BC.Game Casino - 決済が遅延しているとのクレームがあります。

Hello, here's what happened to me: I deposited 300 reais into bcgame to bet on sports, and everything went fine. I made a profit and withdrew my money a few months ago, leaving a portion in my account for future use. Last week, I logged into my account and saw the 300 reais I had left. I decided to have some fun in the casino, playing the slot games. I made a profit of 1700 reais and attempted to withdraw it, but my request was denied. I continued to play in the casino and my profit rose to 6,400 reais, but every time I tried to withdraw, my request was denied. I went to chat to ask why, and the excuse given was bonus abuse, but I've never used the bonus, never had to do rollover, and I had already made a withdrawal. The site makes it hard to check your history, so I asked the chat to check if I had used any bonuses to prove my innocence. The chat refused and said there was nothing they could do. The screenshot proves that I never had to do rollover because I never used a bonus.

Olá, o que aconteceu comigo foi o seguinte, eu depositei 300 reais na bcgame para apostar em esportes e deu tudo certo, obtive meu lucro e fiz o meu saque meses atras e deixei uma parte na conta para caso fosse usar novamente. Semana passada eu entrei na conta e tinha lá os 300 reais que eu deixei e fui me divertir no cassino nos jogos de slot, obtive um lucro de 1700 reais e tentei sacar porem foi negado, continuei brincando no cassino e cheguei a 6.400 de lucro porem sempre que tento sacar meu saque da como negado, fui ao chat perguntar o motivo e a desculpa foi abuso de bônus porem eu nunca usei bônus, nunca precisei fazer rollover e já tinha feito saque, como a casa complica no histórico eu pedi para o chat verificar se eu tinha pego bônus para provar minha inocência e o chat se recusou a mostrar e disse que não podia fazer nada. Na print está a prova de que nunca precisei fazer rollover pois nunca usei bonus.

Dear Mschmitz1,

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

Dear Mschmitz1,

Have you received your withdrawal from the casino yet?

No, I can't even click on withdrawal, they continue to claim that it was bonus abuse but they don't want to send me the history proving this act

Não, eu nem consigo clicar em saque, continuam alegando que foi abuso de bônus porem não querem me mandar o histórico comprovando tal ato

Thank you very much for your reply, Mschmitz1. Do I understand correctly that you are not able to view the bonus history in your casino account?

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.

I have already sent the email with the information and prints.

Ja enviei o email com as informações e prints

Thank you very much, Mschmitz1, 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,

Can you please provide me with User ID or email address that is linked to your BC.GAME account as the email provided is not linked to any accounts with us.

Best Regards

SAM - BC.GAME

Hello BC.Game Casino, thank you for your prompt response.

Dear Mschmitz1,

I have reviewed your case and we will do our best to help, but please do provide your account details as requested above so that the casino can investigate the situation.

Kind regards,

Adam

Thank you for clarifying, Mschmitz1.

Dear BC.Game Casino, have you now been able to locate the player's account?

Kind regards,

Adam

Hello,

Apologies for the delayed response, but all seems fine. The user has to finish KYC and can withdraw normally after that.

Best Regards

SAM - BC.GAME

Thank you for the update, BC.Game casino.

Dear Mschmitz1,

Can you please provide an update on the situation with your verification?

Kind regards,

Adam

I have already completed all the KYC procedures and am waiting for confirmation.

Ja fiz todos os procedimentos de KYC e estou aguardando a confirmação.

Hello, my account is already verified but the withdrawal continues to be denied.

I will send a link to the video showing the withdrawal attempt.

https://gyazo.com/8e70e3effef6e7ee77d28a48ce18096a

Copy and paste this link to access the video please

Olá, minha conta ja está como verificada porem o saque continua sendo negado.

Enviarei um link do video mostrando a tentativa de saque.

https://gyazo.com/8e70e3effef6e7ee77d28a48ce18096a

Copia e cola esse link para acessar o vídeo por favor

Hello Mschmitz1,

Thank you for updating us on the situation. I am glad to hear that the verification has been completed.

Dear BC.Game Casino,

Can you please explain why the player's withdrawal requests are being denied?

Kind regards,

Adam

Hello,

Thank you for completing the KYC, You can now withdraw your funds without any issue.

Please let me know if there is anything else I can help you with!

Best Regards

SAM - BC.GAME

Thank you for the update, BC.Game Casino.

Dear Mschmitz1,

Please let us know when you have received your payment and the complaint can be closed as 'resolved'.

Kind regards,

Adam

I managed to withdraw, thank you very much Casino Guro. Now I no longer intend to use BC GAME as I have lost all trust in them, but I still appreciate the withdrawal.

Consegui sacar, muito obrigada Casino Guro. Agora não pretendo mais usar a BC GAME pois perdi toda a confiança neles, mesmo assim agradeço o saque.

Dear Mschmitz1,

Thanks for the update, we will mark the complaint as 'resolved' in our system. 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 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