Topic: BC.GAME KYC Issues. Not letting me withdraw $14k. Horrible support. - page 2. (Read 493 times)

@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.

Much appreciated my man. Very grateful for the help. I'm just chilling for now and once I get a reply I'll update you guys. Thanks!

No need to delete this thread once resolved. Just mark them as resolved [when we reached that point] and lock it, like any other complaints against casinos. I compiled a list of cases against casinos, and I'll add your thread to the list tomorrow [suppose there were no surprise and unexpected things like the past few occasions]. Each cases and each status of it [resolved, in progress, invalid, inactive, active, unresolved] would [hopefully] greatly help other players to judge how comfortable they should feel to play on this casino or that casino.

So yeah, no need to delete this thread once resolved as it'll add as reference that can help others.


Broadly speaking about this holiday season amongst casinos, yes, they most certainly did not put all of their staff in holiday and leave their office empty, there would be some shift in who take a break for how long and when.

Now, specifically about your case, as they've mentioned before on their ANN, they are looking into it. I was in touch with my contact about other case and they told me that they'll address that thread, I guess sometime today. If they've got to the bottom of your case, I am sure they'll also address you.

If they don't, I would suggest you to wait a little bit more and would assure that it's most likely because they're still on it or perhaps yet to be on it [catching up with back-log of cases and complaints during those holiday and skeleton-crew, perhaps?]. I am literally hounding my contact about every cases, so rest assured that we will get to the bottom of yours as we get to the bottom of each and every other one.

Yeah it's really no stress at all from me. I'm fine with waiting, as long as it just gets solved and I get paid my money. FYI still haven't got any reply to my message since sending it 4 days ago. I saw someone mention holiday break, surely that does not include all of their support staff? Like being this big of a casino/ sportsbook I'm assuming you should have support working during this time?

I know. It makes absolutely no sense whatsoever. Perhaps they add those document requirements as they go. What I mean is, a player from whom they required KYC in the past possessed a Swedish VISA, and that's how they allowed them to pass their KYC. No other Swedish players went through identity verification before or since. The chances of this being true are slim, but who knows.

Anyways, please be patient a little longer. You are in good hands with holydarkness monitoring your case. Hopefully it will be resolved in your favor.

Heja Sverige!

Yeah I did exactly that and just got an error saying I uploaded the wrong document type. Apparently passports are not allowed at all on bc.game (I was told) but then checked and saw other countries have the option. Also tried to press a different country like Norway and upload my documents through that but once again just got the error saying the documents are Swedish etc. I have used other websites with the same odds provider as bc.game and none of them have the same strange KYC issues and requirements. Seems like something these guys decided to implement themselves, with zero thought and without realizing how completely f... stupid all of this is. Whoever actually is behind these KYC rules needs to be fired. How can you seriously ask me for a VISA  when I am a 24 year old Swedish resident, university student, and they expect me to possess a document that I have zero use for in my life. The process of getting a VISA looks extremely complicated and long aswell, which also costs money snd time. And I do not think the Swedish auhtorities would let me apply for a VISA simply for the fact that I need it to verify my KYC on the request of some people with the IQ of 5 year olds.

I checked my BC.Game account and I can confirm that what OP wrote regarding Basic and Advanced verification is true. If you go to Basic verification and select Sweden, VISA is the only option they have. @neymar5 just for testing purposes, have you tried uploading your passport or ID after selecting VISA just to see what will happen? And yes, Sweden is not even on the list if you select Advanced verification.

Thank you all for your replies. I'm new to this forum so excuse me for being a noob. Thanks to holydarkness for the help, hopefully this gets fixed

I know they replied to me and told me to send them a message. I have and I am still waiting. In my head I thought making this thread cant hurt their rep when I've already seen previous reports about KYC issues, if anything it just brings up more the awareness around it. And, if they do help me here, it just shows that they actually care and want to help me withdraw my money. Because the amount of times I contacted livechat and tried to explain the issue to them is totally absurd, support is very very slow and does not help a tiny bit. I told them I'll happily delete all my posts as soon as I've received help if that matters to them.

I won't be using any VPN I know that would just cause unnecessary issues.

Nothing against you personally man but you shouldn't write something like they have a "very good customer service". Their support system is notorious for being one of the worst in the business. Emails take 1-2 weeks to get an answer, live support takes HOURS to get a reply and if you don't reply within 5 minutes, after waiting up to 10 hours, they simply close the chat. Also, the replies you are getting don't sound like from a person but like from AI or something.

@OP, don't use VPN for it, as many other have stated. Advising VPN is such a big nonsense and might get your account banned (even though of course it doesn't make too much sense). When the TOS say it's against the rules, just don't do it.

A support guy here in this forum already posted in the BC ANN thread that they will look into this "visa" thing.

Op, I guess you are on the right track already. holydarkness is here, and you can rely on him. As Cantsay suggested, do not use a VPN. I don't have any suggestions for you. I just want to give you some hope that the BC game is not going to scam you if you do not violate any of their rules. But they are known for their shitty slow support. They take up to two weeks to reply to an email.

Their live chat support is worse as well. Since you already created this thread and holydarkness is here, just be patient. He will contact with the BC game officials to talk about your issue. Help him with information if he ask.

Yes, I've read that.

The "using VPN" part is the one that worries me. Unless you're not from a restricted territory, that's a time-bomb waiting to tick and boom. If you're still actively using BC, I would like to try if we can remedy that situation [I assume the case is, you use VPN to verify your ID] by having it sorted out with my contact.

Yes, their live support is terrible, I'll have to agree to that. But I was lucky enough that they facilitate me with a "hotline" of a super helpful contacts [plural] who happen to be on the higher ups that provide supports better than their live supports team. So, if you'd like to, maybe we can remedy the situation before it becomes ugly.

No issues with them - like I said got KYC verfied within 24 hours and was able to withdraw my winnings . They have a terrible live chat support though.

Agreed with above suggestion.

DO NOT use VPN. It's like hammering the last nail to your coffin, by yourself. Just wait, I've reached them and waiting for a reply. Once they're back from whatever they're currently doing, they'll respond to me and I'll update you.

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mynameisjohn, if you have a case with BC [aside and simultaneous with the one you have with thunderpick] I'll advise you to create your own thread so I can be aware of the situation surrounding the case. I'll try to get it resolved.

@Op, I will strongly advise you to ignore this response — using VPN will most likely lead to more complications and put you in a position where you can no longer defend yourself if anything comes up.

Just be patient and wait for their response.

For what it's worth I won like 30k on there and was frustrated by their live chat support as well. I got KYC verified within 24 hours though and I was using VPN. Maybe try using VPN as well to bypass the visa requirement?

I can assure you all that they're aware of that posts and this thread. I've informed them and I am waiting for their reply. I am not sure who has how many days of break and if my contacts happen to be still on their break [hell, a rep on other casino even just started their break as they were on duty during Christmas holiday] but I assure OP and all of the overseers that I will see this case to its bottom.

Bcgame rep is already aware of this situation; they responded to him 2 days ago I don’t think it’s necessary to still create this thread since they haven’t gotten back to him.

For now, he should just chill and wait for them to respond to his previous post before he goes on to create this thread (if he doesn’t like their response) - if bcgame representative should be alerted to this thread they’ll still give him the “we’re still on it” so why not just wait?

how is it even possible to get a visa if you are already a swedish national? they should fix this soon hopfully, as i can imagine how frustrating it can be.

would not count on live chat support for this problem (too complecated of an issue for them to handle/fix). wait for an email reply or for the forum representative to get back online.
if you already sent him a pm, be patient and wait for a reply. it's the holidays, support is slow around this time of the year.

and for the record, i also had a problem with kyc (though not like yours) where chat support was useless, but it got sorted out after i contacted them here on the forum. so don't worry as long as you are legit.

BC.GAME has been providing great service to its customers for a long time. I have not seen such a problem with them in a long time. Don't worry, their customer service is very good. There may be a temporary problem, but they will solve your problem very quickly.

You can talk to support to get this issue resolved. If you talk here, they will look into your issue very well and solve your problem. Try to communicate with them with a little patience, hopefully the problem will be resolved.

Sorry about the issues you are facing with the casino. It can be frustrating sometimes to get help, but BC.Game has an active signature campaign in this forum, and that should mean that this challenge can be relayed to the team so that your situation is properly handled.

This should be brought to their notice; kindly exercise some patience.