BC.Game Casino - Player's account access blocked, verification delay.

From one moment to the next I have lost access to my account with a large sum inside (I have not claimed ANY bonus, it is all deposit on my own), I have communicated -for the first, second and third time- with support and they ask me I sent an e-mail asking for different information, I did it 3 times during a period of one month, complying with all the required information and there is still no response.

Whenever I try to log in, a sign appears that says "account verification need" or something like that, it doesn't let me change my password or anything.

I have tried to contact the live support and they give me the same answer, to send the e-mail, or some even tell me that they have filed the complaint with the relevant department but there is no solution, it seems that they are playing with my time and my money.

I HAVE BEEN 1 MONTH (yes, a month since the first e-mail I sent them with the requested information) trying to solve this and it seems that the casino staff do not take it seriously.

Hello ramivela092,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. 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 keep in mind that the casino may block your account during the verification process so be sure to forward them all the requested documents in order to finish it as soon as possible.

Looking forward to your answer.

Regards,

Nick

The verification process is "in progress" according to them since May 20, 2023, which would be the first day they asked me to send the first e-mail, if required I can attach evidence.

I understand your point of view, but the casino did not block my account for something related to the "Verification Process" (I am convinced of this, therefore they have my funds held in an account that I cannot access).

- This was after trying to withdraw my funds for the first time, from one moment to the next -it seems to have been done by some autonomous system without any type of human intervention- I no longer had access to my account, when I tried to enter it said that verification was requested and from there I was in contact with the support without having any solution so far.

The last response from support was yesterday (July 15, 2023) expressing what I have already been told 4 times : "I understand your concern and your query is under review".

If you want, I can consult a fifth time and I can guarantee 100% that they will answer the same thing, or a monologue saying that I have to send an email (which I have already sent multiple times).

Greetings

Hello good. Obviously you "casino guru" have not responded anymore 🙂

Hello ramivela092,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Dear ramivela092,

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.

The player can reopen this complaint at any time.