BC GAME NOT PAYING WITHDRAW

[slaman29]

To be fair, the check is [mostly] not initiated by the casino themselves, but rather by the provider of the game to see if there is nothing amiss, and the casinos [no matter which casino is this] had no other way to comply, unless they want to pay the winning from their own pocket while waiting for the provider to be satisfied with their investigation.

Are you sure this is true? I know the providers are the one paying the jackpots, so of course they are the ones interested in initiating the check BUT if the casino blocks an account like OP from passing KYC, to me that's all on the casino. They basically prevented the guy from even passing KYC. And all they need to do is explain this situation if its true so the player knows what's the holdup.

To me, every time things are vague and on hold with no reason, its 99% the casino's lack of efficiency or knowledge on how to comply.

BTW are you actually a BC Game representative? It's very weird to need you to help out when they should be the ones on their own taking care of customers.

My guess is that this is an issue of citizenship and legal residency. You said that you were French but you reside in Malta, and you possess a Maltese government ID. I assume you have dual citizenship, with the other being that of France. Like you said, BC.Game doesn't have Malta as a restricted country. However, residents of France aren't allowed to play there, and it's also against their rules to access the platform from France.

Do you visit France, and did you ever access your account to play while you were there?

Wrong. All casinos have the same terms, as I believe the actual law only prohibits based on residency, NOT citizenship.

This is BC.Game's restriction here:

4.1.2. If you reside in a country in which access to online gambling to its residents or to any person within such country is prohibited.
4.1.3. If you are a resident of one of the following countries, or accessing the Website from one of the following countries:

So it's got nothing to do with citizenship. He resides in Malta, has Malta residency ID, he can play there.

The only thing you're right in is that he cannot access BC.Game from France.

if i didn't know this forum what can people do? insane

I ask myself this a lot too Good luck man, we're all rooting for you.

[JollyGood]

I asked the OP if he had screenshots of the full chat, he ignored my post even though I posted the images to make it easier for others to understand what was going on. It would be helpful if accusers would make all this information clear in the OP instead of releasing important points only after being questioned or asking for clarity. It is this part that I find frustrating.

Until now, the way the story was presented it seemed as though he deposited $1000 and won $69,000 then sent KYC and was told his KYC was rejected and end of story. Now it appears there is a lot more to this and the OP was being economical with the facts.

Do you visit France, and did you ever access your account to play while you were there?

[pakito111]

@jollygood Sorry i did not see your post, this is the only message explanation they gave me for my KYC, 
This is how my KYC looked:
https://goopics.net/i/ndc2r9

And this was a very poor explanation from them
What they said about my KYC at first: https://goopics.net/i/d2jtvf


but KYC is not the issue anymore, i kept telling support i live in malta, i had to do advance KYC and they accepted it.


Now as i repeat my KYC is valid:
https://goopics.net/i/bvpyed

So what excuse will they find and why is my withdraws locked???

By the way this is my win: https://euioa.jxcsysekgu.net/roS0rEwkjV
Was spinning $12,5, got a bonus and paid this! i was so excited, i tried to first withdraw 25k but rejected and wihdraws locked, this is how the story started.
And by the way i did not take any deposit bonus.

[Pmalek]

BTW are you actually a BC Game representative? It's very weird to need you to help out when they should be the ones on their own taking care of customers.

He is not an official representative of BC.Game or any other casino that I am aware of. He is just a guy who is trying to help and does it regardless of the outcome. Sometimes it works out in the player's favor, other times it doesn't. He has contacts with casino representatives because he asked for it and/or they noticed that he was trying to help, so they gave him the contact information to their people who he should get in touch with to speed things along. 

[holydarkness]

To be fair, the check is [mostly] not initiated by the casino themselves, but rather by the provider of the game to see if there is nothing amiss, and the casinos [no matter which casino is this] had no other way to comply, unless they want to pay the winning from their own pocket while waiting for the provider to be satisfied with their investigation.

Are you sure this is true? I know the providers are the one paying the jackpots, so of course they are the ones interested in initiating the check BUT if the casino blocks an account like OP from passing KYC, to me that's all on the casino. They basically prevented the guy from even passing KYC. And all they need to do is explain this situation if its true so the player knows what's the holdup.

No, I am not sure. Hence the word "mostly" instead of 99%?

Because each cases are unique and [as established, they're case-by-case basis] some check are done by the casino itself [we had an immortalized proof of an internal chat where a casino team initiate it somewhere in this board if you're interested to look for it], some cases are indeed requested by the provider to be sure that there is nothing wrong with the winning.

To me, every time things are vague and on hold with no reason, its 99% the casino's lack of efficiency or knowledge on how to comply.

Based on my experience, not necessarily 99% reason is due to casino's lack of efficiency or knowledge on how to comply. As mentioned, each cases are unique, they have each of their own elements that complicate things.

BTW are you actually a BC Game representative? It's very weird to need you to help out when they should be the ones on their own taking care of customers.

I am not. I am simply here to help, when I have my free time. How is it weird, exactly? Will it be much preferred for you, and in your opinion, if I just watch and wait for casinos rep [in this case, BC] to take action?

And yes, they actually are the ones who taking care of their customer. I simply tell them [as well as other casinos rep who entrusted me with their personal contact] and they will investigate. And later on, either they come and address the matter with their findings or tell me to wait a bit more suppose their findings are yet to be conclusive, and I relayed the message to the player who raised dispute, in case they did not do it themselves through their official account.

To add and clarify, yes, as Pmalek brushed, I initially reached casinos reps through PM on many cases, after years of it, one of them actually reached me, attempting and initiated a direct contact so I can reach them faster [there is a long and interesting story behind this, of course, but that's story for other time], and then the trend happens and I now have several contacts of several casino staffs. I surely hope it's ok with you?

[pakito111]

Appreciate the help a lot @holydarkness

If they reply to you let us know, its been a week now that my withdraws a locked 

[JollyGood]

That 1000x must been a big surprise to you, it immediately took your balance to $67,000 and you must have been ecstatic. I think the only to get the BC Game side of the story is if they post here explaining their perspective. If the KYC is no longer an issue they must have a valid reason for suspending your withdrawals.



If this is down to you accessing their website from a restricted country (France) even though you yourself are a resident of an accepted country (Malta), then this will not be the last time as issue such as this occurs.

I did not check BC Game or any other casino/gaming website but there should be a single clause in the terms and conditions of all casinos/gaming websites stating what the outcome of a scenario such as this will be and players should be careful to not breach the rules they voluntarily signed up to.

So what excuse will they find and why is my withdraws locked???

By the way this is my win: https://euioa.jxcsysekgu.net/roS0rEwkjV
Was spinning $12,5, got a bonus and paid this! i was so excited, i tried to first withdraw 25k but rejected and wihdraws locked, this is how the story started.
And by the way i did not take any deposit bonus.

[Blossom15]

The OPs frustration is justified. Winning $67K should be a moment of celebration, and not an endless battle for answers. Its troubling to see how vague and unresponsive bc.game has been, especially after the advanced kyc verification was accepted.

Casinos should be held accountable for clear communication and swift resolutions. If the issue stems from accessing the platform from a restricted country, bc.game must explain explicitly how this affects valid withdrawals for players residing in accepted jurisdictions like Malta.

[slaman29]

BTW are you actually a BC Game representative? It's very weird to need you to help out when they should be the ones on their own taking care of customers.

I am not. I am simply here to help, when I have my free time. How is it weird, exactly? Will it be much preferred for you, and in your opinion, if I just watch and wait for casinos rep [in this case, BC] to take action?

And yes, they actually are the ones who taking care of their customer. I simply tell them [as well as other casinos rep who entrusted me with their personal contact] and they will investigate. And later on, either they come and address the matter with their findings or tell me to wait a bit more suppose their findings are yet to be conclusive, and I relayed the message to the player who raised dispute, in case they did not do it themselves through their official account.

To add and clarify, yes, as Pmalek brushed, I initially reached casinos reps through PM on many cases, after years of it, one of them actually reached me, attempting and initiated a direct contact so I can reach them faster [there is a long and interesting story behind this, of course, but that's story for other time], and then the trend happens and I now have several contacts of several casino staffs. I surely hope it's ok with you?

It's not weird for you to step in, in this forum we do it all the time. What is weird that after you stepped in the casino doesn't take over

We shouldn't need to rely on people like you with personal contact. I also had personal contact with Bitvest before and BJF, but always, we tell them hello, someone needs your attention, they say thank you, and they take it from there. Always. That's how you take care of a customer. Sorry if you feel offended (and you shouldn't be, BC Game should be the one taking offence and responding here

It's always ok for me, it's never ok for the customer to get secondhand messages

But maybe that's just me. Thanks for your reply! I wait to thank BC Game for their reply

[pakito111]

So far nothing, BC has given no sign of life, my account is still locked with over 18 ethereum (around 63k ) inside,

I will start to fill more forums and complains for their departments and Igaming license.

[pakito111]

Still nothing from BC and account still locked?? what is going on, 0 explanations, PLS NO ONE PLAYS ON BC IF YOU WIN BIG THEY WILL BLOCK YOUR MONEY FOR WEEKS, i heard they do that for me to play the balance.

[holydarkness]

Still nothing from BC and account still locked?? what is going on, 0 explanations, PLS NO ONE PLAYS ON BC IF YOU WIN BIG THEY WILL BLOCK YOUR MONEY FOR WEEKS, i heard they do that for me to play the balance.

Hi, so Monday come, let me try to reach them again. Your current situation was that you were previously passed KYC, and then you're locked out again and was told that you're no longer can re-perform KYC? Or was there any other message and/or explanation that follows? Like why you can not do KYC anymore? Error 4001? Anything else you can tell me?

[pakito111]

no they said that i couldnt pass KYC at the start, ( after my big win )
Then they allowed me to pass it somehow and my KYC is now verified,
my withdraws were still locked, i asked support, they told me to wait, and fro no where i couldnt log into the account anymore the day after,

says account verification required but i have 0 news by email or ANYTHING, crazy, appreciate the help a lot thanks

ID 62874989

[pakito111]

No reply from bc, account still locked, no email nothing, over 18 Ethereum in there worth +$60 000

[NaturalBornChillTrader]

Hey pakito i hope this problem will be resolved soon, i was looking for help because it's been more than 15 days that i'm waiting for my verifications to be done (for just 200$), never seen something like that before in the casino industry...

I can't imagine how you feel, but there is no way they don't pay you, stay positive bro you will get there.

[pakito111]

Thanks @NaturalBornChillTrader appreciate it, yes waiting that long is terrible, how long have you been waiting for??

[pakito111]

Still nothing from BC, almost $70,000 locked in there, cant access the account says account verification needed, BBC mail not replying, cant contact support because i cant enter the account,

what is going on? How are players still playing on this site?
Filling a complain to their anjouan Igaming License today.

Account ID 62874989

[BC.Game Support]

Hello paqito111,

As you raised your complaint to Casino.Guru, we will cease from addressing the matter further on the forum and accordingly address and reply to the matter through the dispute mediation platform.

https://casino.guru/bc-game-casino-withdrawal-of-player-s-winnings-has-7

[marbet85]

Hello paqito111,

As you raised your complaint to Casino.Guru, we will cease from addressing the matter further on the forum and accordingly address and reply to the matter through the dispute mediation platform.

https://casino.guru/bc-game-casino-withdrawal-of-player-s-winnings-has-7

Yesterday Specialist wrote on Casino.Guru:

Dear Pakito111,

Thank you for your patience as we reviewed this matter further.

After receiving additional information from the casino, it has been confirmed that multiple accounts are associated with your device or ownership. Please note that this is a violation of the terms and conditions upheld by all online casinos. As such, the casino has acted within its rights to confiscate any winnings and permanently block the account.

Based on this outcome, we will now consider this complaint resolved and proceed to close the case.

If you have any further questions or require clarification, please don't hesitate to contact us.

Best regards,

Nick

So problem was of multiple accounts? They sent you proof of connect or something more which can we also see?

[holydarkness]

Yesterday Specialist wrote on Casino.Guru:

[...]

So problem was of multiple accounts? They sent you proof of connect or something more which can we also see?

I doubt that if the case is a multi-acc, the mediator will send the proof of connection to the counterparty, let alone us so we can also see. Indicator and detection of multi-acc are one algorithm and proof that casinos held close to their heart. And most likely than not, in 99% of the case, in fact, they'll only share with CG's or AG's mediator under the-mediator's-eyes-only, for obvious reason.




With the mediator verified the proof of connection to multi-acc and rule the case as an unjustified accusation, though, should this thread marked as resolved? Since, as always, we consider their findings [especially as we assume they've verify and validate the supporting evidence with some degree of expertise] overrule whatever the forum overseers' opinions are.