BC.Game Casino - Retirada vencedora do jogador bloqueada pelo processo de verificação.

Good evening!

I registered on this site and always logged in normally to play. They never asked for email or phone verification. However, after winning a prize of approximately 340,000 Reais, my account was blocked and they asked for user verification. I sent to the support email all the information they requested, a photo of the document and the player holding a piece of paper with the username, date, and ID written on it. Yet, I haven't received a response since 08/23 when I sent the email. Additionally, I can no longer access my account. I have a photo that I took when I was at a balance of 250,000; after that point, I got up to 340,000 Reais.

Boa noite!

fiz um cadastro nesse site e sempre entrei normalmente para jogar, nunca me pediram verificação de e-mail nem telefone, porém após ganhar um prêmio de aproximadamente 340 mil reais minha conta foi bloqueada e pediram confirmação do usuário. Foi enviado para o e-mail de suporte tudo que pediram , foto do documento é do jogador com um papel escrito usuário , data, e ID porém nunca mais recebi retorno desde 23/08 que enviei o e-mail além disso Não consigo mais entrar na conta. Tenho uma foto Que foi tirada quando estava com o ganho de 250 mil depois disso cheguei a 340,00 mil reais

Dear narketeiras,

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 clarify when exactly you created your casino account? Have you provided any other documents to verify your identity?

Have you accumulated your winnings with or without an active bonus?

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

Dear narketeiras,

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.

Good morning! I don't remember exactly the creation date. At registration they do not ask for any confirmation data, after winning they asked and were sent a photo of the ID, telephone number, and a photo of the holder holding the document plus a password that was requested by the casino. The entire validation process was carried out as requested by the casino.

the gain was not from bonuses, several deposits above 10 thousand reais were made.

Bom dia! Nao lembro exatamente a data de criação. No registro eles não pedem nenhum dado de confirmação , após o ganho pediram e foi enviado foto do RG, telefone , e uma foto do titular segurando o documento mais uma senha que foi solicitada pelo cassino. Foi feito todo processo de validação conforme foi solicitado pelo cassino.

o ganho não foi com bônus , foi realizado vários depósitos acima de 10 mil reais.

Thank you very much for your reply, narketeiras. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc..?

Have you received any clear explanation regarding the blocked account, or was it only closed until verification is complete? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear narketeiras,

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.

Good morning!! Sorry for the delay, I help customers resolve problems and was confirming the information with the player.

The games were slots, I will send all screen recording prints and documents that were sent to the casino to your email. I can no longer access the account, I log in on my cell phone, enter the password and they ask for a verification code that never arrives. I'm looking for a lawyer who can carry out the judicial blockade together with the intermediary responsible for pagsmile.

Bom dia!! Desculpe a demora, eu ajudo clientes a resolver problemas e estava confirmando a informação com o jogador.

Os jogos eram slots, vou enviar para seu e-mail todos os prints gravação de tela e documentos que foram enviados ao cassino. Eu não consigo mais acesso a conta , eu entro pelo celular , coloco a senha e pedem um código de verificação que não chega nunca. Estou atrás de advogado que possa efetuar o bloqueio judicial junto com a intermediadora responsavel pagsmile.

Here is all the information you asked for.

the deposit was made through your friend's account as your parents cannot know that he was playing. There is a print that was taken when the gain was 300 thousand, but after that it reached 340.

the form was filled out correctly and they gave this answer and then they don't answer anymore.

aqui está todas informações que pediram.

o depósito foi feito pela conta do seu amigo pois seus pais não podem saber que ele estava jogando. Tem um print que foi tirado quando o ganho estava em 300 mil , mas depois disso chegou até 340.

o formulário foi preenchido corretamente e eles deram essa resposta e depois não respondem mais.

I apologize, but I don't understand your last message. Did you deposit funds into your friend's casino account? Or was it the other way around and they deposited money into your casino account?

Dear narketeiras,

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.