BC.Game Casino - A retirada do jogador foi adiada devido a problemas de 2FA.

Hi there, I was playing BCGame on the 3rd December 2024 I have used the site for a few years and never had an issue. I logged out and then when I went to log in the next day it asked me for a 2fa code. I have never set up 2fa on my account (my mistake I know) I went to the chat and they confirmed it was set up last night. They advised me to reset my 2fa to email the team with specific details and they would do that. I did exactly as asked and emailed all information they needed. After 8 days they sent me a generic reply with how to access 2fa. I went on the chat again and was told to re email and say it again. They confirmed my balance was still in my account so I emailed again. After another week I got another email with the same generic response as before. I went back to chat and was told without access to the 2fa I didn’t set up it can’t be reset ( waste of 2 weeks) they told me how to withdraw my balance via email and what to send to do this. I again did exactly this and after 10 days was sent a response telling me again how to re access 2fa the same as the last times. In the mean time I did get another email asking me to confirm my identity on there online portal which I did and passed.

I have still not had a response from either the withdrawal email where I responded saying why have they not processed my withdrawal and not had a response from the identity check. It’s been 16 days since they were sent.

no one on live chat says they can help. I have provided everything they have asked for to either get my 2fa reset or get my money withdrawn but nothing is working. Can you please assist as this has been a month now and countless hours wasted.

thanks

Dear Lewjr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you communicated with casino support using the email address associated with your casino account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Did the casino comment on the fact the 2FA authentication was set up on your account without your knowledge?
• Could you please forward your email communication with the casino regarding the issue to my email at tomas@casino.guru? Include the most recent responses from the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

Thanks so much for the speedy reply. I can confirm the below answers to your questions.

1. Yes all communication has been sent via the registered email address with the account.
2. I played slots to accumulate the balance.
3. No bonus was used or activated.
4. They told me they would investigate it on the 4th of December and I have heard nothing since.
5. Yes of course I will forward them all over now. In the order they were sent and received.

Thank you.

Lewis

Dear Lewjr,

thanks for the provided information.

Have you received any update from the casino regarding your request since your last post?

Could you please explain the discrepancy from your emails to the casino on 3/12/2024 and 11/12/2024?

Hi Tomas,

no I have not heard anything from the casino at all. But my account is now blocked with the error 4001.

Yes I sent the first email on the 3rd and forgot to include the proof so followed it up a few hours later with the proof.

the email on the 11th I sent to have the withdrawal actioned I accidentally attached the deposits to my crypto wallet not the deposits to bc game. So I sent another email again a couple hours later with the correct deposit proof to bc game.

hope this helps.

thanks

Lewis

You indicated using 2 different devices in your response on the 2 occasions. Could you please explain the discrepancy in your replies?

Hello,

The user was having a conversation with our email team. We are awaiting a response from the user with their refund address. As the user is from the UK, we cannot provide any service there. Users can provide the refund address by replying to our support email, and we will initiate the refund.

Best Regards

BC.GAME

Dear Lewjr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas and BcGame,

sorry we have had a few chats since the last post.

I can confirm this is the current situation.

bc game have replied and said that the only balance in my account is 110usd which is an amount I deposited on the 27th December by accident.

they have advised my entire balance was withdrawn on the 5th December after the 2fa was set up.

i have asked multiple times now and waited over 2 weeks to get a full transaction report showing all deposits withdrawals and spins but am being completely ignored.

I am questioning why on the 11th December I was advised by their chat that my balance was still in my account. But now they are claiming it was all withdrawn on the 5th December but not by me.

im kind of stuck on what to do now as they won’t send the report and are ignoring the questions being asked. All they do is keep emailing saying confirm my address and they will send the 110usd but won’t say or do anything else about the missing funds.

in answer to your above question I have a MacBook and iPhone and would sometimes use either one to play on bc game.

thanks

Lewis

Dear Lewjr,

Thanks for your patience.

Please understand the security of your account is your responsibility. If the funds were withdrawn by someone else, it's the perpetrator who is responsible for the damage caused to your account.

Unfortunately, we are unequipped to deal with cybercrime ourselves.

I would recommend you provide the casino with the address for a refund if you wish these funds to be refunded to you and contact authorities better equipped to deal with cybercrime.

Please let me know about any further developments.

Dear Lewjr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.