that KYC was closed for me and not a word about money.
• The account is accessible and not blocked. I can play and bet this money but withdrawals are closed.
• 
  

Please help.

• Проверка длиться с 12го декабря. Прошел ровно месяц-
• Документы никакие не одобрены. После того как я загрузил свой паспорт, процесс проверки запретили и сказали я не могу больше пробовать его пройти
• Я каждый день писал в чат. В чате вообще ничего не помогают, говорят что бы я смог вывести деньги я должен написать на почту ответы на их вопросы и список вопросов дают. Я отсылал.
• На почте мне присылают ответ что мне запрещено проходить KYC. Про вывод денег молчат и ничего не отвечают.
• Я повторно отослал письмо с ответами и просьбой открыть вывод, мне снова прислали что KYC для меня закрыт и про деньги ни слова.
• Аккаунт в доступе не в блоке. Я могу играть и ставить эти деньги но выводы закрыты
• 
  

Помогите пожалуйста.

Hello qabtex,

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

Hello, I can't forward it, the system says that my letter looks like spam and doesn't let it through. What should I do?

Привет не получается переслать, система пишет что мое письмо похоже на спам и не пропускает его. Как быть?

Dear Customer,

Thank you for reaching out to us.

After careful review, we regret to inform you that your account has been flagged as a high-risk user. Due to this status, we are unable to assist with KYC-related issues at this time.

We apologize for any inconvenience this may cause and appreciate your understanding.

If you have any other questions or need further assistance, please feel free to contact us.

Best regards,

The BC.GAME Team_Ivan

Copyright © 2025 BC.Game. All Rights Reserved. We appreciate you!

help@bcgame.com

On 25 Dec 2024 at 6:18 PM +0800, zttj****@rambler.ru, wrote:

I'm very sorry to hear this. I'm completely shocked. I lost a lot. Please open the withdrawal of money. I've lost enough here and would like to take the rest of my winnings.

25.12.2024, 11:11, BC.GAME <support@bc.game>

Dear Customer,

Thank you for reaching out to us.

After careful review, we regret to inform you that your account has been flagged as a high-risk user. Due to this status, we are unable to assist with KYC-related issues at this time.

We apologize for any inconvenience this may cause and appreciate your understanding.

If you have any other questions or need further assistance, please feel free to contact us.

Best regards,

BC.GAME_Ethan

Copyright © 2017-2024 BC.Game. All Rights Reserved.

On 13 Dec 2024 at 2:32 AM +0800, zttjq****@rambler.ru, wrote:

1. Имя пользователя BCGame - Qabtex

2. Зарегистрированный адрес электронной почты - zttjqa****@rambler.ru

3. Одна транзакция по пополнению счета (TXID) 1c5768****5af5298d0c52ee18666af7023724dc5069841cc9b57fb13876 (195$)

4. Часто используемый IP-адрес - 193.2*.3**9.1***

5. Часто используемое устройство - компь***р, ви***с 10 (x64)

Моя верификация не завершена, хотя я её прошел устпешно. В чате сообщили что бы я написал письмо на почту.

Прошу вывести средства

Hello qabtex,

Can you please clarify how much is your remaining real money balance in your casino account?

Did they mention anything regarding withdrawing your money from them?

Awaiting your response.

Regards,

Nick

Hi. My balance is 420$ USDT.

When I asked how I could withdraw money, they asked me in the chat to send them the answers by email. And they gave me a list of questions. There were questions like - what IP I used, transactions to indicate, etc. I sent all of this several times. But they didn't write any specifics by email. They answered all my letters saying that I can't pass verification and that I'm not allowed to do it. Not a word about withdrawing funds. They also wrote in the chat that I should answer the questions and send them by email. And so they chase me around in circles.

P.S. I managed to send the correspondence to you by email (12.01.25 was sent)

PSS account is not blocked, I can play and bet money. But I would like to withdraw it

Привет. Мой остаток 420$ USDT.

На мой вопрос как я могу снять деньги, в чате меня просят отправить им на почту ответы. И дают список вопросов. Там вопросы по типу - какой ИП использовал, транзакции указать и прочее. Я все это отсылал несколько раз. Но по почте они никакой конкретики не пишут. Они на все мои письма отвечают, что пройти верификацию я не могу и мне запрещено это делать. Про снятие средств ни слова. В чате так же пишут что я должен ответить на вопросы и прислать их на почту. И вот так по кругу меня гоняют.

PS У меня получилось отправить переписку вам на почту nikolas.b@casino.guru (12.01.25 было отправлено)

PSS акаунт не заблокирован, я могу играть и ставить деньги. Но я бы хотел их снять

Hello qabtex and thank you for all the information provided. As we need further information from the casino, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good day. And the casino representatives haven't answered you yet? Can you somehow influence the situation and contact the representatives directly?

It's already been a month and a half -(

Добрый день. А представители казино что до сих пор вам ничего не ответили? Вы сами как то можете повлиять на ситуацию и напрямую к представителям обратиться?

Уде прошло полтора месяца -(

Hello qabtex,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I would like to put to your attention the fact that you were recognised by the casino team as a high-risk user. There could be various reasons for this and I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,  

I would appreciate it if you could share further details regarding the reasons for flagging the player as a high-risk user. If this information is sensitive and cannot be disclosed publicly, I kindly request that you send it to me via Skype or at michal.kl@casino.guru, along with any relevant supporting evidence.

Hello,

Unfortunately, we are unable to assist this user due to a violation of our Terms of Service. The user has multiple accounts, which directly breaches Section 5.4 of our Terms, as stated at https://bc.game/help/terms-service.

We have already provided the necessary evidence to Michal regarding this matter.

Best regards,

Panda - BC.GAME

Hello,

Unfortunately, we are unable to assist this user due to a violation of our Terms of Service. The user has multiple accounts, which directly breaches Section 5.4 of our Terms, as stated at https://bc.game/help/terms-service.

We have provided Michal with the necessary evidence regarding this matter.

Best regards,

Panda - BC.GAME

Thank you for the response and the provided evidence, BC.Game Casino team.

Dear qabtex,

Following a thorough examination of the evidence submitted by the casino, I regret to inform you that I can no longer proceed with this case. The evidence indicates that multiple accounts were created from the same IP address and were linked with the same payment method.

Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 5.4. by the casino team earlier. Whether the casino team still allows you to have one of your accounts open or not is solely up to them, I'm afraid. You need to discuss this with the casino team directly. Because of the violation of the casino rules as mentioned above, I will be closing this complaint as unjustified.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru