BC Game deleted my account with level 44

[shirin1361]

My account was closed on September 25th when I withdrew
After the message to the support, they asked me to send this information
Subject: At-risk account request to unlock

1. BCGame username
2. Registered email address
3. Transaction of a deposit (TXID)
4. Common IP address
5. Conventional device
I wasted no time posting this information
The site responded to me on October 1st and sent me a link to authenticate
I re-sent the same documents that I had already done on the verification site

Confirmation of my liveness was done immediately and they asked me for address confirmation

To confirm the address, according to the documents they said, I sent the electricity and water bill and the bank statement for three months according to the documents of Iran.
But every time it was rejected by the sumsub site without giving a reason
Yesterday my confirmation link was activated again and I did the confirmation
But to my disbelief, the site rejected my confirmation again
In the event that on the sumsub site, my confirmation had a green tick
My host messaged me that I am no longer your host
I sent a message to three supporters on Telegram, but I didn't get any reply, so far no email has been sent to me
My account has balance. If it is weekly or monthly, I would suffer a lot for the progress of my account
But my site has been deleted

I request friends who read my message to guide me
My confirmation photo is on the sumsub website in the link below

https://talkimg.com/images/2024/10/10/8UUmj.jpeg

https://bc.online/bonus#/user/profile/408193
MarMar

[holydarkness]

As much as I appreciate that you finally made your thread so your situation can be addressed more properly, I've explained to you through PM that I've reached to my contact, they've look upon it, and let you know in details what they relied to me.

The reason why you're askes to reperform KYC was because your activities somehow triggered their safety protocol to lock you out in suspicion of hacked account. And for the very same reason, performing KYC through the "conventional" method [the platform] was made unfeasible.

They require you to perform manual verification through email that I've provided to you. Through it and only through it. Even when the platform-verification is somewhat reenabled, it'll give you similar result.

[JollyGood]

Is it possible for you to use the live chat to converse with them in real time rather than via email?

I sent all my documents both via email and via the sumsub link, sumsub approved me, but my account is still closed and the site gave me a rejected email again.

[holydarkness]

As much as I appreciate that you finally made your thread so your situation can be addressed more properly, I've explained to you through PM that I've reached to my contact, they've look upon it, and let you know in details what they relied to me.

The reason why you're askes to reperform KYC was because your activities somehow triggered their safety protocol to lock you out in suspicion of hacked account. And for the very same reason, performing KYC through the "conventional" method [the platform] was made unfeasible.

They require you to perform manual verification through email that I've provided to you. Through it and only through it. Even when the platform-verification is somewhat reenabled, it'll give you similar result.

Do you mean this email?
‏‪support@bc.game‬‏

Yes, have you write to them and what'd they say for a reply?

Is it possible for you to use the live chat to converse with them in real time rather than via email?

I sent all my documents both via email and via the sumsub link, sumsub approved me, but my account is still closed and the site gave me a rejected email again.

No, the only way was to verify through email from the registered email address. OP's account got locked in suspicion of being hacked. Thus any method to verify from the platform account [live chat, KYC page, or other methods that we can think of] made disabled as it'll defeat the purpose as there is a chance the one submitting the data will be the hacker themselves.

They asked him to write through email, as it has a better degree of possibility that the one writing is the real owner. My contact assured me that they'll oversee the process themselves to expedite things as best as they can.

[holydarkness]

Do you mean this email?
‏‪support@bc.game‬‏

Yes, have you write to them and what'd they say for a reply?

I sent my documents many times through the same email I registered on the site


Why don't you believe me?

They did not respond to my emails

I sent every document I had eight times in the last two days
with the same email registered on the site

But I did not receive a single answer

Do you think that if I were a hacker, I would follow up so much?
I am the original owner of my account
with a specific email

Unfortunately, I cannot convey my meaning to you with a translator
I have been really bothered these three weeks
I endure a lot of nervous pressure because of this site
😤😤😤

I'm really tired of all these conversations and sending emails. . I have only one account for six years
I can even send the transaction hash of all my deposits

First, I'm not doubting you, I am inquiring to know yout situation better.

Second, sending eight emails in two days is definitely an overkill of an overkill. If any, it'll just make things difficult. I believe I didn't instruct you to spam their desk. One is enough. I'll rely to my contact that you've sent your email.

Three, you'll need to understand that big platforms receive perhaps hundreds of emails a day, and though the staff I am in contact with said that they'll monitor their inbox to track and expedite your case as best as they can, it doesn't necessarily and directly translate as they'll clear everything in a day or two.

Four, believe me, you've made your frustration loud and clear when you bombard my inbox with messages.

Fifth, and I'll only say this once, this week is kinda very packed for me, way more than usual. I have to rush between places, do heavy liftings [literally], got very few sleep in between that's next to nothing, and attend to cases on the forum from a 6 inch screen, that I do whenever I can, stealing minutes im between events, because when I'm home, I don't even have anything left in me to do much. So, I'll try to give my best to get things done from this tiny screen, but if you feel impatient and that my attempt to get things done is not enough, let me know, and I'll gladly drop this so I can better allocate my time to either focus on this current event I am handling or to other cases on this board

[JollyGood]

I sent more than twenty emails and attached my documents, but none of my emails were answered

Screenshot of live chat and response from support team

Without knowing what is says, it seems you are able to use live chat. You should ask them for an update and why after sending over 20 emails you did not receive a single reply.

They asked him to write through email, as it has a better degree of possibility that the one writing is the real owner. My contact assured me that they'll oversee the process themselves to expedite things as best as they can.

If the verification is not working for him after he uploads the documents and live chat is disabled, then he has no choice except he will have to be patient as they catch up with the emails. If the live chat is working, he should us that until he gets told why his emails were not replied to. Maybe after sending more than 20 mails without reply, he has a right to be concerned.

It is possible BC Game are looking at other things related to the account, until/unless they reply we do not know what is happening.

[holydarkness]

I sent more than twenty emails and attached my documents, but none of my emails were answered

Screenshot of live chat and response from support team


[Image snip]

Without knowing what is says, it seems you are able to use live chat. You should ask them for an update and why after sending over 20 emails you did not receive a single reply.

The screenshot of live chat is about BC telling OP what I've told him, that verification can't be done through the usual way and need to be done through email.

They asked him to write through email, as it has a better degree of possibility that the one writing is the real owner. My contact assured me that they'll oversee the process themselves to expedite things as best as they can.

If the verification is not working for him after he uploads the documents and live chat is disabled, then he has no choice except he will have to be patient as they catch up with the emails. If the live chat is working, he should us that until he gets told why his emails were not replied to. Maybe after sending more than 20 mails without reply, he has a right to be concerned.

It is possible BC Game are looking at other things related to the account, until/unless they reply we do not know what is happening.

The situation with his account, as I was told by my contact, was that he tripped several triggers that activate their anti-hack system. My contact gave me the parameters he tripped over, of which I am sure was only shown to me as a gesture of their trust and intended for my eyes only, so I can't give more info about this.

They asked him to re-perform KYC to be sure that the account is still safely at the hand of the real owner. I believe they're in the middle of processing the information provided to them by OP. I'll poke my contact and ask for an update.

[holydarkness]

I did not manipulate anything at all.. Please explain to me more, what should I do?

Great. If you do everything fair and square, then there's nothing that have to be done from your part aside from patiently waiting. I'll try to reach my contact, see whether they've reviewed your account or if it's still undergoing verification, and [if any] what can be done to expedite things from your side. But I sincerely doubt there is any. The ball is in their court now, and all you should do is wait.

[JollyGood]

I understand about BC Game requiring him to submit KYC again but after more than 20 attempts he should try to explain to the live chat operators about his predicament as it seems like a vicious circle. But that was before your recent post, it is good to know you managed to make contact with the right person at BC Game.

Hopefully the OP will get a definitive answer as soon as possible even though waiting can sometimes be difficult especially when maintaining innocence.

The situation with his account, as I was told by my contact, was that he tripped several triggers that activate their anti-hack system. My contact gave me the parameters he tripped over, of which I am sure was only shown to me as a gesture of their trust and intended for my eyes only, so I can't give more info about this.

They asked him to re-perform KYC to be sure that the account is still safely at the hand of the real owner. I believe they're in the middle of processing the information provided to them by OP. I'll poke my contact and ask for an update.

[holydarkness]

I did the verification😍😍 but I can't log into the account☹️☹️

I see, let me try to reach my contact and see what happened. My guess is, it's a simple interdepartment communication delay, where one team has approved your KYC and deemed everything is good, but the other department that's in charge to lock your account hasn't been notified.

[holydarkness]

I see, let me try to reach my contact and see what happened. My guess is, it's a simple interdepartment communication delay, where one team has approved your KYC and deemed everything is good, but the other department that's in charge to lock your account hasn't been notified.

Thank you very much for your follow up and help

Wait for a couple more hours [if it haven't resolve itself already]. BC told me that it's their standard procedure, to have a 24 hours waiting period for an account to be unlocked after a manual verification. Kindly inform me if 24 hours [add couple more hours just to be safe] has passed since your KYC being approved and you still locked out from your account.

[holydarkness]

Thank you very much. I will wait, as soon as my confirmation is accepted, I am very happy. If manual confirmation is also needed, I have no problem. I will wait until my account is opened

The "manual confirmation" and/or "manual verification" being referred here is what you did by sending them an email to perform KYC. There is no more thing that you need to do at this point.

And since I believe 24 hours [plus some] has passed, I'll appreciate if you can update us with your situation, so I can act accordingly and/or prompt you to lock this thread and mark it as resolved.

[holydarkness]

Thank you very much. I will wait, as soon as my confirmation is accepted, I am very happy. If manual confirmation is also needed, I have no problem. I will wait until my account is opened

The "manual confirmation" and/or "manual verification" being referred here is what you did by sending them an email to perform KYC. There is no more thing that you need to do at this point.

And since I believe 24 hours [plus some] has passed, I'll appreciate if you can update us with your situation, so I can act accordingly and/or prompt you to lock this thread and mark it as resolved.

So far, I have not received any email except the confirmation email
And my account is still blocked
As soon as the account is opened, I will close the issue





A week is really strange but I have to wait
I thought that my confirmation would be done on the sumsub site and my account would be released. I also sent the link of the last deposit

It still gives this error


😞😞

A week is their timeframe to verify your issue, not the time you have to wait after your account got verified to regain access. I was told that it's 24 hours.

Kindly try that again in the morning, and if you still locked out, I'll nudge my contact, again.

[JollyGood]

They still haven't answered my email and my account hasn't been opened yet ☹️☹️

In these situations, waiting is not the easy part. According to your OP this has been going on since 25th September 2024 therefore it has not been a full month yet but it certainly must seem a long time for you. If they had not been in contact with you at all it would have been a cause for concern but at least there is communication between you and them. Having said that, if it has been 23 days since your issue and it has not been resolved after you have submitted documents many times because you still are not allowed to login, there could be more to it.

If they are further investigating your account or even your betting pattern, that could explain the delay but having said that I hope they conclude this matter as soon as possible as you have waited a long time.

My account was closed on September 25th

[holydarkness]

Today, they asked me to send the mobile number registered on the site, and I did
I don't know what other questions they are going to ask
Now I have to wait another week
I feel bad, I feel they are making fun of me




I sent my full number and said the number is for me
I have to wait another week😞

Hmm... I see. Perhaps there is a small misunderstanding between my contact and the security department or whichever department handling the anti-hack system. I was told by my contact that upon clearing KYC, you'll regain your account. I can see that the security department probably trying to say that the KYC was to verify that the account is still in your hand, and now you're entering a phase to secure the account.

I'm still trying to reach my contact. When I can get ahold of them, I'll make sure I mention your case, get them to look into it and perhaps expedite the process so you don't have to wait too long.

[holydarkness]

You embarrassed me with you inordinate kindness
🙏🙏🙏I don't know the reason for all this strictness, I sent all the documents completely

You can "pay me back" by being a bit patient and follow all the procedure they imposed upon you and provide all documents they asked. You can rest assured, though, that casinos as big and reputable as BC will not try to cheat or rob you, so if you do everything by the book, you'll regain access to your account.

[Shishir99]

I am happy to announce that my account has been released after verification

There is some good news! Congratulations to you getting your account back. You had to wait a long time to complete the KYC and get your account back. I was reading this thread from the beginning and ended up with a good message. Please let us know if they have fixed everything or not. Please check your account balance and if you can make deposit and withdrawals and let us know. Once you satisfied that everything is okay now. You can update the thread title by adding Solved. Thanks to holydarkness who has been working hard as a middle man to help the players and the platforms.

[holydarkness]

There is some good news! Congratulations to you getting your account back. You had to wait a long time to complete the KYC and get your account back. I was reading this thread from the beginning and ended up with a good message. Please let us know if they have fixed everything or not. Please check your account balance and if you can make deposit and withdrawals and let us know. Once you satisfied that everything is okay now. You can update the thread title by adding Solved. Thanks to holydarkness who has been working hard as a middle man to help the players and the platforms.

I don't think there will be any other issue like missing balance or inability to withdraw and/or deposit. OP's situation [this time] was BC locking him out in attempt to secure the account from a possible hacked situation. And OP prove the ownership through KYC, with me and my contact working in the background to expedite things and assure the security team that the account is still at the hand of the real owner.

Thus, given they unlocked the account, every feature should work as normal.

OP, please confirm and lock this thread. Otherwise, I'll reach my contact again if some feature is still inaccessible to you.

[Shishir99]

I don't think there will be any other issue like missing balance or inability to withdraw and/or deposit. OP's situation [this time] was BC locking him out in attempt to secure the account from a possible hacked situation. And OP prove the ownership through KYC, with me and my contact working in the background to expedite things and assure the security team that the account is still at the hand of the real owner.

I understand your point. If it was just because of the suspicious activity in OP's account and that was the only reason for blocking it, then yes, he should not have any problem accessing his account and making transactions. But the way OP created the thread and wrote the thread title makes it seem like he was accused of doing something that may violate their casino rules. OP thought his account was deleted, which he wrote in the thread title. We have seen cases where users returned their accounts, but the funds were missing. So, I was wondering if something similar can happen with OP. 

[holydarkness]

Please guide me how to remove or fix this problem

Given your post above saying that everything is correct, I'll assume by "fix this problem" you're referring to marking this thread as resolved and locking it.

You can mark it as resolved by editing the title [from the opening post] and add word "resolved", and the button to lock a thread is at the bottom left of this page.