MYBC.game Casino - Игрок считает, что вывод его средств задерживается.

Hello —

I’m experiencing the exact same issue with mybc.game that user Lola76 described in their post/complaint:

• Signed up and got free no deposit 50 spins; I also qualified for two other free spin bonuses for following their social medias or something like that.

• After completing the initial playthrough requirement for the 50 spins, I was unable to withdraw bc they actually combined all three free bonuses which resulted in a much higher playthrough requirement being placed before I could withdraw, which sucked, but admittedly I could at least understand the logic. Ultimately I successfully completed the updated/increased playthrough and proceeded to request withdrawal.

• They made me verify my identity for the SECOND time before they would even process the request; in their guidelines they state such verification is reserved for withdrawals of $2K or more (my request was $161) and I had already successfully verified once so I found it odd to have to do again, but I’m a new player so I complied, and once again successfully verified everything they asked for without issue, at which point I submitted my withdrawal request.

• Hours went by with no update or progress; I’d chat them and was continually told they had to manually verify the request (despite me already successfully verifying TWICE).

• I reached out to both of their contact emails, their IG, and even X (Twitter) with zero response over the course of 2 days.

• I logged in a few hours ago and saw that my withdrawal request had been denied (zero explanation or communication as to why), and they reissued it as a "bonus" that has a 30x ($4900) playthrough.

• The rep I spoke w/ via chat (not even sure it’s an actual person) was useless, promising to "escalate the matter" and that they’d be in touch which I’m absolutely positive they won’t be based on their track record.

• Attached is a SS of their no-deposit bonus payout terms, specifically you’ll notice it states they reserve the right to LIMIT withdrawals won, with a stated maximum withdrawal amount of $200 (which my request of $160 doesn’t exceed); the only scenarios where they can completely void winnings are fraud and/or multiple accounts, neither of which apply to me.

• Obtaining the money I rightfully and legitimately won is my primary goal, but it’s also now a matter of principle since they’re acting is such bad faith, so please I could really use your assistance in righting this wrong.

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Dear Evan2211,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Evan2211,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Evan2211,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru