Topic: BC.GAME KYC Issues. Not letting me withdraw $14k. Horrible support. (Read 767 times)

I love seeing these posts, good job guys.

Glad that we can get it resolved.

You can close it yourself if you want. Just mark it as "resolved" by editing the thread title and click "lock topic" using the button at the bottom left of this page. I'll update my list with this development too.

thanks @BC.Game Support @holydarkness

I can confirm I was able to withdraw my money thank you guys. Appreciate the support here a lot.

Mods can close this thread or whatever they do when an issue is solved

Hi neymar5,

As per our recent checks from our side, as inquired by holydarkness, we can see the account is back to normal after the kyc was verified on 15th of January. Do you mind trying and checking if everything is working normally from your side and tell us if there is still another issue?

ok, please keep updating me @holydarkness @BC.Game Support

just want to get this over with as soon as possible, going on holiday and dont really want to worry about this in the back of my head.

im fine being patient, but ive done everything requested and i dont think there is any more reason for me not being able to withdraw now

Hello neymar5,

As explained by holydarkness, the KYC is the step necessary before we can perform the investigation. We are almost finished conducting our check with your account. We are asking for your kindness to wait one more day or probably two.

Hi, I'm figuratively sitting with my contact right now as we get to the bottom of several cases, he's AFK for the moment [thus, I can get back to the forum to kill some time], please wait a little and I'll move your situation to the top list so that's what we'll talk about right after he return?

Close to 5 days later and still no reply. What is happening @holydarkness @BC.Game Support ?

Let me try to see if I can get an update, but I can't promise you that the news will come within hours, perhaps not even tomorrow, as my contacts [plural] are on snail pace during weekend.

Although, like I said before, as you're now in the investigation phase, all we can do is wait. 24-48 hours is normal, one can perhaps even argue that it's a lightning speed for BC.

24 hours later no update? @BC.Game Support @holydarkness

Hopefully they can provide an update here @BC.Game Support since the livechat is completely useless and they never reply on email / messages either.

Like what I explained to other player on the other thread you commented on [and I am encouraging you from refraining from it, as it'll pose a risk of having double-thread situation where discussion are made across threads, that'll make things and developments harder to follow], the KYC verification is the initial step taken before casinos or the provider [whoever asked for it] take a look into the account and conduct an investigation for what triggers their alarm.

Once you've successfully clear your KYC, all we can do now is wait for the casino [or the game provider] to finish with what they look for. You can rest assured if you did nothing wrong and everything is accordingly, no multi-acc, no bug exploitation, no accessing from restricted teritory [which... so far, I think we can safely assume this point is not the case], they'll restore every feature of your account back to normal and you can withdraw.

Probably a tad bit of patience will be needed here.

You seem to have fixed the camera issue. I tested it on my end on a desktop machine with Windows. I selected Sweden as country and after allowing BC.Game access to my camera, there were no issues at all with the non-appearing camera image. So, the system works. I am guessing it was a permission error on your device.

have you ask their support about it as to why you withdrawal is still disabled? just curious, when did your basic and advanced KYC got verified? if it is just several hours ago I'd suggest to wait a bit further, they might be finalizing some things before they enable your withdrawal.

Hello @BC.Game Support @holydarkness

Please activate my withdraw option now. It is still suspended. I just verified my basic + advanced verification like requested as you can see. I am just going to guess that it is a bug and you can fix it quick. You told me clearly once I make the verification I'll be able to withdraw. So please enable my withdraw option asap.

https://gyazo.com/88a2a8c92b9d81abacb74ce546cfa33d

Thanks for the tip, will try later tonight and update once again @holydarkness

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.

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

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.

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.

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.

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.

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.

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.

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...

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.

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.

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?

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.

Messaged you now sorry for late reply @holydarkness

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.

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.

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?

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)!

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.

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.

@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.

OP, you've raised the exact same complaint on their ANN thread and they've addressed it. I don't understand the need to create a new thread just because you haven't get an answer in one day after you sent them a PM like they instructed you to. I'll reached them to get this looked at.

Meanwhile, as you've created this thread anyway, move this to the scam accusations board [the button to move a thread is on the bottom left of this page], stop writing on their ANN as you now have your own thread and having a case on two simultaneous threads are annoying and confusing, and focus all the discussion on this thread.

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Haunebu, thank you for the nudge, I really appreciate it.

Been using BC.games for a while now and and haven't come across any issues such as this, normally in the legal document section one can upload at least 2 to 3 different documents, and visa is not one of them is either a driver's license or National IDs and sometimes voters card.

Demanding a visa is kind of out of reach for some people and making it a general demand for KYC verifications will definitely limit or push some players off the site or even call them scams.

Ops try and reach the representative of Bc.games  here in the forum,  I know one of them will come across this thread, hopefully you get helped and also let us know what the regulatory demands is for Sweden players.

They are pretty infamous for their KYC issues within the crypto gambling community which is why your situation feels familiar to me. Their support is taking a long time to respond to you probably because of their holiday break.

The whole visa thing is frankly really weird and it's something they need to rectify asap. @holydarkness could possibly help you out with this matter.

I've been using BC.game from Sweden for 2 weeks depositing around total $10k for sports betting and withdrew $11k successfully without any issue. Then they suspended my withdrawal option. I have $13k balance (0.14BTC) and I can't withdraw it.

Trying to access live chat is a joke, have to wait 10+ hours for a reply and as soon as they reply they instantly close the chat after 5min without any notification, basically impossible getting in touch with any support since they don't reply to emails either.

After getting a reply they told me they want me to complete KYC on their site. There are 2 different KYC verifications, basic and advanced. This is where I am facing my issues.
When I go to basic verification and click Sweden, this is what it shows me: https://gyazo.com/500004040187a75bc5c5e698b40c152a
The only document type they allow is Visa? But when you click on other countries, they seem to accept driving license and passport (aka normal documents like every other website accepts)
I asked live chat about this and it seems like I'm speaking to NPC/ AI bots, these people on support don't even act like actual human beings.

First of all I don't own a Visa, neither does anyone I know in Sweden. Why would anyone that resides in Sweden have a Visa document unless you are staying in a different country for extended time. It makes absolutely no sense for them to only accept Visa as document type, I don't own one and it is impossible for me to get a Swedish Visa when I already was born and live in this country as a Swedish resident. They don't have any explanation as for why they don't accept other document types and they are forcing me to send a document which I don't own or have access to in order to verify my account. Aka they are refusing to help me so my $13k will be stuck on the site without any option to withdraw. I'm asking them to allow me to upload driving license or passport because clearly this must be a bug or glitch in their KYC system, but they ignore my request and refuse to help.

This is what support tells me regarding the issue: https://gyazo.com/04fc45ceabba9d9514c43202fb48d199, https://gyazo.com/c8597fdf15530ebd37b8e7530a96304a

Now regarding the ADVANCED KYC verification, which they are asking me to verify. When I press advanced verification, and search for countries, Sweden is not even listed as a country. Any of you guys can check and see the same thing. So they are asking me to verify advanced verification and the country I'm living in isn't even listed as an option to upload documents from. Also I ask them about this and I just keep getting ignored, either the support is very low IQ or they just don't care at all. Please see this link: https://gyazo.com/75bfff32ed5e7f9f2f4a50f712f61cbf

Somebody please explain to me how I am supposed to verify my account when they are doing everything to make it impossible for me. The KYC verification is full of either bugs and errors or they are just incompetent.
At the moment my balance and my $13k is locked up and I can't withdraw until they either fix this or help me verify my account somehow. I've asked them to let me email them my documents but once again ignored. I'm posting this here on bitcointalk because I see them being very active here so I'm guessing there is a chance to get some help through this forum.