Today, I made a deposit and played without receiving any bonus, but when I attempted to make a withdrawal after fulfilling the betting conditions, my withdrawal request was declined.

I was told that I could make a withdrawal if I pass KYC, so I applied for it. However, none of my identification documents were accepted.

From the operator's side, I just got a standard response with no intention of resolving the issue, showing no signs of intending to resolve the situation at all.

本日入金をし、ボーナスなども特に貰わずプレイをしていましたが、掛け條件も達(dá)成し、出金をしようとした所出金拒否されてしまいました。

その後KYCを通せば出金できるということでKYC依頼を出しましたが、どの身分証明書で提出しても通りませんでした。

運(yùn)営からは解決する気のない定型文が送られてきて、全く解決する気配がありません。

Dear borbotyat,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you contacted casino support and asked for clarification regarding your rejected documents? What was the casino's response?
• 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 in advance for your reply.

Best regards,

Tomas

The last submission was an hour ago.

The application that was rejected was a residence card or personal number card (My Number Card).

No matter how many times I submit it, it doesn't work

No matter how many times I contact support, they won't help me.

they want to steal money

最後に提出したのは先ほど1時間前です

拒否されたのは、在留カードや個人番號カード（マイナンバーカード）です

何度提出してもダメです

サポートに何度連絡(luò)しても、取り合ってくれません

彼らはお金を奪う気です

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

Hello,

I have noticed that your advanced KYC failed due to issues with the authenticity of the submitted documents. Please resend your advanced KYC details to our email [email protected] and CC [email protected]. We will review this as soon as possible and provide further assistance.

Best Regards,

PANDA - BC.GAME

An email has been sent to the specified email of BCgame

BCgameの指定されたメールにメールを送信しました

I sent a document with many addresses on it.

If any of these apply to you, please let me know

たくさんの住所が記載された書類を送付しました。

どれか一つでも當(dāng)てはまれば、お願いします

Hello,

Thank you the email has been received and we are evaluating the data and will get back to you with an update.

Best Regards

PANDA - BC.GAME

KYC was denied.

What do you guys want to do?

KYCが否認(rèn)されました。

貴方達(dá)は何がしたいのですか？

Thanks for the update.

Dear Panda from BC.Game,

• Could you please advise why the KYC wasn't successful this time?
• Could you please explain what led you to conclude there was a problem with the authenticity of the documents?

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,

As I can check, the user has provided all documents differently; the selfie was different, and the documents were different as well. Unfortunately, we are unable to verify the user unless they can send all the correct information or opt for video kyc.

Best Regards

PANDA - BC.GAME

That's because when I first tried it, I failed many times with my own ID, so I asked my mom to do the KYC for me.

Either way, it's too late and I've used up all the money I had inside, so I don't need the account anymore.

Please feel free to delete it

The response is so slow that I can't really talk about it.

I want to give the lowest rating

それは最初に試した時に自分の身分証明書では何度も失敗した為、お母さんに頼んでKYCをやってもらったからですね

どちらにせよ、遅すぎて中に入ってた金額は使い切ったのでもうアカウント要らないです

勝手に消しといてください

対応遅すぎてマジで話にならない

最低評価を付けたい

I wish I could help.

For future reference, you should always play under your name and use a deposit method under your name when it comes to online casinos. Failing to do so will result in failed verification and casinos not honoring the winnings.

If you find a mistake in your player profile you should always contact the casino before depositing and playing to make any corrections.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

I hope similar issues will avoid you in the future. Please do not hesitate to contact us if you run into issues with any online casino in the future.