BC.Game Casino - 当該プレイヤーは出金が遅れていると考えています。

I have been a long-standing member of BC.game and am already at VIP level 29, which alone signifies the large amount of money I've invested, or rather lost, on the platform. Recently, I won 3000 USD in the lottery, and exchanged it for USDT before converting it to Bitcoin to withdraw it to my wallet. However, I was unable to proceed with the withdrawal. Upon requesting support, they presented me with some nonsense about money laundering in some obscure country, while the substantial deposits of 3,4 or 6000 USDT and the hassle-free withdrawals of the same amounts in the past were non-issues. Now they are suggesting that I deposit 3000 and make 3 bets, after which I can withdraw my lottery winnings. Apparently, I can only withdraw what I deposit now. This is outright fraud. I didn't steal this money, I won it fairly in the lottery. So, I fail to understand the relevance of their money laundering claims and so on.

ich bin bei BC.game schon länger dabei und VIP lvl 29 was schon aleine ausagt das ich viel geld dort schon investiert habe oder besser gesagt verspielt habe. jetzt habe ich dort im lotto 3000 usd gewonnen und dort habe ich es auf usdt umgetauscht danach in Bit Coin und wolte es mir auf mein Wallet auszahlen lassen was nicht geht. auf anfrage beim suport erzählen die mir irgend ne scheisse von geldwäsche auf irgend nen land am arsch der welt, aber meine einzahlungen von 3,4 oder 6000 usdt und problemlosen abhebungen in gleicher höhe war kein thema nich vor kurzer zeit jetzt erzählen die mir ich soll 3000 einzahlen 3 wetten machen dann kann ich die gewonne geldsumme im lotto abheben ich kann auf einmal nur noch abheben was ich einzahle. reiner betrug ist des ich hab des geld nicht gestohlen sondern gewonnen im lotto also was soll die scheisse mit geldwäsche und etc.

Dear cima,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

hello kristina i will wait no problem let's see after 14 days i'll even give them a month if necessary it should only be paid to me because i won it and didn't steal it and i won it in their kazino i don't ask for it Something I'm not entitled to, I also lost a lot of money there but never made a complaint because I know what I'm doing.

hallo kristina ichbwerde warten gar kein thema schauen wir mal nach 14 tagen ich lass dene sogar ein monat zeit wenn nötig es soll nur noch rechten mir ausgezahlt werden weil ich es gewonnen habe und nicht gestohlen habe und ich habe es in deren kazino gewonnen ich verlange nicht erwas was mir nicht zu steht den ich habe auch viel geld dort verloren aber nie auch eine beschwerde gemacht weil ich weiss was ich mache.

Dear cima,

Have you received your withdrawal from the casino yet?

no, as I said, he doesn't let me do this every time I try to take off, I always get the message access denied.

this is a photo screenshot of winning the lottery

and here's another one from the access denied message

nein wie schon gesagt der lässt mich diese nicht machen bei jedem versuch das abzuheben kommt immer die meldung zugriff verweigert.

das ist ein foto screenshot von dem gewinn im lotto

und hier noch eins von der meldung zugriff verweigert

Thank you very much for your reply, cima. Do I understand correctly that you have made successful withdrawals before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

That's right I've often withdrawn sums of 500-6000 and deposited without problems, that's why the VIP lvl 29. I haven't deposited anything for a few months now and have the wheel of fortune (Lucky Spin) which is available to me free of charge once every 24 hours turn, and the monthly cashback both bonus options enabled me the sum of 2.75 with which I bought 27 lottery tickets and one of them won the 3000 that I can not withdraw. the support there is shit, they don't understand anything and have no explanation except for some rubbish of alleged money laundering. I would like to add that I bought more than 15577 tickets with my money that I deposited, so it's an outrage that they don't give me my winnings with a shitty statement like money laundering or the like. I should deposit the same amount that I won and place bets and then I could possibly withdraw the amount, but here I will send you the chat session with customer support

das ist richtig ich habe öfters summen von 500-6000 abgehoben und eingezahlt ohne probleme deswegen auch der Vip lvl 29. ich habe jetzt ne seit einigen monaten nichts eingezahlt und habe mit den glücksrad ( Lucky Spin ) was mir kostenlos zu verfügung steht alle 24h einmal drehen, und den monats cashback beide bonusmöglichkeiten ermöglichten mir die summe von 2,75 mit dene ich 27 lottorietikets gekauft habe und einer davon die 3000 gewonnen hat die ich nicht mir auszahlen lassen kann. der support dort ist scheisse die verstehn nichts und haben keine erklärung auser irgend ein müll von angeblicher geldwäsche. ich möchte noch hinzufügen das ich über 15577 tikets gekauft habe auch von meinem geld was ich eingezahlt habe, somit ist es eine unverschämtheit das die mir meinen gewinn mit einer scheisserklärung wie geldwäsche oder gleichen nicht geben. ich soll den gleichen betrag den ich gewonnen habe einzahlen und wetten abschliesen und dann könnte ich evt den betrag abheben aber hier sende ich dir noch gleich den chatvetlauf mit den kundensupport

I sent you the history on this email

kristina.s@casino.guru

ich habe dir den verlauf auf diese mail gesendet

kristina.s@casino.guru

Thank you very much, cima, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello cima,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BC.Game Casino to join the conversation and participate in the resolution of this complaint.

Dear BC.Game Casino,

Can you please provide some insight into the situation? Please clarify what is required of the player in order to withdraw their winnings.

Kind regards,

Adam

Hello Adam,

and thanks to Kristina for the work ahead. I hope that they slowly give a normal reasonable justification for the behavior.

Hallo Adam,

und ein danke an Kristina für die arbeit im voraus. Ich hoffe mal das die langsam eine normale vernüftige begründung für das verhalten abgeben.

Hello Cima ,

Firstly we require you to complete identify verification. The 3-step verification can be done via the following link - https://bc.game/setting/verify

Please let me know once completed.

Best regards,

BC.GAME

Thank you for your response, BC.Game Casino.

Dear Cima,

Can you advise if you have completed the verification process mentioned?

Kind regards,

Adam

Hello Adam,

I finished the verification today but it is still being checked

Hallo Adam,

ich habe die verifizierung beendet heute die wird aber noch überprüft

Hello Cima,

Thank you for the additional information.

Dear BC.Game Casino,

Can you please provide an update on the situation?

Kind regards,

Adam

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.

Hello Adam,

The whole point is that I'm in the right and they don't want to pay me the money. Which is why they don't want to answer either. How or where Can I sue this platform or take further steps? Do you have any experience with this? BC Game Casino didn't even verify my account even after I submitted all the required documents. I work as customer support on an online platform myself and know how long verification takes, the customer support at BC is terrible.

Hallo Adam,

der springende punkt ist der das ich im recht bin und die das geld mir nicht auszahlen lassen wollen. Weshalb die auch nicht antworten möchten. Wie oder wo Kann ich gegen diese Plattform klagen oder weitere schritte einleiten Hast du da diesbezüglich erfahrung? Das BC Game Casino hatt noch nicht einmal mein Account Verifiziert selbst nachdem ich alle erforderlichen Dokumente Eingereicht habe. Ich arbeite selbst als kundensupport auf einer online Plattform und weiss wie lange eine Verifikation dauert, der kundensupport bei BC ist der Horror.

just look at this shitty support, the last thing you get is no clear information about anything, no matter what you ask for, no information.

schaut euch diesen scheiss support nur an das aler letze man bekommt keine klaren informationen zu nichts egal was mann anfragt keine information.

Hello cima,

I appreciate your frustration, but sometimes the verification process can take longer than expected. I have now made contact with the casino via Skype and asked them to provide further information, so I will extend the timer accordingly. For now, we should try to remain patient and await their response.

Kind regards,

Adam

Dear cima,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask BC.Game Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi Adam,

Unfortunately nothing happened from BC Game, they didn't verify my account or anything else like that. The account verification was already 1 month ago since I submitted all of my required documents. As far as my payout is concerned, it's also frozen and I can't make it. But there is nothing happening from BC Game about this and as you have already noticed, there is no response from them either.

Hi Adam,

leider ist nichts passiert seitens von BC Game, die haben weder mein Account Verifiziert oder sonst irgendwas der gleichen. Die Accountverifikation liegt jetzt schon 1 monat zurück seit dem alle meine erfordelichen dokumente eingereicht habe. Was meine auszahlung angeht ist die auch soweit eingefroren und kan die nicht machen. es pssiert aber auch seitens bc game garnichts diesbezüglich und wie du schon mitbekommen hast mann bekommt auch keine antwort von dene.

Hello,

We are still in the process of investigating the matter and kindly request an extension of 7-10 additional days to complete our investigation.

Best regards,

BC.GAME

OK, wonderful, the main thing is that you get an answer from them

ok wunderbar hauptsache es kommt mal ne antwort von dene

Hello B.C.Game Casino,

Thank you for your response, the timer will be extended for 10 days.

We will await further information from you, please let us know if the investigation is concluded sooner.

Kind regards,

Adam

Dear B.C.Game Casino,

Can you please provide an update on the situation? Has the investigation been concluded?

Kind regards,

Adam

Hi Adam,

The reason they didn't carry out my verification was because they had now updated the platform and added further details. see the screenshot

Hi Adam,

die haben meine verifkation aus dem grund nicht durchgeführt weil die jetzt ein update der plattform hatten und noch weitere details hinzugefügt haben. siehe screenshot

Dear B.C.Game Casino,

Can you please clarify the situation? does the player need to submit further documents?

Kind regards,

Adam

Hi Adam, I have completed my verification so far

Hi Adam ich habe meine Verfikation Abgeschlossen soweit

Hello cima,

Can you please provide an update on the situation? Are you now able to make a withdrawal?

Kind regards,

Adam

Hi Adam,

no, unfortunately still not. The verification now worked within 5 minutes. But the payout still doesn't work. No change in this regard. Where can you complain or take legal action against this casino?

Hi Adam,

nein Leider immer noch nicht. Die Verifikation hat jetzt geklappt und zwar inerhalb von 5 minuten. Aber die Auszahlung geht immer noch nicht. Keine Verönderung diesbezüglich. Wo kann man gegen dieses Casinos klagen oder mit Rechtlichen schritten vorgehn?

Dear B.C.Game Casino,

Can you please respond and explain the issues the player is continuing to experience?

Kind regards,

Adam

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 Cima,

Has there been any progress with your withdrawal? Or are you still unable to make a withdrawal?

Kind regards,

Adam

Hi Adam

There is no progress as you have probably noticed, they don't answer back. I can't withdraw either and I don't get any response from the casino. Man is just there and nothing happens, the money is in my account and I can't withdraw it but I don't get a message why I can't hand it over or any information about my request, they screw us over without any scruples.

LG, Cima

Hi Adam

es giebt keine fortschrite wie du wohl auch gemerkt hast die erwiedern keine antwort. Ich kann auch nicht abheben und man bekommt auch keine Antwort vom Casino. Mann ist einfach da und es tut sich nichts das geld ist auf meinem Account und ich kann es nicht abheben bekomme aber auch keine nachricht warum ich es nicht abgeben kann oder irgendwelche Informationen zu meinem Anliegen, die Verarschen uns ohne jeden skrupel.

LG, Cima

Hello,

We sincerely apologize for the extended delay in addressing your account issue. We are pleased to inform you that your account is now unlocked, and you can proceed to withdraw your funds without any restrictions.

We truly appreciate your patience throughout this process and apologize for any inconvenience caused.

If you require any further assistance or have additional questions, please feel free to reach out to us.

Best Regards,

SAM - BC.GAME

Thank you for the update, BC.Game Casino.

Dear cima,

Can you please confirm the above, and let us know when you have made your withdrawal? We will then close the complaint as 'resolved'.

Kind regards,

Adam

Hi Adam,

Thank you very much for your help, I was able to withdraw my money today and everything went smoothly 😄👌

Hi Adam,

vielen vielen dank für deine hilfe, ich konnte mein geld heute abheben hat alles prima gekllapt 😄👌

Hello cima,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, cima, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam