BC.Game Casino - Acceso a la cuenta del jugador bloqueado, retraso en la verificación.

From one moment to the next I have lost access to my account with a large sum inside (I have not claimed ANY bonus, it is all deposit on my own), I have communicated -for the first, second and third time- with support and they ask me I sent an e-mail asking for different information, I did it 3 times during a period of one month, complying with all the required information and there is still no response.

Whenever I try to log in, a sign appears that says "account verification need" or something like that, it doesn't let me change my password or anything.

I have tried to contact the live support and they give me the same answer, to send the e-mail, or some even tell me that they have filed the complaint with the relevant department but there is no solution, it seems that they are playing with my time and my money.

I HAVE BEEN 1 MONTH (yes, a month since the first e-mail I sent them with the requested information) trying to solve this and it seems that the casino staff do not take it seriously.

De un momento para otro he perdido el acceso a mi cuenta con una suma importante adentro (no he reclamado NINGUN bonus, es todo deposito por mi cuenta), me he comunicado -por primera, segunda y tercera vez- con el soporte y me piden que mande un e-mail pidiendo diferentes datos, lo hice 3 veces durante un periodo de un mes cumpliendo con toda la informacion requerida y aun no hay respuesta.

Siempre que me intento logear aparece un cartel que dice "account verification need" o algo por el estilo, tampoco me deja cambiar la contraseña ni nada.

Me he intentado contactar con el soporte en vivo y me dan la misma respuesta, la de mandar el e-mail, o algunos incluso me dicen que han levantado la queja al departamento revelante pero no hay solucion alguna, pareciera que estan jugando con mi tiempo y mi dinero. 

LLEVO 1 MES (si, un mes desde el primer e-mail que les envie con la informacion solicitada) intentando solucionar esto y pareciera que el staff del casino no se lo tome con seriedad. 

Hello ramivela092,

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 keep in mind that the casino may block your account during the verification process so be sure to forward them all the requested documents in order to finish it as soon as possible.

Looking forward to your answer.

Regards,

Nick

The verification process is "in progress" according to them since May 20, 2023, which would be the first day they asked me to send the first e-mail, if required I can attach evidence.

I understand your point of view, but the casino did not block my account for something related to the "Verification Process" (I am convinced of this, therefore they have my funds held in an account that I cannot access).

- This was after trying to withdraw my funds for the first time, from one moment to the next -it seems to have been done by some autonomous system without any type of human intervention- I no longer had access to my account, when I tried to enter it said that verification was requested and from there I was in contact with the support without having any solution so far.

The last response from support was yesterday (July 15, 2023) expressing what I have already been told 4 times : "I understand your concern and your query is under review".

If you want, I can consult a fifth time and I can guarantee 100% that they will answer the same thing, or a monologue saying that I have to send an email (which I have already sent multiple times).

Greetings

El proceso de verificación está "en curso" según ellos desde el 20 de mayo de 2023 que sería el primer día que me pidieron enviar el primer e-mail, en caso de requerirlo puedo adjuntar evidencias.

Entiendo su punto de vista, pero el casino no bloqueó mi cuenta por algo relacionado al "Proceso de verificación" (estoy convencido de ello, por ende tienen mis fondos retenidos en una cuenta a la cual no puedo acceder).

- Esto fue luego de intentar retirar mis fondos por primera vez, de un momento hacia otro -pareciera hecho por algún sistema autónomo sin ningún tipo de intervencion humana- ya no tenía acceso a mi cuenta, cuando intentaba ingresar decía que se pedía verificación y desde ahí estuve en contacto con el soporte sin tener solución alguna hasta el momento.

La última respuesta del soporte fue ayer (15 de julio de 2023) expresando lo que ya me han dicho 4 veces : "Entiendo su preocupación y su consulta está en revisión".

Si quieren puedo consultar una quinta vez y puedo asegurar al 100% que responderán lo mismo, o un monólogo diciendo que tengo que enviar un email (el cual ya he enviado en múltiples ocasiones)

Saludos

Hello good. Obviously you "casino guru" have not responded anymore 🙂

Buenas. Evidentemente ustedes "casino gurú" no han respondido más 🙂

Hello ramivela092,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Dear ramivela092,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.