BC game KYC failed after withdrawing money ( SOLVED )

[mikaela13]

Hello this is my first time here. The situation is that i like to gamble on esports and made couple bets, after winning certain amount of money i went to casino and slots paid me as well. When i tried to withdraw my money they asked me to complete KYC. I gathered all the needed documents and started completing KYC. After processing through KYC i got an error and message that "Verification failed". I checked my email and saw a letter:
Update regarding your KYC verification
Hello my username
We regret to inform you that after reviewing, your KYC verification has not been approved. Unfortunately, resubmission is not an option at this time.
While we understand this news is disappointing, our priority is platform security. For concerns or questions, contact Customer Service.
Thank you for your understanding. Though KYC wasn't approved, we hope you'll still find value in our other services.

So my 7800 usdt locked there and i can't reach live support as well to clarify the reason of declining it. I am living in Ukraine and all of my documents are original and met requirements.

Account ID 66050148

Would be glad for any help about my case

[holydarkness]

Hello this is my first time here. The situation is that i like to gamble on esports and made couple bets, after winning certain amount of money i went to casino and slots paid me as well. When i tried to withdraw my money they asked me to complete KYC. I gathered all the needed documents and started completing KYC. After processing through KYC i got an error and message that "Verification failed". I checked my email and saw a letter:
Update regarding your KYC verification
Hello my username
We regret to inform you that after reviewing, your KYC verification has not been approved. Unfortunately, resubmission is not an option at this time.
While we understand this news is disappointing, our priority is platform security. For concerns or questions, contact Customer Service.
Thank you for your understanding. Though KYC wasn't approved, we hope you'll still find value in our other services.

So my 7800 usdt locked there and i can't reach live support as well to clarify the reason of declining it. I am living in Ukraine and all of my documents are original and met requirements.

Account ID 66050148

Would be glad for any help about my case

I got your message in my inbox and this shall serve as a reply to that PM too.

Is it possible to perhaps provide a screenshot of that email instead of a pasted text here? Feel free to cover your username. That said, I'll try to reach my contact and see if we can have a time today to talk about your situation [and others] so we can get a better understanding why they lock you out.

Please hold a little while I crawl through other cases.

[mikaela13]

Hello this is my first time here. The situation is that i like to gamble on esports and made couple bets, after winning certain amount of money i went to casino and slots paid me as well. When i tried to withdraw my money they asked me to complete KYC. I gathered all the needed documents and started completing KYC. After processing through KYC i got an error and message that "Verification failed". I checked my email and saw a letter:
Update regarding your KYC verification
Hello my username
We regret to inform you that after reviewing, your KYC verification has not been approved. Unfortunately, resubmission is not an option at this time.
While we understand this news is disappointing, our priority is platform security. For concerns or questions, contact Customer Service.
Thank you for your understanding. Though KYC wasn't approved, we hope you'll still find value in our other services.

So my 7800 usdt locked there and i can't reach live support as well to clarify the reason of declining it. I am living in Ukraine and all of my documents are original and met requirements.

Account ID 66050148

Would be glad for any help about my case

I got your message in my inbox and this shall serve as a reply to that PM too.

Is it possible to perhaps provide a screenshot of that email instead of a pasted text here? Feel free to cover your username. That said, I'll try to reach my contact and see if we can have a time today to talk about your situation [and others] so we can get a better understanding why they lock you out.

Please hold a little while I crawl through other cases.

So the screenshot as you asked : https://snipboard.io/80yY7q.jpg

I completed KYC twice and a woman from support told me this: https://snipboard.io/CPDYze.jpg

I just took photos of my id card and it weren't a screenshoots as she told.

[mikaela13]

So i tried to complete KYC 2 times with different photo of my id card tried even with my 2 phones. But still i got verification failed

[Shishir99]

What a situation. I played on their platform and won something, I wanted to withdraw but they asked for KYC. I submitted my KYC and they did not approve it, they are not letting me submit it again and support is not available for me. LOL. It's like, I entered a hotel and kept all my valuable devices, and documents in my hotel room. They gave me a key to my room which is not working Now, and they asked for my documents which are in my hotel room. Now they kicked me out and locked the door and there is no way to contact them.

What kind of business they are running here? I heard they improved a lot, which is not true. I wonder how many percentages of victims come to this forum. Probably less than ten percent. The rest victims have no way but to give up. I cannot imagine myself in such a situation.

[Eternad]

So i tried to complete KYC 2 times with different photo of my id card tried even with my 2 phones. But still i got verification failed

On your last screenshot sent I thought another verification attempt is not possible? Is there any changes with their decision? Also, do you try to ask them for the reason of denied to the documents that you submit to them.

It’s odd because it’s very quick to verify my account when I complete the KYC verification while you are having a hard time just by doing the simple verification.

@holydarkness can help you with this since he has connections with different casino representatives that can look on your case.

[mikaela13]

So i tried to complete KYC 2 times with different photo of my id card tried even with my 2 phones. But still i got verification failed

On your last screenshot sent I thought another verification attempt is not possible? Is there any changes with their decision? Also, do you try to ask them for the reason of denied to the documents that you submit to them.

It’s odd because it’s very quick to verify my account when I complete the KYC verification while you are having a hard time just by doing the simple verification.

@holydarkness can help you with this since he has connections with different casino representatives that can look on your case.

After 1st KYC failure i messaged live support, i was waiting for like an hour and then woman from support told me that i need to make a clear photo of my documents and try again. So i tried and failed again. The reason was need clear photo but i don't think that i can't make a good photo for KYC.

[Eternad]

So i tried to complete KYC 2 times with different photo of my id card tried even with my 2 phones. But still i got verification failed

On your last screenshot sent I thought another verification attempt is not possible? Is there any changes with their decision? Also, do you try to ask them for the reason of denied to the documents that you submit to them.

It’s odd because it’s very quick to verify my account when I complete the KYC verification while you are having a hard time just by doing the simple verification.

@holydarkness can help you with this since he has connections with different casino representatives that can look on your case.

After 1st KYC failure i messaged live support, i was waiting for like an hour and then woman from support told me that i need to make a clear photo of my documents and try again. So i tried and failed again. The reason was need clear photo but i don't think that i can't make a good photo for KYC.

Is this your first time to do KYC? I think you should try using camscanner app to enhance your ID quality and remove glare and other impurities that cause poor image quality. I’m not how bad the quality you are submitting but I doubt that you have a device with poor camera quality considering the amount that you gamble.

If the quality is only the problem then I think your issue is in you and not with BC. KYC verification requires high quality image of ID to check the authenticity of your documents properly.

[mikaela13]

So i tried to complete KYC 2 times with different photo of my id card tried even with my 2 phones. But still i got verification failed

On your last screenshot sent I thought another verification attempt is not possible? Is there any changes with their decision? Also, do you try to ask them for the reason of denied to the documents that you submit to them.

It’s odd because it’s very quick to verify my account when I complete the KYC verification while you are having a hard time just by doing the simple verification.

@holydarkness can help you with this since he has connections with different casino representatives that can look on your case.

After 1st KYC failure i messaged live support, i was waiting for like an hour and then woman from support told me that i need to make a clear photo of my documents and try again. So i tried and failed again. The reason was need clear photo but i don't think that i can't make a good photo for KYC.

Is this your first time to do KYC? I think you should try using camscanner app to enhance your ID quality and remove glare and other impurities that cause poor image quality. I’m not how bad the quality you are submitting but I doubt that you have a device with poor camera quality considering the amount that you gamble.

If the quality is only the problem then I think your issue is in you and not with BC. KYC verification requires high quality image of ID to check the authenticity of your documents properly.

I do not think that it is bad on my behalf i took photos on my iphone and i managed to pass KYC on binance for example, I really do not think that it is my bad.

[Eternad]

I do not think that it is bad on my behalf i took photos on my iphone and i managed to pass KYC on binance for example, I really do not think that it is my bad.

I see, your previous comment gives me the impression that you can’t submit a good quality of picture for your ID.

It’s just confusing that BC.game will keep rejecting your KYC submission with this same reason of poor image quality while you successfully complete a Binance KYC which is much needed to submit higher quality image since their KYC is automated.

Also, reading the first response of BC support regarding your KYC denied is strange too.

Nevertheless, let’s see if we can summon here BC support as he is the one that can check your documents quality.

[mikaela13]

I do not think that it is bad on my behalf i took photos on my iphone and i managed to pass KYC on binance for example, I really do not think that it is my bad.

I see, your previous comment gives me the impression that you can’t submit a good quality of picture for your ID.

It’s just confusing that BC.game will keep rejecting your KYC submission with this same reason of poor image quality while you successfully complete a Binance KYC which is much needed to submit higher quality image since their KYC is automated.

Also, reading the first response of BC support regarding your KYC denied is strange too.

Nevertheless, let’s see if we can summon here BC support as he is the one that can check your documents quality.

If BC support come here i can provide all the needed information etc. Because i didn't do anything wrong

[holydarkness]

Hi, this [again] also serve as a reply to your PM to me. My advise for now is to sit still. I am in touch with one of my contact on BC right now and we're tackling one issue at a time. Unfortunately, you're in a queue. I'll get them to look into your situation after they look into the two I currently gave them, while periodically pinging my usual contact so I can get as many help as I can to clear these cases that start to piling up

[mikaela13]

Hi, this [again] also serve as a reply to your PM to me. My advise for now is to sit still. I am in touch with one of my contact on BC right now and we're tackling one issue at a time. Unfortunately, you're in a queue. I'll get them to look into your situation after they look into the two I currently gave them, while periodically pinging my usual contact so I can get as many help as I can to clear these cases that start to piling up

Okay got it, waiting for your reply

[BC.Game Support]

Hello mikaela13,

Consulting with our compliance department, your KYC was rejected because our system detect an AI tampering during the selfie phase. We have the KYC process reopened for you.

If you accidentally have some filter effects turned on during the selfie phase and perhaps did some edits before submitting the data to our system, we would advise you to refrain from doing it on the next KYC attempt as it can lead to the process as being rejected.

[mikaela13]

Hello mikaela13,

Consulting with our compliance department, your KYC was rejected because our system detect an AI tampering during the selfie phase. We have the KYC process reopened for you.

If you accidentally have some filter effects turned on during the selfie phase and perhaps did some edits before submitting the data to our system, we would advise you to refrain from doing it on the next KYC attempt as it can lead to the process as being rejected.

Thanks for clarifying my problem, I tried with my phone camera instead of macbook for live check and it worked. Thank you again, waiting for withdraw option. Will update every day
https://snipboard.io/i1j5Ax.jpg

[mikaela13]

Posting update, big thanks to hollydarkness for helping me, I wish people could know that they do wrong in KYC procedure without making such threads. Will mark thread as solved