BC.Game Casino - Spillerens tilbagetrækning er forsinket.

I won on bc.game, did three withdrawals with roughly 5000 USD each. After those, the fourth withdrawal did not go through and I was not able to withdraw anymore, there is an error message saying: "Your withdraw and tip permission have been suspended. If you have any questions, please contact us."

Live chat told me to do advanced KYC which I did immediately and it says that I am verified (also received a mail). Still, I get the same error message when trying to withdraw. Live support doesn't answer me since 2 hours, which is unacceptable.

Dear tkamm1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• When did you complete your advanced KYC verification with the casino?

Looking forward to hearing from you.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you been advised why you can’t withdraw your winnings? -> No, they just told me to do Advanced KYC which I did, no other reasons mentioned, I'm currently in chat with live support for hours, and they don't tell me anything, just telling me that they are escalating and that the core team is dealing with this issue, but no reason for this delay / issue.

Is it an internal casino system issue, or it’s related to your account only? -> I assume it is related to my account, but I have no indication to answer this question

When did you complete your advanced KYC verification with the casino? -> Yesterday evening but it says that I am verified.

Hello,

As per the records, the user was asked for the advanced KYC process, and once that was done, the account was already back to normal on 12/13/2024 16:03

If there is anything else we can assist with please let us know.

Best Regards

Panda - BC.GAME

Thanks for the update to Panda of the BC.GAME Casino team.

Dear tkamm1234,

Kindly confirm the resolution of your issue or please let me know about any further developments.

Dear tkamm1234,

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.

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.