BC.Game Casino - アカウント確認の問題により、プレイヤーの引き出しが遅れています。

This is for BC.Games.US. My UID is 64823805. Everytime I try to verify my kyc with my state issued ID it keeps giving me a error of "we do not accept drivers license" I’ve done everything I’ve waited 3hrs to talk to support which did no good at all the lady basically kept acting like she had no idea what to do. I sent a email with no response whatsoever. Now it won’t even let me upload anymore new pictures because the lady at support had me do it so many times it says I cant upload anymore and when I addressed her of the new issue not being able to upload anymore she continued to say it was saying my document size was to big when it’s clearly saying I had submitted to many failed documents. All I need is for it to accept my basic kyc so I can withdraw my winnings. I can provide any documents needed.

Dear Gsxrboii,

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.

• Has casino support suggested any alternative ways for you to submit a document?
• Have you tried submitting documents with smaller file sizes?
• 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I sent you the email. I’ve still been trying today. I was actually told to wait 1 hour and I’d be able to try and upload the documents again. After the hour I was informed by another agent I had to wait an additional 24hrs which it’s already been because I went to sleep last night after I was told to wait the hour. One agent continues to tell me to try there "hash" site and sends me a link and it’s not even part of the US site and support acts like they have no idea what I’m saying when I explain that to them. It’s ridiculous how uneducated in the nicest possible way for me to put it that support acts.

They haven’t offered me any alternatives besides letting on there going to allow me try and upload my documents in 24hrs which it’s been and now no response from live support in over 4hrs. But still it won’t accept my ID and there not acknowledging that at all. There the reason I can’t upload documents now live support kept telling me to try to upload my documents over and over again until it said I couldn’t anymore.

And also yes I’ve even tried with smaller files and yet it still says I can’t submit anymore documents.

So update: They allowed me to try to upload the "Required Documents" which is my ID issued by the state of TN twice today and locked it back down. They have since added now passports to the list of accepted documents which I don’t have because I’ve never nor plan on leaving the USA. Still no update or solution from support. Haven’t received the first email regarding the situation. This is just more stressful than it has to be. I deposited funds and I won a little I didn’t use any promo or anything like that my winnings were won with my own deposit. Just give me my moneyyy.

Hello,

Following your complaint from Bitcointalk we have already responded that you can retry the kyc again. If it still doesn't work email us at support@bc.game and we will assist you doing it manually.

Best Regards

Panda - BC.GAME

It still doesn’t work and I have emailed you multiple times. With no response your team keeps putting me off every which way possible and until it’s resolved I’ll continue to share my experience with others so they’ll see first hand the way you treat your PAYING customers. I’ll continue to post until it’s fixed. You guaranteed earlier it had been fixed which was not true at all. I’ve supplied my email and my UID every post I’ve made clarifies I’ve already emailed support numerous times with no response in over 5 days I really thought it would be solved earlier but once again that was just a way to make yourselfs look good infront of others. All my documents are legit and state/government issued. There’s no reason I’m unable to pass the kyc I’ve never had an issue with it before this. It’s all a gimmick.

Dear Gsxrboii,

Which documents have you tried to submit so far other than your driving license? Were you able to submit the documents manually for verification since your last post?

Dear BC.Game Casino,

which steps can the player take to complete the verification process and request a withdrawal?

I’ve only tried to submit my ID that’s all I have. It’s a state issued ID so I’m not sure what the issue is. I’ve not been offered to take a manual kyc or anything. I can’t even get a response via email. It’s like talking to a wall trying to get ahold of anyone. I’ve not got any closer to a resolution than when I first started unfortunately.

Dear Panda from Bc.Game team,

Kindly let us know how to approach the manual KYC process and why the documents that were already submitted weren't accepted.

Dear Gsxrboii,

According to the casino representative, you indicated the issue has been resolved.

Could you please confirm this in the complaint thread as well?

I'll await you reply.

Dear Gsxrboii,

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.