BC.Game Casino - La cuenta del jugador enfrenta problemas de verificación.

I have 25 VIP level in this office

after I made a bet on a yellow card in a La Liga match, the score was sent for full verification (as they said in the chat, the bet was returned because I made it at the moment of a goal and this affects the course of events)

even though this is nonsense, let's skip this point

I tried to send the necessary documents through the site but my internal passport was not accepted. Then I sent my international passport and bank statement and saw the message "Verification failed" which can be seen on the screenshot

I contacted the chat on the website and they told me to write to the email , the following data

Subject: KYC Blocklist - Request to Withdraw Remaining Funds

1. Username BCGame

2. Registered email address

3. One transaction to top up an account (TXID)

4. Frequently used IP address

5. Frequently used device

But when I send a letter to this email address, I receive a notification from the Google team the following notification

"5.2.2 < >: Recipient address rejected: quota exceeded"

which I also showed in the screenshot

The support service can't help with anything except saying "try again in a few hours"

Please help me understand this situation

имею 25 вип уровень в данной конторе

после того как сделал ставку на жк в матче ла лиги счет был отправлен на полную верификацию (как сказали в чате ставка была возвращена потому что я сделал ее в момент гола а это влияет на ход развитий событий)

хоть это и бред но упустим этот момент

я попытался отправить необходимые документы через сайт но мой внутренний паспорт не был принят . затем я отправил загран паспорт и выписку по банк счету и уввидел надпись"Верификация не удалась" что видно на скрине

обратился в чат на сайте там сказали написать на почту  support@bc.game, следующие данные

Тема: Блок-лист KYC - Запрос на вывод оставшихся средств

1. Имя пользователя BCGame

2. Зарегистрированный адрес электронной почты

3. Одна транзакция по пополнению счета (TXID)

4. Часто используемый IP-адрес

5. Часто используемое устройство

Но при отправке письма на данный эл адрес я получаю уведомление от команды гугл следующее уведомление

"5.2.2 <support@bc.game>: Адрес получателя отклонен: превышена квота"

что я также показал на скриншоте

служба поддержки ничем помочь не может кроме того что сказали "попытайтесь через несколько часов"

прошу помочь разобраться в данной ситуации

Dear troxxa,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please let me know if you received any explanation from the casino as to why your passport was not accepted during the KYC process? It's also important to confirm whether you submitted the document on time and in the correct format.

Additionally, have you tried resending the email requested by the casino? The recipient’s inbox may be full, which may be why the email wasn’t received. If you haven’t already, I would recommend trying again once they’ve cleared up the necessary space.

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

Best regards

Veronika

I didn't get any explanation from support. They just say that the possibility of re-kyc is blocked for you. The reason is not disclosed.

Naturally, I have tried to send the letter many times already, to no avail.

Никаких объяснений от поддержки я не получил. Они так и говорят,что для вас заблокирована возможность повторной kyc. Причина не раскрывается.

Естественно,я пытался отправить письмо уже много раз, безрезультатно

Since several days have now passed, could you please specify if you were able to send the requested email to the casino?

Please forward me all the relevant communication between you and the casino customer support regarding your problem at veronika.f@casino.guru. Kindly include the documents that you sent to the casino for verification as well.

Thank you for your patience and cooperation.

Hello,

The account is already normal after the user completed the KYC. Let us know if there is anything else we can assist you with?

Best Regards

BC.GAME

Dear troxxa,

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.

Account verified

Аккаунт верифицирован

Dear troxxa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru