BC.GAME KYC Issues. Not letting me withdraw $14k. Horrible support.

holydarkness

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Quote from: ? on Today at 12:19:45 AM

Hi again @holydarkness @BC.Game Support

Please look at how awful this KYC system is. Full of errors and bugs, literally does not work. Can't even use my phone camera (front or back) despite giving the website access, nothing happens when I try to take a picture.

First step of the KYC it's asking me to take a picture of my passport. I had to upload that through my photos as - like I said - the camera isn't working on the website... Next step it's asking me to take a live selfie, but once again the camera is not working. No, it has nothing to do with my phone as I've tried with 2 phones and had the same issue.

How do you guys expect me to take this website serious when you don't even have a functioning KYC system, then you tell me you refuse to let me do a manual KYC? Please look into this asap and fix it. Or just pay my money and I won't use the site again, if doing KYC is going to be this much of a complicated task I am just wasting my time for no reason.

Here is a picture/video showing the issue:

https://gyazo.com/dc7d07b83e64bad0a88d6e7c2fed8ffe
https://streamable.com/xtbcv9

Can someone else try and let me know if it works for them? Jesus christ this is really getting annoying now running out of hope...

Can you tell me which site you're accessing BC when you attempted that? I just watched your video [I hadn't got the chance earlier today as I have to rush and I thought it's a long video, so I decided to watch it later] and after watching it just now, it seems like a connection issue.

When I attempted to test the Swedish KYC, I experienced some slow connection myself through bc.game where page was loading but not completely showed what should be displayed, and instead some blanks. More or less like what happened in your video [though my case was a blank home screen]. And yes, I've tried on multiple devices. Three to be exact. Trying to access with their mirror link worked.

Given I tried to access the site "from" Sweden, like what you literally did earlier today [and for real], perhaps they have some difficulties with their site for Sweden. Do you mind to perhaps try to use their other site as officially listed as their mirror?

I accessed from BC.co when I managed to get a seamless and perfectly loaded page.

SirJohnVonSlotty

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Quote from: Zwei on Today at 08:06:24 AM

if they were asking him for a VISA card, they could have made it more clear. i thought they were asking him for a travel VISA, not a bank card.

It makes much more logic to ask for the credit card than travel details, since we/operators sometimes request a proof of ownership because people love to gamble with their grandma's card Grin

But I'm not saying that it's not confusing, it's actually stupid.

Zwei

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Quote from: BitcoinGirl.Club on Today at 12:28:40 AM

holydarkness said from his side it was working and you are saying even with two other phones it's not working. Is there something about the configuration of the phones you have?

the part that @holydarkness was referring to as working is that there are now other options for KYC besides VISA, not that the KYC process is working.

Quote from: SirJohnVonSlotty on Today at 04:47:54 AM

the only thing that comes to my mind with the VISA thing is that you've maybe used a VISA card to play and they are asking its details, but it's a crypto casino so I'm not sure about that.

if they were asking him for a VISA card, they could have made it more clear. i thought they were asking him for a travel VISA, not a bank card.

SirJohnVonSlotty

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Just to add a bit of info;

Spelinspektionen set a complex structure for operators, if you're from Sweden you probably know the strict guidelines that a casino operating in Sweden needs to follow, from limited bonuses (only one-timers) up to KYC verification through BankID. Because of that, all Swedish players are marked red in most operator circles, and have a different treatment from everyone else, which might explain to you why other countries have different KYC documents available under their drop down menu. You're in the same bucket as Dutch, Polish and German players unfortunately.

I think you'll need to go through a manual verification via e-mail, the only thing that comes to my mind with the VISA thing is that you've maybe used a VISA card to play and they are asking its details, but it's a crypto casino so I'm not sure about that.

holydarkness

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Quote from: ? on Today at 12:19:45 AM

Hi again @holydarkness @BC.Game Support

Please look at how awful this KYC system is. Full of errors and bugs, literally does not work. Can't even use my phone camera (front or back) despite giving the website access, nothing happens when I try to take a picture.

First step of the KYC it's asking me to take a picture of my passport. I had to upload that through my photos as - like I said - the camera isn't working on the website... Next step it's asking me to take a live selfie, but once again the camera is not working. No, it has nothing to do with my phone as I've tried with 2 phones and had the same issue.

How do you guys expect me to take this website serious when you don't even have a functioning KYC system, then you tell me you refuse to let me do a manual KYC? Please look into this asap and fix it. Or just pay my money and I won't use the site again, if doing KYC is going to be this much of a complicated task I am just wasting my time for no reason.

Here is a picture/video showing the issue:

https://gyazo.com/dc7d07b83e64bad0a88d6e7c2fed8ffe
https://streamable.com/xtbcv9

Can someone else try and let me know if it works for them? Jesus christ this is really getting annoying now running out of hope...

Let me try to reach my contact later this evening as I have to handle IRL situation in a few minutes. For the time being, though, do you mind to try doing it from PC with a webcam? Probably it's the operating device like LB suggested, and I think [just theorizing here] PC would have a better chance as it won't require permission etc.

Learn Bitcoin

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Quote from: ? on Today at 12:19:45 AM

https://gyazo.com/dc7d07b83e64bad0a88d6e7c2fed8ffe
https://streamable.com/xtbcv9

Can someone else try and let me know if it works for them? Jesus christ this is really getting annoying now running out of hope...

Could you please try with an Android device, and once you click on allow, please give it some time to connect to the server, I guess there is something with the internet connection or the permission from the device since another member already said it's working fine for them. Also, you could try changing your internet connection because sometimes ISPs limit their internet speed for some specific websites. If it works for others, I don't think they will change it for you to make you wait. Good luck mate.

BitcoinGirl.Club

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Quote from: ? on Today at 12:19:45 AM

No, it has nothing to do with my phone as I've tried with 2 phones and had the same issue.

[...]
https://gyazo.com/dc7d07b83e64bad0a88d6e7c2fed8ffe
https://streamable.com/xtbcv9

holydarkness said from his side it was working and you are saying even with two other phones it's not working. Is there something about the configuration of the phones you have?

It is frustrating when you are victim of technical difficulties. From BCGames perspective they need the KYC and I do not think they are doing something in the backend only to manipulate a specific user's user experience.

?

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Hi again @holydarkness @BC.Game Support

Please look at how awful this KYC system is. Full of errors and bugs, literally does not work. Can't even use my phone camera (front or back) despite giving the website access, nothing happens when I try to take a picture.

First step of the KYC it's asking me to take a picture of my passport. I had to upload that through my photos as - like I said - the camera isn't working on the website... Next step it's asking me to take a live selfie, but once again the camera is not working. No, it has nothing to do with my phone as I've tried with 2 phones and had the same issue.

How do you guys expect me to take this website serious when you don't even have a functioning KYC system, then you tell me you refuse to let me do a manual KYC? Please look into this asap and fix it. Or just pay my money and I won't use the site again, if doing KYC is going to be this much of a complicated task I am just wasting my time for no reason.

Here is a picture/video showing the issue:

https://gyazo.com/dc7d07b83e64bad0a88d6e7c2fed8ffe
https://streamable.com/xtbcv9

Can someone else try and let me know if it works for them? Jesus christ this is really getting annoying now running out of hope...

?

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Merit: -

Thanks @BC.Game Support @holydarkness

I'm going to do try completing it on the website later when I'm home, will update here how it goes.

holydarkness

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Quote from: BC.Game Support on January 08, 2025, 02:38:01 PM

Hello neymar5,

Our apology for the unintentional delay in reply and silence, we were attempting a better approach and more convenient way to get your situation sorted out as manual KYC can be quite complicated.

We brought the issue to our department that handles KYC and fixed the VISA-only KYC situation for Swedish nationalities. It should work fine and accept government issued ID now.

Do you mind to check from your side and complete the KYC through the automated KYC page?

Testing it out of curiosity, with VPN set to Sweden, I can see that it works fine and I "can" submit documents other than VISA for my "Swedish nationality" KYC purpose.

I guess this is indeed a better solution than the manual KYC as it clears the issue and enables every other Swedish to do automated KYC instead of having them to have the manual KYC.

BC.Game Support

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Official Support Handle for BC.Game

Hello neymar5,

Our apology for the unintentional delay in reply and silence, we were attempting a better approach and more convenient way to get your situation sorted out as manual KYC can be quite complicated.

We brought the issue to our department that handles KYC and fixed the VISA-only KYC situation for Swedish nationalities. It should work fine and accept government issued ID now.

Do you mind to check from your side and complete the KYC through the automated KYC page?

holydarkness

legendary

Activity: 2758

Merit: 1603

Yes, I'm an asshole

Quote from: ? on January 06, 2025, 10:35:43 PM

Messaged you now sorry for late reply @holydarkness

Uhh... I am actually hoping for the subject of the email, so I can tell my contact that a player with xxx email address wrote you an email with xxx as a subject, attempting to do manual KYC. BC usually use UID as their identifier, not username or email address, but I figure that you've gave it to BC.Game Support when they asked you that.

Anyway, I'll reach my contact, see if the email address is enough to get them to zeroing into your message to them and initiate the manual KYC... I am arming myself with a wooden stick to get them to do this ASAP. LOL.

Wishing you best of luck and for this issue to be cleared within couple of hours.

?

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Quote from: holydarkness on January 06, 2025, 02:22:44 PM

Quote from: ? on January 06, 2025, 11:40:17 AM

Quote from: BC.Game Support on January 05, 2025, 01:58:08 PM

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

Hello @BC.Game Support . You asked me to email you 24 hours ago. I emailed straight away. Still no reply. Are you guys being serious?

Hi, let me try to reach my contact and see if there is any reason for this delay. Do you mind to PM me the email address you use to send them that email as well as the subject of the email? If you don't feel comfortable with me having your email address, then the subject of the email itself is enough... I guess.

IIRC, they asked you your email address alongside your UID when this case first emerged, so I think [and suppose you sent them that], my contact could have take a look on BC.Game Support's inbox.

Messaged you now sorry for late reply @holydarkness

holydarkness

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Quote from: ? on January 06, 2025, 11:40:17 AM

Quote from: BC.Game Support on January 05, 2025, 01:58:08 PM

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

Hello @BC.Game Support . You asked me to email you 24 hours ago. I emailed straight away. Still no reply. Are you guys being serious?

Hi, let me try to reach my contact and see if there is any reason for this delay. Do you mind to PM me the email address you use to send them that email as well as the subject of the email? If you don't feel comfortable with me having your email address, then the subject of the email itself is enough... I guess.

IIRC, they asked you your email address alongside your UID when this case first emerged, so I think [and suppose you sent them that], my contact could have take a look on BC.Game Support's inbox.

BabyBandit

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Quote from: ? on January 06, 2025, 11:40:17 AM

Quote from: BC.Game Support on January 05, 2025, 01:58:08 PM

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

Hello @BC.Game Support . You asked me to email you 24 hours ago. I emailed straight away. Still no reply. Are you guys being serious?

I understand your frustration but I think the best thing you can do is just to wait and I am in no way supporting BC.GAME actually I am doing an investigation about them and their shady behavior right now. but the main focus here is for you to get your money and the best way for that to happen is sadly just to being patience and not push it to much (even tho you have all right to do so). Good luck mate.

?

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Quote from: BC.Game Support on January 05, 2025, 01:58:08 PM

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

Hello @BC.Game Support . You asked me to email you 24 hours ago. I emailed straight away. Still no reply. Are you guys being serious?

?

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Merit: -

Quote from: BC.Game Support on January 05, 2025, 01:58:08 PM

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

Thanks for the reply @BC.Game Support

I have emailed you now. Keep in mind this is now my 3rd email to this address regarding this issue. The first 2 were ignored, I really hope you don't ignore me again and actually start helping me with this process. Looking forward to your reply (hopefully very soon)!

BC.Game Support

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Official Support Handle for BC.Game

Hello neymar5,

Please accept my apology for the delay and to make you worry, I was supposed to wrote you a reply too when we addressed the other threads yesterday.

Can you please write an email to [email protected]? We will initiate manual KYC.

holydarkness

legendary

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Merit: 1603

Yes, I'm an asshole

Quote from: ? on January 05, 2025, 10:31:06 AM

@holydarkness Hope I'm not bothering you my friend, just regarding this other thread that @pakito111 made. Do you not think this is something that I should be worried about? Since my withdraw option also was randomly disabled (similar to pakito111) and they requested KYC which I basically can not even complete. Considering I'm seeing even more similar posts about this, I'm not sure how patient we should really be in this case. Is it maybe not time to get a lawyer involved or you think I'm over exaggerating? A court finding them guilty of owing players money and being bankrupt should not be taking lightly in my opinion. Let me know if you have some time to talk, I apologize if I'm being a bit annoying. The extremely slow response time and support availability is just a big red flag imo.

Nope, not bothering me at all.

And no, depending on the true nature of your case, I don't think you need to worry. If you play fairly and didn't cheat, they don't have a reason to confiscate your fund, nor that I think they want to. BC is one of the big casinos here, they have built their reputation for years, I don't think that's something they want to ruin in "singe night".

Granted, from time to time, cases are piling against them [this also happens to several casinos], but so far, they managed to get those pile cleared up.

I've also read your post on pakito111's thread, about how their support account made a post on his thread but didn't bother to write you, my very personal opinion, I think that does not necessarily mean they're ignoring you or anything that worth your worry. Most likely than not, they wrote on pakito111's thread after I notified them about the case to simply let him know that his case is already on their plate.

Let me try to nudge my contact again and see if I can get your situation expedited.

?

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@holydarkness Hope I'm not bothering you my friend, just regarding this other thread that @pakito111 made. Do you not think this is something that I should be worried about? Since my withdraw option also was randomly disabled (similar to pakito111) and they requested KYC which I basically can not even complete. Considering I'm seeing even more similar posts about this, I'm not sure how patient we should really be in this case. Is it maybe not time to get a lawyer involved or you think I'm over exaggerating? A court finding them guilty of owing players money and being bankrupt should not be taking lightly in my opinion. Let me know if you have some time to talk, I apologize if I'm being a bit annoying. The extremely slow response time and support availability is just a big red flag imo.

Topic: BC.GAME KYC Issues. Not letting me withdraw $14k. Horrible support. (Read 484 times)