I was looking for an email address because sometimes it's easier to communicate through email, as you can attach all the necessary documents. Plus, you still have a trail of conversation since you own access to your email, unlike inside the casino, where you lose access once your account is locked.
Actually, they also have a forum, so maybe you can post your concern there too.
https://forum.bc.game/KYC can’t be done through email since casino is using 3rd party KYC service to handle the processing of documents and verify it that’s why the support can’t provide an immediate note about the reason for KYC failure.
I definitely get that, but I just completed some KYC recently, and I did it through email. And yes, it was a third party, but you will be communicating with the casino directly, and they will just give you a link to pass the KYC. My concern is to ensure that, as customers, we can use the conversation in our email as evidence if we need to escalate the issue, such as making a scam accusation against a certain casino.
Passport document KYC sometimes declined because of the format. Drivers license or national ID is the most easy to approved for KYC verification.
At least the client will be informed so they can provide the correct format. You can't require a client to submit a document that is not available in their country. So, if the required document is a passport, they should accept it as long as it's authentic.