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

[neymar5]

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.

[Haunebu]

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.

[Wiwo]

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.

[holydarkness]

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.


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

[Rruchi man]

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.

[Wonder Work]

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.

[Zwei]

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.

[Cantsay]

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

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?

[holydarkness]

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

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?

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.

[mynameisjohn]

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?

[Cantsay]

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?

@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.

[holydarkness]

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?

@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.

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.


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.

[mynameisjohn]

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?

@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.

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.


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.

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.

[holydarkness]

[...]
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.

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.

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.

[God Of Thunder]

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.

[AHOYBRAUSE]

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.

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.

Hello neymar5,

Our apology for the current situation you are facing.

I will inquire this to our compliance department to get a better insight on the issue with Swedish KYC option.

For your current situation, do you mind to write us a PM with your UID and the email address you use to register? I will see if we can initiate a manual KYC verification

[neymar5]

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.

[Pmalek]

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.

[neymar5]

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.

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.

[Pmalek]

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!