BC.Game Casino - Das Konto des Spielers muss noch überprüft werden.

Good afternoon, since the 23/06th my account is in kyc security mode and all the necessary documentation has been forwarded, all the procedures required by bcgames support have been carried out and to date my account has not been released.

I wanted to know if any other documents or other procedures are needed to release my account?

I have no response from live support, and not even an email response has been sent to my email for further information as of yet.

Please let me know what's going on! Grateful

Boa tarde desde o dia 23/06 a minha conta encontra-se em modo de segurança kyc e foi encaminhado todas as documentações necessárias, realizado todos os procedimentos exigidos pelo suporte da bcgames e até o presente momento não foi realizado a liberação da minha conta.

Queria saber se é necessário mais algum documento ou algum outro procedimento para estar realizando a liberação da minha conta? 

Estou sem resposta do suporte ao vivo, e nem uma resposta por e-mail foi enviada ao meu e-mail para mais informações até o momento. 

Pesso que me informem sobre o que está acontecendo! Grato

Dear Vagnerbcshow,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents. I will leave this complaint open and if there is no development within a week, please let us know and we will intervene.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear Vagnerbcshow,

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.

OK thank you for the attention. I will wait a few more days.

If the problem is not resolved I will contact you thank you very much.

Ok, obrigado pela atenção. Irei aguardar mais alguns dias.

Se o problema não for resolvido entrarei em contato com vc muito obrigado.

Thank you for your reply, Vagnerbcshow. Do I understand correctly that your account still hasn't been verified? Actually, at this point, I believe that casino has had enough time to review your documents.

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?

Good morning, so I already sent a photo of my RG identity document, a photo of the front and back was sent and also my selfie holding the document.

And proof of address was also sent in my updated name,

And also username, player id, deposit slip and other app configuration stuff.

Bom dia , então eu já mandei foto do meu documento de identidade RG, foi mandado a foto da frente e do verso e também a minha selfie segurando o documento.

E também foi mandado o comprovante de endereço em meu nome atualizado,

E também nome de usuário, id de jogador, comprovante de depósito e outras coisas de configuração do app.

I sent this on the 24/06th, then they didn't accept a proof of address because it wasn't in my name.

Then I sent them all the documents again and another proof of address in my name. That's been 4 days ago. I sent it on 03/07 updated. And so far I haven't had an answer.

Isso mandei no dia 24/06 aí não aceitaram um comprovante de endereço porque não estava no meu nome.

Ai mandei novamente pra eles todos os documentos e um outro comprovante de endereço em meu nome. Isso já faz 4 dias. Mandei dia 03/07 atualizado. E até o momento não tive resposta.

Could you 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.

Dear Vagnerbcshow,

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.