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.
You are absolutely right, I believe that bc.game know exactly what to do or they would have done but simply choose to tour the path that they did tour, no one is above mistakes and like I've said before, if things played out exactly the way the user said it did, then bc.game need to immediately reconsider their decision and do the right now, but if they have a different side to the story, then they should bring it forward for the sake of their reputation.
But again as I have said before, the user in question hasn't also explained why he would choose one category of a document to provide for kyc and then go ahead to upload a document for another category multiple times until his chances gets exhausted, no way he can say that he only tried once and got locked, except if the casino is really upto something fishy.
To me is seems that Bc game is having some communication issues with their clients or maybe using bots to interact as customer service representative, this make communication a problem since human will want the accurate sure direct questions wereas bots will have to act according to it configuration so certainly there will be limitations, and inpatient will set in that process.