BC.Game asking for KYC before letting me Withdraw

[Ultegra134]

I understand your frustration at this point. Don't worry, though; I highly doubt you'll lose your money. Unfortunately, chat support agents are either AI or script based, meaning they'll just follow the script, and you'll receive the same generic information over and over. As others already suggested, try reaching them through the forum (which you already did through their ANN thread) or other social media, and perhaps you could talk to someone who's able to escalate the situation to upper management.

Where are you from, if you don't mind me asking? I find it strange that your government ID isn't accepted (at first you said you didn't have one; did I understand correctly?). Our IDs in Greece are also outdated, and I've faced similar issues before where a passport was requested, but I don't have one. In the worst-case scenario, you'll have to go through the renewal process and re-attempt to complete the KYC process.

[Cantsay]

Well, renew your password and proceed the KYC process again since there's no other way.

I also suggested this - Since the amount we're talking about is a bit huge it would not be a waste if he spends like $50 to get his passport renewed and then completes his verification before finally withdrawing his funds.

Or he could keep trying here to see if there are other ways that bcgame support can help him solve his case.

[khaled0111]

Unfortunately, chat support agents are either AI or script based, meaning they'll just follow the script, and you'll receive the same generic information over and over.

Judging by the screenshots of the conversation between OP and customer support, it's obvious he was talking to a real person and not a bot. The reason why he was getting the same answer over and over again is because he was repeating the same mistake (submitting an invalid verification document).

As others already suggested, try reaching them through the forum (which you already did through their ANN thread) or other social media, and perhaps you could talk to someone who's able to escalate the situation to upper management.

I don't think there is really a need for this as the live chat agents are very responsive and already told him what he should do.

[arwin100]

Well, renew your password and proceed the KYC process again since there's no other way.

I also suggested this - Since the amount we're talking about is a bit huge it would not be a waste if he spends like $50 to get his passport renewed and then completes his verification before finally withdrawing his funds.

Or he could keep trying here to see if there are other ways that bcgame support can help him solve his case.

This is really frustrating if he always get denied even if he submit his details. Maybe the best thing he could able to do is to ask the assistance of support about what they really like since maybe they can share some formats to follow so everything ask will be submitted successfully.

If there's no able to guide him since sometimes support answer takes so slow then I guess much really better to contact them in this forum since maybe they can get the answer that they want to get from them and solve their ongoing issue. Hopefully both parties will settle and no person aggrieved in this situation.

[Beparanf]

This is really frustrating if he always get denied even if he submit his details. Maybe the best thing he could able to do is to ask the assistance of support about what they really like since maybe they can share some formats to follow so everything ask will be submitted successfully.

If there's no able to guide him since sometimes support answer takes so slow then I guess much really better to contact them in this forum since maybe they can get the answer that they want to get from them and solve their ongoing issue. Hopefully both parties will settle and no person aggrieved in this situation.

The support already did give a specific ID requirements since his drivers license and other ID is already denied. The support is now asking for the OP passport as the only ID requires for KYC verification based on the screenshot provided by the OP.

I’m not sure what’s really the problem on his valid ID that he submits to the support but maybe the ID is already not in good shape or his case needs further verification to check his nationality that’s why support becomes stricter on his verification process.

[Hamphser]

This is really frustrating if he always get denied even if he submit his details. Maybe the best thing he could able to do is to ask the assistance of support about what they really like since maybe they can share some formats to follow so everything ask will be submitted successfully.

If there's no able to guide him since sometimes support answer takes so slow then I guess much really better to contact them in this forum since maybe they can get the answer that they want to get from them and solve their ongoing issue. Hopefully both parties will settle and no person aggrieved in this situation.

The support already did give a specific ID requirements since his drivers license and other ID is already denied. The support is now asking for the OP passport as the only ID requires for KYC verification based on the screenshot provided by the OP.

I’m not sure what’s really the problem on his valid ID that he submits to the support but maybe the ID is already not in good shape or his case needs further verification to check his nationality that’s why support becomes stricter on his verification process.

Drivers license is already that a valid ID i should say or even making use it on exchange verifications this one is really that already enough. It would really be that a shit condition or situation if you would really be having that kind of condition whereas platforms would be asking out some passport. I have just remembered a particular platform that do ask only passports which is Coinlist. lol.
If the amount were talking on here is really that something significant then i would say that it wont really be that a bad idea for you to get some passport.
Here in country it does really need up some 6-7 documents which you do need to submit or comply before you could get one. If this is something that you could be able to do it
then i would definitely be doing it if the amount is really that worth.

[danadc]

This is really frustrating if he always get denied even if he submit his details. Maybe the best thing he could able to do is to ask the assistance of support about what they really like since maybe they can share some formats to follow so everything ask will be submitted successfully.

If there's no able to guide him since sometimes support answer takes so slow then I guess much really better to contact them in this forum since maybe they can get the answer that they want to get from them and solve their ongoing issue. Hopefully both parties will settle and no person aggrieved in this situation.

The support already did give a specific ID requirements since his drivers license and other ID is already denied. The support is now asking for the OP passport as the only ID requires for KYC verification based on the screenshot provided by the OP.

I’m not sure what’s really the problem on his valid ID that he submits to the support but maybe the ID is already not in good shape or his case needs further verification to check his nationality that’s why support becomes stricter on his verification process.

Drivers license is already that a valid ID i should say or even making use it on exchange verifications this one is really that already enough. It would really be that a shit condition or situation if you would really be having that kind of condition whereas platforms would be asking out some passport. I have just remembered a particular platform that do ask only passports which is Coinlist. lol.
If the amount were talking on here is really that something significant then i would say that it wont really be that a bad idea for you to get some passport.
Here in country it does really need up some 6-7 documents which you do need to submit or comply before you could get one. If this is something that you could be able to do it
then i would definitely be doing it if the amount is really that worth.

I don't see the logic that things have to be so complicated in a casino, because things in casinos with KYC are not enough? If the player loses a large amount the casino does not have to provide any type of documents or anything, so why not for the casino, but for the average player yes? Or am I devil's advocate, but come on, everyone is looking for money in a casino and it would make me very angry that I have to bet a large amount of money and if I win it, they should at least pay. Me, because I'm taking a big bet, My big risk and by chance I won it, why would they deny me? The passport, the driving license is a valid document, they should not require so much.

[Kakmakr]

This is a common practice in the gambling industry, they will not ask for any KYC verification and then suddenly when you win something, they will request it.

They also do not care about the small withdraws, but when you suddenly request a large withdraw.. they will request your KYC verification.

Just contact their customer support and request the procedure for you to provide the requested information.

[joniboini]

Drivers license is already that a valid ID i should say or even making use it on exchange verifications this one is really that already enough. It would really be that a shit condition or situation if you would really be having that kind of condition whereas platforms would be asking out some passport.

I think they suggest that his driver ID is outdated or they can't verify it, not to mention their reasoning that there number of fraud cases is increasing so I can see their point as to why they need other IDs from OP. Whether you think that's too much or not, I'll leave it to you, but it's not like they don't give a reason at all. It is the usual "read the ToS" situation. I don't think other businesses will do this differently, especially if they're bound to some KYC law and so on. That being said, they should've prevented any users from depositing or playing games if they were not allowed to withdraw imo.

[LUCKMCFLY]

Drivers license is already that a valid ID i should say or even making use it on exchange verifications this one is really that already enough. It would really be that a shit condition or situation if you would really be having that kind of condition whereas platforms would be asking out some passport.

I think they suggest that his driver ID is outdated or they can't verify it, not to mention their reasoning that there number of fraud cases is increasing so I can see their point as to why they need other IDs from OP. Whether you think that's too much or not, I'll leave it to you, but it's not like they don't give a reason at all. It is the usual "read the ToS" situation. I don't think other businesses will do this differently, especially if they're bound to some KYC law and so on. That being said, they should've prevented any users from depositing or playing games if they were not allowed to withdraw imo.

That is a problem that I don't see the point of, if a person has an expired document it is not possible that they will not allow that document, what they have to verify is that it is the person, that that is their identification. , then they should value it, that's the same thing. What happens with the passport, the fact that it is expired does not mean that the person changes their name or becomes someone else, that cannot be, that is something that does not make any sense, because I do not see any sense in it, that is why I insist In this, they should be worth it, it is identifying the identity, everything else is fine, and it is not just the casinos, it is any site including the exchanges, sometimes getting the identifications is complicated, due to lack of time. , because if it is done it takes time to get it out.

[PX-Z]

That is a problem that I don't see the point of, if a person has an expired document it is not possible that they will not allow that document, what they have to verify is that it is the person, that that is their identification. , then they should value it, that's the same thing. What happens with the passport, the fact that it is expired does not mean that the person changes their name or becomes someone else, that cannot be, that is something that does not make any sense, because I do not see any sense in it, that is why I insist In this, they should be worth it, it is identifying the identity, everything else is fine, and it is not just the casinos, it is any site including the exchanges...

You have a point, but platform asking IDs is more than that just accepting client's IDs. Anyone can make fake ones, change their birthdate and anything in the ID when casinos are very strict to age, they can even impersonate others. If these platforms accepts expired IDs their AML policy is useless, of course there's little to no way they can verify if the ID used is legit since what you need to do it to make picture of it so the cons are many when accepting expired ones.

You see, most casino or online platforms just comply policy of KYC, it's for AML mandate of the authority, as long the ID is clear, not expired and if a person is in legal age youre good.

[LUCKMCFLY]

That is a problem that I don't see the point of, if a person has an expired document it is not possible that they will not allow that document, what they have to verify is that it is the person, that that is their identification. , then they should value it, that's the same thing. What happens with the passport, the fact that it is expired does not mean that the person changes their name or becomes someone else, that cannot be, that is something that does not make any sense, because I do not see any sense in it, that is why I insist In this, they should be worth it, it is identifying the identity, everything else is fine, and it is not just the casinos, it is any site including the exchanges...

You have a point, but platform asking IDs is more than that just accepting client's IDs. Anyone can make fake ones, change their birthdate and anything in the ID when casinos are very strict to age, they can even impersonate others. If these platforms accepts expired IDs their AML policy is useless, of course there's little to no way they can verify if the ID used is legit since what you need to do it to make picture of it so the cons are many when accepting expired ones.

You see, most casino or online platforms just comply policy of KYC, it's for AML mandate of the authority, as long the ID is clear, not expired and if a person is in legal age youre good.

Yes, I understand that logic, it also has its foundations, but with passports and with any identification you can impersonate any identity, just by putting up another forum, changing a name, a number and that's it, whether it is expired or not, you can do that. There are even pages which are to obtain false data, with passports and everything, even credit cards, that was one of the things that were being passed off as scams in some countries with credit cards, and that was all false, so sometimes things are very different because they don't happen like that, personally I think that sometimes to believe everything they should ask for 2 documents, it could be a passport, license or ID, something like that to corroborate.

I say this because in my country it is very expensive to obtain passports and they also take a long time to issue them, so that is a problem, imagine that we have 1000usd to withdraw and that we cannot because we do not have the passport. , that's a nightmare.

[Haunebu]

This is a common practice in the gambling industry, they will not ask for any KYC verification and then suddenly when you win something, they will request it.

Very true. It's just something that gamblers have gotten used to over time since almost all crypto gambling sites are employing these annoying tactics these days. Still better than FIAT gambling sites and their KYC policies though.

Just contact their customer support and request the procedure for you to provide the requested information.

He clearly mentioned that he contacted them after which they asked him for his passport which he doesn't have at the moment.

[decodx]

Just contact their customer support and request the procedure for you to provide the requested information.

He clearly mentioned that he contacted them after which they asked him for his passport which he doesn't have at the moment.

This was already a few weeks ago, and since the OP mentioned it takes about two weeks to renew their passport, it's possible he has already completed KYC verification with a valid document. We simply don't know yet because OP hasn't been active on the forum recently.

[Russlenat]

Just contact their customer support and request the procedure for you to provide the requested information.

He clearly mentioned that he contacted them after which they asked him for his passport which he doesn't have at the moment.

This was already a few weeks ago, and since the OP mentioned it takes about two weeks to renew their passport, it's possible he has already completed KYC verification with a valid document. We simply don't know yet because OP hasn't been active on the forum recently.

Actually I don't understand why it is necessary that a passport is needed to verify KYC. I think what they ask is too sensitive, why not just a simple valid ID to verify the account? And to think, OP has been playing for over 5 years already, he should have been treated like a real VIP, you know when you are a VIP you are treated special and should not be given a headache. Hopefully OP can make an update soon and don't just let this case hanging open.

[Crypt0Gore]

Just contact their customer support and request the procedure for you to provide the requested information.

He clearly mentioned that he contacted them after which they asked him for his passport which he doesn't have at the moment.

This was already a few weeks ago, and since the OP mentioned it takes about two weeks to renew their passport, it's possible he has already completed KYC verification with a valid document. We simply don't know yet because OP hasn't been active on the forum recently.

Actually I don't understand why it is necessary that a passport is needed to verify KYC. I think what they ask is too sensitive, why not just a simple valid ID to verify the account? And to think, OP has been playing for over 5 years already, he should have been treated like a real VIP, you know when you are a VIP you are treated special and should not be given a headache. Hopefully OP can make an update soon and don't just let this case hanging open.

If I am in his shoe and I escaped this, I might not use the platform anymore, because normally passport should be one of the few ways to pass verification, there should be national ID and also drivers license, I hate platforms that just ask for one, to me it is dubious.

They are going to check that Passport out the same way they will with Drivers license and National identity cards, so why not make all the three available for users convenience?

This is why passing KYC verification first is better than finding out later, we all know that things are changing fast in this space, and just because OP has been using the casino for five years would not write off KYC requirements some day, I accept that they did him dirty if truly he has been using the platform for that long, they should have recognized him as the old customer already.

Gamblers should stop trying to get passed KYC verification, there is no way your favourite online casinos won't wake up one day and start asking for verifications, it is not them, but the will of running the business, they must if they want to keep running thr business.

[danadc]

Just contact their customer support and request the procedure for you to provide the requested information.

He clearly mentioned that he contacted them after which they asked him for his passport which he doesn't have at the moment.

This was already a few weeks ago, and since the OP mentioned it takes about two weeks to renew their passport, it's possible he has already completed KYC verification with a valid document. We simply don't know yet because OP hasn't been active on the forum recently.

Actually I don't understand why it is necessary that a passport is needed to verify KYC. I think what they ask is too sensitive, why not just a simple valid ID to verify the account? And to think, OP has been playing for over 5 years already, he should have been treated like a real VIP, you know when you are a VIP you are treated special and should not be given a headache. Hopefully OP can make an update soon and don't just let this case hanging open.

If I am in his shoe and I escaped this, I might not use the platform anymore, because normally passport should be one of the few ways to pass verification, there should be national ID and also drivers license, I hate platforms that just ask for one, to me it is dubious.

They are going to check that Passport out the same way they will with Drivers license and National identity cards, so why not make all the three available for users convenience?

This is why passing KYC verification first is better than finding out later, we all know that things are changing fast in this space, and just because OP has been using the casino for five years would not write off KYC requirements some day, I accept that they did him dirty if truly he has been using the platform for that long, they should have recognized him as the old customer already.

Gamblers should stop trying to get passed KYC verification, there is no way your favourite online casinos won't wake up one day and start asking for verifications, it is not them, but the will of running the business, they must if they want to keep running thr business.

This KYC thing is the worst thing that has ever been implemented, that doesn't surprise me anymore, I know that things are like that with all casinos, KYC is required, but casinos should be more sincere, they should make the KYC culture always do it well, that is, instead of saying that they deposit, they should say that they have to comply with the KYC to avoid moments as uncomfortable as these, unnecessary dramas, until the casino does not do this, be honest, things They will always look that way, and it is unpleasant, both for the player and for the caisn, but more so for the player, because the player wants to have his money and the sun. If the caisno denies it, that puts anyone in a very bad mood.

[EarnOnVictor]

Well, renew your password and proceed the KYC process again since there's no other way.

I also suggested this - Since the amount we're talking about is a bit huge it would not be a waste if he spends like $50 to get his passport renewed and then completes his verification before finally withdrawing his funds.

Or he could keep trying here to see if there are other ways that bcgame support can help him solve his case.

Well, there is nothing that BC.Game support will do in this regard other than the instruction/advice they've given to him because they will have to be thorough in satisfying the regulatory aspect of the KYC to get exonerated on their part. If it were to be another situation, I would have reacted differently and taken the OP more seriously but this is a self-caused issue. You want to withdraw but you do not have all the requirements to withdraw. Since that is the issue and you already know it, why not get it fixed? It is as simple as that instead of crying foul. No one will support you on that. That is why it is even better that you complete the KYC in the beginning to avoid issues like this.

Another thing I do these days is to make sure that I use a non-expiring ID to verify my accounts to avoid future issues. Do you know why? Some companies have now started copying themselves with the habit of disturbing their customers over again to provide another passport, for example, on the expiry date of the former one provided. In this situation, issues like the one here may still arise.

[Russlenat]

This KYC thing is the worst thing that has ever been implemented, that doesn't surprise me anymore, I know that things are like that with all casinos, KYC is required, but casinos should be more sincere, they should make the KYC culture always do it well, that is, instead of saying that they deposit, they should say that they have to comply with the KYC to avoid moments as uncomfortable as these, unnecessary dramas, until the casino does not do this, be honest, things They will always look that way, and it is unpleasant, both for the player and for the caisn, but more so for the player, because the player wants to have his money and the sun. If the caisno denies it, that puts anyone in a very bad mood.

I think KYC is fine as they are regulated, so they can implement that, however, asking too sensitive requirements is not acceptable IMO because they can just simplify it like asking a valid ID and take a live selfie with it. The same basic requirements that are being required to other gamblers, just for the sake of fairness and giving gamblers a comfortable feeling while they are enjoying the platform. For a gambler that has been loyal already, they should be treated like a VIP as they are one of the reasons while a casino is successful. With that said, I agree with @Crypt0Gore, instead of waiting, we should pass the KYC the from the very beginning so we can avoid this kind of situation.

[Oilacris]

This KYC thing is the worst thing that has ever been implemented, that doesn't surprise me anymore, I know that things are like that with all casinos, KYC is required, but casinos should be more sincere, they should make the KYC culture always do it well, that is, instead of saying that they deposit, they should say that they have to comply with the KYC to avoid moments as uncomfortable as these, unnecessary dramas, until the casino does not do this, be honest, things They will always look that way, and it is unpleasant, both for the player and for the caisn, but more so for the player, because the player wants to have his money and the sun. If the caisno denies it, that puts anyone in a very bad mood.

I think KYC is fine as they are regulated, so they can implement that, however, asking too sensitive requirements is not acceptable IMO because they can just simplify it like asking a valid ID and take a live selfie with it. The same basic requirements that are being required to other gamblers, just for the sake of fairness and giving gamblers a comfortable feeling while they are enjoying the platform. For a gambler that has been loyal already, they should be treated like a VIP as they are one of the reasons while a casino is successful. With that said, I agree with @Crypt0Gore, instead of waiting, we should pass the KYC the from the very beginning so we can avoid this kind of situation.

We should accept the new normal now as these places are already that regulated on which means that even if t he past they arent that asking some KYC and now in todays years on which they've been changed up then it wont really be shocking yet government would really be needing for these business to get their license and they would really be under with some regulation on which it would really be something that would be passed up into the users and on the time that they would really be needing to comply some KYC for whatever reason it would be then as a user or gambler then you wont really be able to do something but needs to follow. Whether we do like it or not, they would really be going into this path on which such changes could happen overtime. It is really that might be taking up some time for other platforms but we are really that heading there.