The violation was not of our terms and conditions. This decision was made by a third party risk management team. We ultimately decided that we don't always agree with other platforms terms of use. Since a player was affected by this through our platform, we felt it was the right thing to do. We are able to learn and change so this type of situation will not happen again.
Wasn't the initial problem that OP raised is a KYC situation? OP tripped over a KYC trigger, which I assume --based on your explanation-- was triggered by a third party risk management team, and when he tried to submit the documents, he can't do it because there is no button to submit them?
Exactly. I was going to ask them the same issue. The support of the Bc game never told the user if they had flagged anything. The main problem was OP was unable to submit his document, and the support was not helping him to submit his documents. If he violated any Terms of usage/conditions, it's another thing to discuss. But, when a user cannot submit his documents because there was no button to upload, it was either a glitch or BC game turned off the uploading for him.
Since the issue was solved, OP should change the thread title to Solved and lock this topic. @BC.game, I still believe bc game support has a long way to go. This is not the first time we see accusations that could have been solved through live support. You also admitted that support ignores players. They should not ignore anyone even if there are spammers.