The player from Brazil has an issue with the verification process at a casino. Despite providing the required documents, the account remains unverified. The player reports a lack of communication, both through live support and email. The complaint was rejected because the player didn't respond to our messages and questions.
BC.Game Casino - Player’s account is yet to be verified.
Amount: 200 R$
BC.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Good afternoon, since the 23/06th my account is in kyc security mode and all the necessary documentation has been forwarded, all the procedures required by bcgames support have been carried out and to date my account has not been released.
I wanted to know if any other documents or other procedures are needed to release my account?
I have no response from live support, and not even an email response has been sent to my email for further information as of yet.
Please let me know what's going on! Grateful
Automatic translation:
Public
Public
10 months ago
Dear Vagnerbcshow,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents. I will leave this complaint open and if there is no development within a week, please let us know and we will intervene.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
10 months ago
Dear Vagnerbcshow,
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.
Public
Public
10 months ago
Translation
OK thank you for the attention. I will wait a few more days.
If the problem is not resolved I will contact you thank you very much.
Automatic translation:
Public
Public
10 months ago
Thank you for your reply, Vagnerbcshow. Do I understand correctly that your account still hasn't been verified? Actually, at this point, I believe that casino has had enough time to review your documents.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
Public
Public
10 months ago
Translation
Good morning, so I already sent a photo of my RG identity document, a photo of the front and back was sent and also my selfie holding the document.
And proof of address was also sent in my updated name,
And also username, player id, deposit slip and other app configuration stuff.
Automatic translation:
Public
Public
10 months ago
Translation
I sent this on the 24/06th, then they didn't accept a proof of address because it wasn't in my name.
Then I sent them all the documents again and another proof of address in my name. That's been 4 days ago. I sent it on 03/07 updated. And so far I haven't had an answer.
Automatic translation:
Public
Public
9 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Please disable your AdBlock