BC.Game Casino - Državljanin Velike Britanije u UAE suočava se sa problemima povlačenja novca zbog izazova sa KYC verifikacijom.

Hello

im a Uk citizen and opened my account via VPN but live and work in the UAE. I do not see the uae on the blocked list of countries .

I failed KYC because it won’t accept my emirates visa etc.

I understand the Uk is blocked and I know I can’t wager in the UAE and won’t do so . All I want to do therefore is close my account and withdraw my funds but I can’t. I’ve been allowed to deposit I just want to close my account and get my cash

Dear rdr1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your difficulties with the account verification process and the subsequent issues in withdrawing your funds.

To better understand your situation and to assist you in resolving this issue, could you please provide answers to the following questions:

• Could you specify the exact documents you submitted for KYC verification?
• Did the casino provide detailed reasons for rejecting your Emirates visa or other UAE-issued documents?
• Have you received any communication from the casino regarding the possibility of alternative verification methods?
• Have you attempted to contact the casino's customer support to explain your residency situation and seek a resolution?

If there’s any relevant communication or documentation, please forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear rdr1234,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru