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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..

Desde o dia 31/03/2023 estou tentando concluir minha verificação KYC.. Enviei todos os dados solicitados via e-mail e nas opções do site e mesmo assim não obtive resposta..

Já entrei em contato com o suporte várias vezes, mas só pedem para aguardar.. Más ja passaram mais de 40 dias e estou com meu dinheiro bloqueado na conta e a BC.Game finge que nada acontece.. Deixei em anexo alguns prints e estou a disposição para tentar resolver esse problema..

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..

Vi que minha conta estava bloqueada dia 31/03/2023.. Foi quando entrei no chat e eles me informaram que precisava enviar um e-mail com os seguintes dados..

Nome de usuário BCGame

Endereço de e-mail registrado

Transação de Depósito Único (TXID)

Endereço IP comumente usado

Dispositivo comumente usado

Depois que enviei o e-mail com os dados eles me retornaram o email com o formulário kyc..

Completei o formulário como solicitado e no dia 09/04/2023 eles me retornaram outro e-mail solicitando

Comprovante de endereço

Extrato bancário

Comprovante de renda

Entrei no suporte para me informar sobre o Comprovante de endereço, pois moro com minha mãe e a casa é dela, sendo assim o Comprovante de endereço está no nome dela.. Mas fui informado que poderia ser no nome dela, só que eu preciso ser maior de idade, tudo estando correto, enviei novamente os dados..

Dia 14/04/2023 me mandaram um e-mail pedindo desculpas pela demora..

Dia 22/04/2023 chegou outro email..

Regarding your bank statement, can you provide details about transactions above 2,500 BRL? We are requesting this as part of our AML policy.

Peguei os dados de um depósito via pix que fiz para plataforma de 2500 BRL e enviei no e-mail..

Depois disso nao obtive mais respostas por parte d BC.game.. Enviei 2 e-mails com esses dados solicitados acima pois achei q tivesse enviado algo errado, mas mesmo assim continuo sem resposta.. Se enviei algum dado errado ou se faltou algo, a BC.game deveria me informar para que fosse feito a correção do mesmo.. O que não foi feito.. Tenho todos os e-mails como prova de que eu enviei os dados.. Aguardo retorno.. Muito Obrigado..

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..

Provavelmente não irão responder.. É como estão trabalhando ultimamente.. Bloqueando todo mundo alegando verificação kyc... E também não entraram em contato comigo.. Acho que não vou conseguir recuperar minha conta..

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..

Ola.. Recebi o e-mail negando minha verificação KYC por conta do comprovante de endereço/cobrança estar no nome da minha mãe...

Mas como eu disse acima, a casa é dela, por tanto os comprovantes estão no nome dela..

E eu tinha questionado isso com o suporte quando enviei os dados ( Não consigo mais provar pois o histórico de conversas com suporte da BC é sempre apagado )..

E eles me informaram que sim poderia ser no nome da minha mãe, mas eu preciso ser maior de idade para jogar.. Sendo assim enviei..

Agora a questão é? Aceitam ou não o comprovante no nome da minha mãe? Como devo proceder pois como disse eu moro com ela, e a casa é dela, sendo assim os comprovantes vêm no nome dela..

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..

Bom.. Verifiquei e no extrato bancário onde eu tenho conta corrente, não mostram o meu endereço.. Somente na fatura de cartão de crédito, que é via e-mail..

Não enviei nada a bc ainda, pois agora que liberaram para eu fazer a verificação kyc novamente.. E não quero enviar nada errado..

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..

Não anexei pois quando tentei realizar a verificação kyc, me informaram que não aceitavam fatura de cartão de credito..

Mas recentemente, entrei em contato com eles e me informaram que poderia enviar a fatura de cartão de credito..

Só que minha fatura vêm por email, e no site da bc.game onde se coloca os dados de comprovante de residência, só é possível colocar imagens ( png e jpg ), não é possível colocar documentos pdf..

Questionei isso no suporte mas não obtive uma resposta que me ajudasse..

Irei enviar minha fatura para a equipe do Cassino guru avaliar e aguardo a uma resposta da BC.game de como proceder..

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..

Infelizmente não Natalia.. Como disse, apenas entrei em contato com suporte da BC.game recentemente, porém resumidamente, não obtive uma resposta que me ajudasse lá..

A parte de verificação onde coloco os dados de comprovante de endereço, não aceita documentos em pdf, apenas fotos, e como tiro foto de um documento em pdf? O que eu poderia tentar é enviar um screenshot da fatura do meu cartão, mas não sei se o pessoal da BC.game aceitaria..

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

Ola Natalia.

Irei enviar o screenshot do pdf que foi lhe enviado..

Acabei de realizar o envio no site da BC.game.. Agora aguardar a resposta deles se irão aceitar ou não..

Gostaria de saber se poderia lhe enviar via e-mail os dados que eu enviei para o cassino, para que você também pudesse avaliar se fiz algo de errado do seu ponto de vista..

Obrigado

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..

Ola Natalia..

Até o momento não obtive resposta..

No site a informação que tenho é essa, ate o presente momento..

Enviei no seu e-mail, tudo que enviei para o cassino, junto umas screenshot do site, para que possa avaliar se fiz algo errado..

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...

So para atualizar, ainda estou sem resposta por parte do cassino...

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..

Natalia..

Entrei em contato com suporte do cassino, eles me responderam isso, sem nem se quer me dar a chance de explicar meu lado..

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?

Dear Dhiego99,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.