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They closed my account and it remains in verification, nobody responds to emails, nor claims to live support, they left me $5,000 usd blocked without being able to enter, with more than 200 usd in bonus

Me cerraron la cuenta y quedo en verificacion nadie responde mails, ni los reclamos a los soportes en vivo , me dejaron $5.000 usd bloqueados sin poder ingresar, con mas de 200 usd en bonus

Dear kiki2584,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you accumulated your balance with or without an active bonus? Do I understand correctly that your account was blocked during the verification process?

Which games did you focus on while playing at this casino - slots, live casino, sports betting, etc.?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I was playing a live game, and out of nowhere the account was closed and I was blocked, I accumulated it in profit, it had been loading more than 200 dollars, I was winning and suddenly it was closed, yesterday the support people contacted By mail, they made me fill out a form, I'm waiting but it's been 11 days.

Buenas, estaba jugando un juego en vivo, y de la nada se cerro la cuenta y quedo bloqueada, lo acumule en ganancia , venia cargando mas de 200 dolares, estaba ganando y de repente se cerro, ayer se puso en contacto la gente de soporte por via mail , me hicieron rellenar una planilla, estoy a la espera pero van 11 dias.

I still have no answers from the verification, they sent me an email to fill out a form... I'm still waiting... everything is too slow

Sigo sin respuestas por parte de la verificacion me enviaron un correo para que complete un formulario...sigo a la espera...demasiado lento todo

Thank you very much for your reply, kiki2584. 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?

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.

I sent twice already all the requested documentation..identr

Envié dos veces ya toda la documentación solicitada..identr

I sent photo identification twice and everything they requested. It's been 17 days since what happened and I'm still waiting with the hope that they will return my account and praying that my balance is intact as well as all the pertinent bonuses

Envié dos veces ya identificación fotos todo lo que solicitaron ..van 17dias desde lo sucedido y sigo a la espera con la esperanza que me devuelvan la cuenta y rogando que este mi saldo intacto como todos los bonus pertinentes

It's been 19 nine days, I still have no answers as to why they blocked my account, why they took over my balance, I requested that they transfer me at least the same, it's really a shame, they don't tell me why they left my account in verification I don't understand it, on the platform I uploaded my identification as well as a service invoice, I had 2fas auth active, how difficult would it be to verify, I already completed the form they sent me for verification twice, one week from the last email received by part of the casino support, but still can't log into the account.

van 19 nueve dias,sigo sin respuestas de por que me bloquearon la cuenta, de por que se adueñaron de mi saldo, solicite que me transfieran al menos el mismo, la verdad una verguenza, no me dicen por que me dejaron en verificacion la cuenta, no lo entiendo, en la plataforma subi mi identificacion asi como una factura de servicios, tenia 2fas auth activo , que tan dificil seria verificar, ya complete dos veces el formulario que me envian para la verificacion, una semana desde el ultimo mail recibido por parte del soporte del casino, pero sigo sin poder ingresar a la cuenta.

I already sent everything you requested as I said twice before

*BCGame username

*Registered email address

*Single Deposit Transaction (TXID)

*Commonly used IP address

*commonly used device

*Photos, posters, selfie everything they requested

but they still do not respond or validate the account, they have me waiting, nobody is responsible or they give a viable resolution time

ya envie todo lo que solicitaron como dije anteriormente dos veces

*Nombre de usuario de BCGame

*Dirección de correo electrónico registrado

*Transacción de depósito único (TXID)

*Dirección IP de uso común

*dispositivo de uso común

*Fotos, carteles, selfie todo lo que solicitaron

pero siguen sin responder o validar la cuenta, me tienen a la espera , nadie se hace responsable o dan un tiempo de resolucion viable

I have sent an email again and they no longer respond to me or the online supports of the casino, leaving me waiting

he vuelto a enviar un correo ya no me responden ni los soportes en linea del casino, dejandome en espera

Thank you very much, kiki2584, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you kiki2584 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help.

Thank you!

Kristina, Peter Thank you, the truth is, I find myself somewhat annoyed by the delay in solving this inconvenience, the truth is that they have me going around without a solution or explanation to the case.

Kristina, Peter Gracias, la verdad si, me encuentro la verdad algo molesto por la demora de la solucion de este inconveniente, la verdad me tienen dando vueltas sin una solucion o explicacion al caso.

I am attaching information, my VIP host does not give me answers either, at least why they left my account in verification and why it takes 25 days..

Adjunto informacion, mi host vip tampoco me da respuestas de al menos por que dejaron mi cuenta en verificacion y por que la misma se demora ya 25 dias..

I am seeing that the casino responded to several newer complaints to mine... verification takes so long... in which everything requested was sent twice... to complete it, I already had my identification uploaded on the platform as well as service invoices to my name?...all very strange...very shady...it's being commented on in various forums and groups that close high level accounts. .nonsense ..giving improbable excuses ..what kind of company takes almost a month to verify ....it is taking you as a joke ..

Estoy viendo que el casino respondió varias quejas más nuevas a la mía..tanto tiempo demora una verificación..en la cual se envió todo lo solicitado dos veces..que para completar ya tenía cargado en la plataforma mi identificación como facturas de servicios a mi nombre?...todo muy raro..muy turbio ..se anda comentando en varios foros y grupos que se cierran cuenta de niveles altos. .sin sentido ..dando excusas inverosímiles..que clase de empresa tarda en verificar casi un mes ....es tomarte en broma..

They communicated again for the third time, invalidating KYC data as erroneous. I don't know how to take photos of both my identification and the selfie they request, I hope it will be the last time they reject the validation

I say again that I uploaded my identification to the platform.

Se volvio a comunicar por tercera ves invalidando datos KYC como erroneos no se como ya sacarme las fotos tanto de mi identificacion como de la selfie que solicitan espero sea la ultima ves que rechazan la validacion

vuelvo a decir que mi identificacion la subi a la plataforma.

Hello Kiki ,

Yes I can see we are still waiting for the correct information from you. Please provide the requested details at your earliest convenience.

Regards ,

BC.GAME

Everything they requested was resent for the third time. Correctly every time... you want me to send you photos of how man came into the world, do I do it? I don't know how they really want if they all reject... I report again my ID was uploaded to the platform

Se volvió a enviar por tercera vez todo lo que solicitaron. En todas las veces correctamente..consulta quieren que les envía fotos como el hombre vino al mundo lo hago? Ya no se cómo realmente quieren si todas rechazan..informo nuevamente mi identificación estaba subida a la plataforma

Dear, for the third time I fill out the form, please also send the same information by email, outside the form that I requested, what else do you want?

Estimados por tercera ves relleno el formulario, favor tambien por mails mande los mismos datos, fuera de la planilla que solicitaro que mas quieren?, esta en esta pagina los mails enviados con lo solicitado , pero bueno volvio a enviar , espero una pronta resolucion

So that this does not continue to prolong, I see that I get another excuse attached to this claim with the verification data that they request, because every time they come out saying that something is wrong. I hope they stop going around and return the account as the balance on it. Just in case, I remind you of the email with which I registered on the page -removed email address-, it is my email since 2004, as you can see, I no longer want excuses from you, I sent the other information by email, as well as the form , as I said before, I already completed it 3 times in a row (that is, all the times they requested it) and in all of them I waited more than two weeks for them to respond, they are a disaster, I think this is a bad joke, more than 31 days with the account in verification. I hope a quick solution. Regards

con el fin de que no se siga prolongando esto, ya veo que me salen con otra excusa adjunto en este reclamo los datos de verificacion que solicitan, por que todas las veces salen diciendo que algo esta mal . Espero que ya dejen de dar vueltas y devuelvan la cuenta como el saldo en ella. Por las dudas les recuerdo el correo con el que me registre en la pagina -removed email adress- ,es mi mail desde el 2004 , como veran ya no quiero excusas de su parte, los demas datos los envie por mail, como asi la planilla , como lo dije anteriormente ya la complete 3 veces seguidas (es decir todas las veces que la solicitaron)y en todas esperando mas de dos semanas para que respondan, Son un desastre, pienso que esto es una broma de mal gusto, mas de 31 dias con la cuenta en verificacion. Espero una pronta solucion.Saludos

Dear BC.Game Casino, will this be sufficient for passing the verification check, please let us know.

Thank you in advance!

As expected, they do the same thing that they have been doing for 32 days, they reject the tests that I send and that they request by mail, I will send the data again, I will upload everything again to this platform but I already see a bad predisposition on the part of the casino as of the support.

Como era de esperarse de nuevo hacen lo mismo que vienen realizando desde hace 32 dias rechazan las pruebas que envio y que solicitan por mail, Volvere a enviar los datos subire todo de nuevo a esta plataforma pero ya veo una mala predisposicion por parte del casino como del soporte.

I attach all the new information past

For the fourth time... I don't know what else they want.

adjunto toda la informacion nueva pasada

, por cuarta ves ...no se que mas quieren.

Well, I don't know what else or in what conditions you want the selfie, I hope for a correct resolution, send an email again with the requested attachments, so that you can see the bad predisposition of the casino, respond to the last email sent on 06/04/23, all previous emails? what happened?, all the others? All the forms filled out for KYC verification? The truth is, everything is very embarrassing, a shame... the casino never gave me any trouble until now... unfortunate

bien ya no se que mas o en que condiciones quieren la selfie, espero una resolucion correcta, envia mail nuevamente con los datos adjuntos solicitados , para que vean la mala predisposicion del casino responde el ultimo mail enviado el 04/06/23 , todos los mails anteriores? que paso?, todas los demas? todas las planillas rellenadas de verificacion KYC?, la verdad muy vergonzoso todo,una pena..nunca me dio dramas el casino hasta ahora...lamentable

Dear all, with great emotion I note that they re-enabled my account, it took 33 days...thank you, the bad thing left me at zero all the bonuses I had...but hey...the important thing is to feel satisfied to be able to use it as I've always been doing it... Thanks again. PETER PLEASE CLOSE THE COMPLAINT WITH SOLVED... THANK YOU ALSO SO MUCH

Estimados con gran emocion observo que volvieron a habilitar mi cuenta, demoro 33 dias...gracias, lo malo me dejaron en cero todos los bonus que tenia...pero bueno...lo importante es sentirme satisfecho de poder usar la misma como lo venia haciendo siempre... Gracias nuevamente. PETER FAVOR DE CERRAR AL RECLAMO CON SOLUCIONADO...DESDE YA MUCHAS GRACIAS A TI TAMBIEN

Dear kiki2584,

I can confirm verification has been successfully completed and approved.

Best regards,

BC.GAME

Dear kiki2584,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter