The upload documents page was not there at the time I inquired about self exclusion/KYC.
Regarding what they meant by "users" this can be solved by them clarifying if that helps matters.
I ended up spending one good hour digging through several sources looking for more insight for this situation. Two things that I discovered, regarding KYC and restricted country.
First, about KYC, maybe access to the page was different now from back then, but I think the option to perform KYC has been available from around the time of your initial situation, given there was a "case" stretched as far as January of that year, 2021, about
a user who did their KYC.
And moving to the restricted country, I understand correctly that you create your account around early to mid 2021? I believe Costa Rica was not a restricted country back then, as shown by this snippet of forbidden teritory that someone happened to quote in full [thus, pseudo-archiving it]
3.1. Blacklisted Territories: China, Netherlands, Dutch Caribbean Islands, Curacao, France, United States and/or any other restricted by law country or state. Note that it is strictly forbidden to play on BC.GAME games in blacklisted countries mentioned above.your personal data for the purpose of executing their duties and providing you with the best possible assistance and service. You hereby consent to such disclosures.
Source:
https://bc.game/help/agreementI will have to say that BC should communicate better with their user when there is a change in their ToS [if they didn't already and you accidentally just click "I understand" and the likes without even reading it], but what happens most likely like this: you registered when Costa Rica was not a restricted country, thus your details [IP and phone number] are all accepted. I don't think BC check from time to time which user come from where, nor did their host let known such details, thus an overlook in this matter happened where you're not warned by your host when Costa Rica became a restricted country approximately one year ago [as shown by the statement in the snippet you have from CG].
Those screenshots just show a live chat session about KYC. It does not indicate the method in which he submitted documents as per their request. They even mention the email that sent the info was not the registered email leading me to believe it was done via email.
BC can verify when they added the upload section, I am nearly certain it was more recent and not there in 2021.
Also regarding your comments about my phone number. I registered it this year, here you can see my host in September of this year noticing I verified it and gave me a bonus. It became a recent requirement for their contests.