BGO Casino - Player’s struggling to complete KYC verification.

bgo is withholding my earnings, with the excuse that they can not verify me, I already sent them the photo of my passport and my bank statement in PDF as requested, they frozen my account on June 23, in the chat they do not help me, They close my help chat without even saying goodbye, I am very angry with this casino

Dear Zakariae,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino? Did you provide the documents in a sufficient quality?

Additionally, please, forward any relevant communication to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

hello kristina, the casino after 1 month the only thing it says is that they could not verify me but I sent them a photo of my passport, another selfie holding the passport with my hands and a bank statement from a short time ago, also in the chat help don't help you

they send me this

Thank you very much Zakariae for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Zakariae,

I looked at your complaint and will do my best to help you. I would like to invite BGO Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Hello Zakariae,

BGO casino states that they were unable to verify your account from the provided documents and we were unable to obtain further details at this stage. Since you feel unhappy with this decision, we invite you to open a dispute with their Alternative Dispute Resolution provided as to further look into this issue. We will continue monitoring the situation until a resolution is provided by yourself or BGO.

Dear Zakariae,

is there any progress in your situation? Did you contact ADR?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.