I tried verifying my account and I got a reply from bc game live support that it's unfortunate that I will no longer be eligible to reverify my account without any reason after despite trying to know the reason but the customer care said there was no reason for taking such action from the KYC team. And I have funds in the account which I was denied to withdraw it.

Dear drakesammy0101,

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

Could you please advise which documents you provided and when exactly did you send the last one?

Did you provide all the required documents as soon as possible and in the correct format? 

Did you make any successful withdrawals?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I submitted my Digital Nin Slip yesterday to them and I did face capturing just once and My verification failed and the Digital Nin Slip was on of the criterias for Nigerians to get their bc game account verified. I was making successful withdrawals without verification not until yesterday I tried withdrawing my remaining funds and I was asked to do kyc verification which I tried once and it failed without any reason after contacting the live support. Above is the attachment of my chat with the agent of bc game.

I am still waiting for I have submitted all that is required of me on here and to [email protected]. I will be awaiting your response, thank you.

I received this email from [email protected]. I wish to ask, is this email an official email from Casino guru?

Dear drakesammy0101, it's important to be cautious with emails that claim to be Casino Guru. This email is not an official email from Casino Guru. Official communications typically come from verified domains, and it's always best to check directly on our official website or contact our official support for confirmation. Be wary of any requests for personal information or account details in such emails, as they could be phishing attempts. If you have concerns about your account or any correspondence, reach out to Casino Guru directly through our legitimate contact channels.

Alright, noted.

Dear drakesammy0101, could you please provide the documents you submitted to the casino and send them to my email address at [email protected]?

Additionally, do you have any updates from the casino regarding why you won’t be able to pass the KYC verification?

Did you deposit using a payment method registered in your name?

Did you use a VPN?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Thanks for reaching out to me.

There's no update from them yet as I have waited for more than 6 days now.

Yes, I deposited using a payment method registered in my name.

I never used VPN accessing the site.

It has always been my account on my phone and I only tried verifying my account once and it failed and nobody from my house hold has used my IP.

I have sent you the required document, you may check your mail now.

Bc game registered email: y***********@gmail.com

My user id: 6*******

Dear drakesammy0101, has the casino explained why you won’t be able to pass the KYC verification?

I'm still waiting for their response via email.

Dear drakesammy0101, have you received any response from the casino?

No response yet. It's more than 2 weeks I sent them mail and I have not gotten any response from them yet.

Thank you very much, drakesammy0101, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, drakesammy0101,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear BC.Game Casino team,

Since I can see you already contacted me outside the thread recently, can you please look at my last messages there, and provide me with the requested?

Thank you.

Hello,

Unfortunately, we cannot support this user on our platform due to a breach in our terms of service. The user is breaking Term 5.4. https:-//b-c.g-ame-/he-lp/-ter-ms--service I have sent Branislav some evidence regarding this complaint. Let me know if you require any further details.

Best Regards

Panda - BC.GAME

What terms did I breach? Because I know to the best of my knowledge that my account was not verified after trying to do my KYC Verification on first attempt. No reason was given as to that effect after contacting the live support. Kindly allow me to have access to my account because at the time funding my account, I was not earlier asked to do kyc verification not until I have spent all I have, just to withdraw my winnings and I am being asked to do kyc verification which was declined with no reason. If you don't want me to continue with the platform, then, kindly release my winnings instead of confiscating. Casino guru, kindly look into this issue because bc games are making me go into financial distress.

Dear drakesammy0101,

I sincerely believe you were only kidding with this complaint.

After gathering all the necessary information and details provided by the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, breached multiple times. We try to help players if they breach casinos' rules unintentionally or unknowingly, by mistake, not abusing anything. However, that is not the case here at all. You breached rules knowingly and intentionally and registered tens of casino accounts, some of them registered even a minute after each other. I hope you understand we cannot help you under such circumstances.

The casino acted correctly and in accordance with its terms and conditions, which you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, BC.Game Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com