He said be mistaken choose "document" instead of "identify card", because he did not tell us how many times he submitted the wrong documents type before the casino decided that he has exhausted his number of chances..
It is not normal that bc.game will declare that his chances of trying the kyc verification again is over just upon failing at the first trial, and its also makes no sense to believe that the user submitted the wrong document type over and over again without noticing, we still need to hear BC.Game's side to this issue before any final conclusions.
If it is only mistake of choosing wrong category of submission, it can be resolved by human support if the documents used are legit, not edited, and not fake or stolen ones.
I understand that after exceeding a maximum attempts, the process will automatically stop but if the user opens a support ticket and this issue is escalated, there is chance of getting extra attempts. I used to worm as a customer support and I knew there is such a procedure for users to move on.
In this case, BC.Game can help the user or not and only they had true data on what the user actually did.