The player's verification was delayed for over a month. We contacted the casino and found out that the name on the proof of address didn't match the name on the player's ID. The player explained that he lived with his mother therefore the bills were on her name, but he offered to provide the bank statement to confirm his address. Finally, the casino agreed to accept credit card invoice, but after the player sent it there was no further progress. We tried to contact the casino again, but it stopped to respond so we closed the complaint as unresolved. 3 months later, the casino repesentative requested to reopen the complaint as they claimed the issue was resolved and the player's account was open and being used. We asked the player to comfirm this information, however, they ignored our messages so the compaint was finally rejected.
BC.Game Casino - The player's verification is delayed.
Amount: 2,562 R$
BC.Game Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Since 03/31/2023 I've been trying to complete my KYC verification.
I've already contacted support several times, but they just ask me to wait. But it's been more than 40 days and I have my money blocked in my account and BC.Game pretends that nothing happens.. I attached some prints and I'm willing to try to solve this problem..
Hello Dhiego99,
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 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
I saw that my account was blocked on 03/31/2023. That's when I entered the chat and they informed me that I needed to send an email with the following data..
BCGame username
Registered email address
Single Deposit Transaction (TXID)
Commonly used IP address
commonly used device
After I sent the email with the data they returned the email with the form kyc..
I completed the form as requested and on 04/09/2023 they sent me another email requesting
Proof of residence
Bank statement
Proof of income
I went to support to find out about the Proof of Address, as I live with my mother and the house is hers, so the Proof of Address is in her name.. But I was informed that it could be in her name, but I need to be of legal age, everything being correct, I sent the data again..
On 04/14/2023 they sent me an email apologizing for the delay..
On 04/22/2023 another email arrived..
Regarding your bank statement, can you provide details about transactions above 2,500 BRL? We are requesting this as part of our AML policy.
I took the data from a deposit via pix that I made for the 2500 BRL platform and sent it by email..
After that, I didn't get any more answers from BC.game.. I sent 2 e-mails with the data requested above because I thought I sent something wrong, but even so, I still don't get a response.. If I sent any wrong data or if something was missing, BC.game should have informed me so that the correction could be made.. Which was not done.. I have all the e-mails as proof that I sent the data.. I await a response.. Thank you very much..
Thank you Dhiego99 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Dhiego99,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear BC.Game Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a lengthy verification of the player's account? Have you received all the documents from the player that are required for account verification?
I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
They probably won't respond.. That's how they're working lately.. Blocking everyone claiming kyc verification... And they haven't contacted me either.. I don't think I'll be able to recover my account..
Hello Dhiego99,
Please can you confirm the registered email of your account?
Dear BC.Game Casino, thank you for the reply. I'll set the timer for you for another week. Hopefully, you can provide us with some more information regarding the player's case in the set timeframe.
Regards,
Natalia
Dear Dhiego,
The name on the proof of address/billing you have provided is different from the ID provided.
Please provide the correct requested document under your name.
A re-submission request has been sent to you.
Best Regards,
BC.GAME
Hi.. I received the email denying my KYC verification due to proof of address/billing being in my mother's name...
But as I said above, the house is hers, so the vouchers are in her name..
And I had questioned this with support when I sent the data ( I can no longer prove it because the history of conversations with BC support is always deleted )..
And they informed me that yes it could be in my mother's name, but I need to be of legal age to play.. So I sent it..
Now the question is? Do you accept or not the voucher in my mother's name? How should I proceed because as I said I live with her, and the house is hers, so the vouchers are in her name..
Dear Dhiego,
You can use a bank statement, or letter from the government or other official source as proof.
Regards,
BC.GAME
Dear BC.Game Casino, thank you for the explanation.
Dear Dhiego, can you please tell us if you can provide the casino with a valid bank statement or any other document to verify your address? Let us know if you already uploaded these papers and if there're any results.
Best regards,
Natalia
Well.. I checked and the bank statement where I have a current account does not show my address.. Only on the credit card bill, which is via email..
I haven't sent anything to bc yet, because now they've released me to do the kyc verification again.. And I don't want to send anything wrong..
Dear Dhiego99, have you already attached the credit card bill with the confirmation of the address? You can also send it to me at natalia.b@casino.guru, so our team can take a look and tell you if it would be sufficient, though, please keep in mind that in the end, only the casino decides if it accepts the documents or not.
Regards,
Natalia
I did not attach it because when I tried to carry out the kyc verification, they informed me that they did not accept credit card invoices..
But recently, I contacted them and they informed me that I could send the credit card bill..
But my invoice comes by email, and on the bc.game website where proof of residence data is placed, it is only possible to place images ( png and jpg ), it is not possible to place pdf documents ..
I questioned this in support but didn't get a response that helped me..
I will send my invoice to the Casino guru team to evaluate and I await a response from BC.game on how to proceed..
Dear Dhiego99, thank you very much for the sent document, it looks legit enough in my opinion. Haven't you received any updates from the casino in the meanwhile?
Dear BC.Game Casino, could you please suggest how the problem with the player's credit bill could be solved? Since it's impossible to upload documents in a PDF format, would you agree if the player printed this document out and made a photograph in good quality to upload it in a JPG format that you require?
Best regards,
Natalia
Unfortunately not Natalia.. As I said, I just contacted BC.game support recently, but in short, I didn't get a response that would help me there..
The verification part where I put the proof of address data, does not accept pdf documents, only photos, and how do I take a photo of a pdf document? What I could try is to send a screenshot of my card statement, but I don't know if the BC.game staff would accept it..
Dear Dhiego99, we'll need to wait for the reply from the casino and see if they agree to accept the document if you print it and make a photo of it.
Hello,
The document can be uploaded simply by taking a screenshot of it in JPG format, or , by scanning the document to JPG format. You can also use online tools to do this.
Please submit the document in the required format via site verification so we can review.
Kind regards,
BC.GAME
Thank you for your clarification, BC.Game Casino.
Dear Dhiego99, please let us know what way you'd like to choose and when you will upload the document in the correct format.
Hello Natalia.
I will send the screenshot of the pdf that was sent to you..
I just sent it on the BC.game website.. Now wait for their response if they will accept it or not..
I would like to know if I could send you via email the data I sent to the casino, so that you could also assess whether I did something wrong from your point of view..
Thanks
Dear Dhiego99, have there been any updates since you submitted the document?
And sure, please feel free to send me any documents if you'd like us to check them as well, my email is natalia.b@casino.guru.
Kind regards,
Natalia
Hi Natalia...
So far I have not received a response..
On the website the information I have is this, until the present moment..
I sent everything I sent to the casino to your email, along with a screenshot of the site, so you can assess whether I did something wrong.. 
Dear BC.Game Casino, can you please check if you received the documents the player has sent to you and if they are being checked? Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Just to update, I still have no response from the casino...
Thank you for the update, Dhiego99. I hope that we'll hear from the casino very soon.
Natalia..
I contacted casino support, they answered me this, without even giving me a chance to explain my side.. 
Dear Dhiego99, as you can see the casino stopped responding to our messages, and without cooperation from its side, we cannot move forward with your case.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
Hi everyone, we’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We've received the following message from the casino:
Dear Natalia,
I can confirm this issue was resolved. The players account is open and being used.
Best regards,
BC.GAME
Dear Dhiego99, can you please confirm that your problem with verification was successfully resolved?
