What Happened
A player from Israel says BC.Game banned their account while they were trying to cash out $230 won after a deposit. According to Casino.guru's summary, the ID check failed again and again, which the player blames on the casino's own system, and support never explained the ban. The player wants another go at KYC and access to the winnings.
How It Developed
- Complaint opened. The player's first message is private; the summary says the ban followed several failed KYC attempts during a $230 withdrawal.
- The player told the mediator they played mostly slots plus some live blackjack. The KYC screen just said no tries were left, and support repeated that.
- The case went to a resolver, who asked BC.Game for its side.
- BC.Game said the account used up the maximum number of KYC attempts and the ID document failed its checks, even with chances to resend it. It said it would send its KYC report to the mediator privately.
- The mediator has answered the casino's private email and is waiting for BC.Game to respond.
Ongoing
BC.Game says the ID document failed its checks too many times; the mediator has replied to its private KYC report and awaits the casino's answer.
What Has (and Hasn't) Helped
Too early to tell. The open question is why the ID document failed every time. If an automatic KYC check keeps failing, ask support in writing which part of the document was rejected before you use up your last attempt, and screenshot each error.