BC.Game Casino - Igrač ne može da povuče svoja sredstva zbog problema sa KYC-om.

Hello,

I am filing this complaint because my KYC (Know Your Customer) verification at BC.GAME Casino was rejected, and I have now reached the maximum number of allowed verification attempts.

I deposited 20 SOL of my own money (this is not from winnings), but I accidentally deposited more than I intended. I just want to get my funds back.

When I tried to complete the KYC verification, my passport was close to its expiration date, so my verification failed. Since then, I have obtained a new valid passport. I have also submitted my new passport, a bank statement, and a photo of myself with my handwritten note as requested by BC.GAME support.

However, I have not been given any further opportunity to verify my account or withdraw my funds.

I am asking for your assistance so I can either complete verification successfully or recover my deposited funds.

Thank you for your help.

Dear belga123,  

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

• When did you create an account and when were you requested to pass verification?  
• Can you confirm the exact date you submitted your new passport and other necessary documents for KYC?
• Has the customer support informed you why the documents for KYC were not accepted?  
• Did you claim any bonuses?

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,

Natalia

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 the email addresses provided in your complaint thread.

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

- When did you create an account and when were you requested to pass verification?

I created my account on 2025-01-29.

On 2025-06-06, I accidentally transferred 20 SOL into my BC.Game account. I immediately contacted online support, and they instructed me to complete the KYC verification process.

- Can you confirm the exact date you submitted your new passport and other necessary documents for KYC?

I first tried to submit my previous passport, but it was valid only until 2025-07-02, so it was rejected.

On 2025-06-16, I submitted my new passport, a selfie clearly showing my face and ID details, a handwritten note with "BC.GAME", my username, and the current date, as well as my bank statement.

-Has customer support informed you why the documents for KYC were not accepted?

Unfortunately, no — I have not received any explanation regarding why my documents were rejected.

- Did you claim any bonuses?

No, I did not claim any bonuses. I have not touched the funds in the account. All I want is to recover my own money that I mistakenly transferred.

I fully understand it was my mistake not to double-check before making the transfer, but I am kindly asking for your help to retrieve my own funds. I have provided valid documents and am ready to cooperate further. Please let me know what else is required to resolve this matter.

Thank you very much for your understanding. I look forward to your assistance.

Thank you very much for your reply, belga123. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you for your message. I have already sent all the relevant information and communication to the provided email address. Please let me know if anything else is needed.

Update on the situation



Yesterday's message:

They said KYC is no longer possible, but they are willing to refund principal amount and asked for confirmation to proceed with the refund.

Today’s message:

They changed tone, now asking you to complete a 1x wagering requirement before they allow withdrawal (citing AML rules).

It does not seem logical or fair that I am now being asked to wager these funds when I am not seeking to withdraw any winnings — I simply want to recover my original deposit. I understand that my KYC will not be accepted, and therefore I will never be able to meet the conditions for withdrawal after wagering.

Dear belga123, do I understand correctly that there was no gaming activity on your account after you made the deposit? Wagering a deposit at least once is a standard rule that you can find in the majority of licensed casinos. Please, check the casino's terms and conditions:

8.2. To comply with Anti-Money Laundering (AML) regulations, you are required to wager the full amount of your deposit at least once (1x) before submitting a withdrawal request.

It means that if you have deposited 20 SOL you need to place bets in amount of 20 SOL before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require 1x deposit wagering, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend contacting the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire more information regarding the cost of transaction processing.  

Thank you for explaining your AML policy regarding the 1x wagering requirement.

I would like to respectfully point out that in my case, the deposit was made by mistake — I did not intend to gamble or use the funds for gaming, and I have not accepted any bonuses or placed any bets.

As soon as I realized my error, I contacted support team immediately — within the same minute of making the deposit — and explained the situation, asking for help to resolve it.

Since I am unable to complete KYC verification, it would not be possible for me to withdraw any winnings even if I wagered the funds. Therefore, wagering does not provide a path to recovering my own deposit.

I kindly ask if there is an alternative solution, such as paying a processing fee or providing additional documentation, to return my funds without wagering. My only goal is to recover my original deposit, not to claim any winnings.

I appreciate your understanding and look forward to your guidance on how we can resolve this.

Thank you very much, belga123, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear belga123,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you comment on the situation? Could you state why the player's KYC got rejected?

Thank you in advance for providing the information.

Hello,

The user's withdrawal permissions are already fixed on the same day. However, they must complete their 1x wager as per our terms of service. We are unable to lift that due to AML policies.

Best Regards

BC.GAME

Dear BC.Game Team,

Thank you for your reply and for confirming that my account is in normal status and that KYC verification is not currently required for withdrawal. I appreciate your assistance.

I would like to ask for further clarification before I proceed:

You have confirmed that after I complete the 1x wagering of my 20 SOL deposit, I will be able to withdraw without needing KYC at this time.

 Could you please confirm what will happen if, after I complete the wagering, your system asks me to pass KYC?

Will I still be able to withdraw my funds as promised?

What steps will your team take if KYC is requested by the system at that point?

I want to ensure that I fully understand the process and that I will not face new obstacles after completing the wagering.

Thank you very much for your clarification. I look forward to your confirm

Dear BC.Game Casino,

Could you please respond to the Player's questions?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear belga123,

I have contacted the casino representative outside of the complaint thread, and he confirmed that you won't be asked for the KYC after you wager the funds 1x. You can proceed further and wager the funds and ask for a withdrawal after that. Please let me know if everything went smoothly.

Hello,

As I can verify, the user has already completed their wager and successfully processed their withdrawal. Please let us know if there's anything else we can assist you with.

Best Regards

BC.GAME

Dear belga123,

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,
Stefan
Casino.Guru