BC.Game Casino JP - Player’s account access is restricted.

I'm nearly out of funds and now I can't log in.

When I contacted support through chat, they suggested clearing the cache. However, after doing so, it says "Account verification is required," and I still can't log in.

Hello yuppie8023,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino JP. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

On October 18th, when I tried to log in, I got the error "error4101 Your account cannot be logged in at this time. Please contact customer service."

When I contacted them through chat, they asked me to try deleting the cookies, which I did, but

After that, when I try to log in, I get the message "error4001 account authentication required" and I can't log in either way.

KYC has already uploaded my driver's license.

I contacted chat support about this today, but as soon as I asked a question, I was ignored and no response was given.

It was the same a few days ago.

Hello Yuppie8023,

Since the typical verification period of 14 days has now passed, could you please forward the communication between you and the casino to nikolas.b@casino.guru? This will allow us to review the situation before reaching out to them on your behalf.

I look forward to your response.

Best regards,

Nick

@casino.guru

I have sent you the chat history from bcgame.

Thank you very much.

Thank you yuppie8023 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear yuppie8023,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BC.Game Casino JP representative to join this conversation.

Dear BC.Game Casino JP,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello,

The user's account activity has shown very weird logins from multiple IPs and devices. The user needs to prove their identity via email to support@bc.game. Once the identity is verified, the account will be unlocked ASAP.

Best Regards

Panda - BC.GAME

Dear yuppie8023,

Have you been able to submit the requested verification documents?

Thank you for your assistance.

I have sent you a picture of my driver's license so please check it.

I log in from three devices: my iPhone, iPad, and computer (I recently bought a new computer).

I can also access it from home, my family's house, and when I'm out and about, and recently I went camping and accessed it with friends using the free WiFi there.

I have sent multiple emails to inquire about this, but have not received a reply. Do you think that CASINO GURU will need to act as an intermediary to deal with this issue?

Dear yuppie8023,

Have you received any update from the casino regarding your verification process?

No, there is no email.

Dear BC.Game Casino JP,

Would you be able to provide us with the state of the players verification process?

Hello,

According to our records, the user has yet to finish their advance KYC and provide proof of ownership of the account. Our email team has been contacting the user, but so far, there has been no reply. The user has to finish their advanced KYC and also provide the deposit proof, the 0.008 BNB deposit record from 10/16, so we can confirm the account ownership.

Best Regards

Panda - BC.GAME

Dear yuppie8023,

Have you been able to provide the casino with the requested documents?

Dear yuppie8023,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.