BC.Game Casino - La cuenta del jugador fue bloqueada después de la verificación KYC.

On 06-21-2023 I tried to enter my account but it was blocked, the day before I did the KYC verification and tried to make a withdrawal but it was pending approval, they don't want to give me an answer by email

EL día 21-06-2023 intente ingresar a mi cuenta pero estaba bloqueada, el día anterior hice la verificación KYC e intente hacer un retiro pero estaba pendiente de aprobación, no me quieren dar respuesta por correo electrónico

Dear keduvijes,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you were a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Did you contact the casino asking for an explanation? What explanation did you receive?

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,

Tomas

3 days

slots

no bonus

I sent them an email and so far no response

3 dias

tragamonedas

sin bono

les envie correo y hasta el momento no tengo respuesta

Thank you very much, keduvijes, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi keduvijes,

I've reviewed your case, and I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BC.Game Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello,

I can confirm the account Username Kedu211 , email cubamexclientes@gmail.com is open to use normally and has never had any restrictions.

Please can you confirm this is the correct account?

Kind regards ,

BC.GAME

Yes, it should be the correct account.

Dear keduvijes,

Can you please confirm if you can log in to your account?

Thank you.

Kind regards,

Tomas

Dear keduvijes,

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.

Dear all,

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.

Kind regards,

Tomas