BC.Game Casino - Povlačenje igrača je odloženo.

I passed the initial verification process, but I have nothing to confirm my registered address with. I don't own any property related to housing and communal services, and I don't use banks because they're blocked. The bookmaker is holding my money and won't compromise.

Я прошел верификацию кус превичную, но у меня нет ничего чем бы я мог подтвердить свой адрес регистрации. На мне нет никакого имущества по жкх я не пользуюсь банками так как они у меня заблокированы. Букмекер удерживает мои деньги и не идет на компромисс

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I passed my first verification two years ago! I sent my passport and turned my face towards the camera in SamSub, after which I contacted support and informed them that I didn't have any documents that could confirm my address. As a reminder, my passport and face had successfully passed all verification checks by that point.

Я прошел первую проверку еще 2 года назад ! Я отправил свой паспорт и крутил лицом на камеру в самсаб , после чего я связался с поддержкой и сообщил им что у меня нет документов которые смогли бы подтвердить мой адрес проживания . Напомню паспорт и мое лицо к тому моменту успешно прошли все проверки

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the issue so we can make sure you already attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I apologize for the inconvenience.

Dear vicorycha1:

We would like to review your withdrawal case. Please provide us with your casino's UID so we can re-check your account status.

Thank you for your cooperation and patience.

BC.GAME Support Team

Dear vicorycha1,

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.

I've been through KYC verification for 2 years now, trying to withdraw money without success. I really don't have anything to provide to confirm my address. I uploaded my passport and face data a long time ago, and they passed the verification successfully.

Я уже давным давно проходил верификацию KYC 2 года пытаюсь деньги вывести все безуспешно ну мне правда нечего предоставить в подтверждение адреса паспорт свой и лицо я уже давно загрузил они успешно прошли проверку

Please help me, I'm just tired, I've been trying unsuccessfully for 2 years to get it out, and I found this regulator. You're my last hope.

Помогите пожалуйста я просто уже устал 2 года безуспешно пытаюсь вывести вот нашел данный регулятор вы моя последняя надежда

BC game service, thank you, I hope you can help me resolve this issue.

Служба BC game благодарю вас надеюсь вы сможете помочь мне решить этот вопрос

Dear Tomas,

I have sent you the relevant documents via martin@bcgame.com. Please check your inbox.

Thanks to both parties for your replies.

Dear vicorycha1,

Thank you for your patience throughout the complaint process.

Please understand that, based on the available information, we are not in a position to support your complaint further. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting activity.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Tomas