BC.Game Casino - La cuenta del jugador ha sido cerrada después de un retiro no autorizado.

Up until recently I would have given this casino 5 stars. Lots of games, apparently fair games and nice bonuses, fast deposits/withdraws, a responsive VIP person that grants some extra bonuses...All cool.

It all changed on the 17 September 2024.

I was playing (and winning) and sudenly my balance in XRP (1136.26) was gone and I receive message that withdraw was successful, a withdraw to an account I do not know and was never used before in my account, withouth my consent or intervention! I was in shock, and I din't really understood what just had happened at the moment!

For the record, I do not share passwords or devices, I do not run scripts or anything like that, and I had 2FA activated before this incident for months, withouth ever turning it off!

After talking to support, they tell me 2FA was deactivated moments before the withdraw was made.

Somehow, someone was able to turn off 2FA (withouth my knowledge or approval! HOW?!?!?) and accessed illegally my account to make the withdraw. I had no indication or confirmation that 2FA was disabled.

(PS: I use other casinos, and they send you an email when new addresses are used for withdraws for you to confirm it is yours, before a withdraw is processed. That doesn't happen here! I can only wonder why...)

Contacting the support, it only recommends me to pay attention to security and even accuse me of negligence and take NO RESPONSIBILITY for this. Imagine a place where you think you are winning, you think you are safe with 2FA active, but you are NOT and in the end you lose your funds and are even accused of negligence!

Few days later, my account is now locked, site support takes AGES to answer to a guest (because now I cant login!) on how to unlock it, and after I get a reply, I had to send email with details and it can take up to a week to have a response after sending it ...

Sent the email, no response at all.... not even acknowledging if they received it or if they looking into it...

I attach the printscreen of the transaction, its the only thing I was able to get before my account being locked.

Let me know if you need more information.

Thank you.

Dear MiguelPt,

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. 

• Could you please advise how long you have been a casino player and whether your account has been verified? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello,

Unfortunately, as I mentioned, I don't have access to my account, so I can't log in to find out exactly how long I've had an account (I think I created it somewhere in 2023), I think it's been more than a year, maybe it's been two years. Regarding the account verification, I know I had my email and cell phone verified.

The communication was made on the casino account, so I have no way of accessing it to take a screenshot of the chat... I have only sent one email, to which I have not yet received a reply, which I will then send to

I would like to add here that I understand that this situation can be identified as a criminal act. However, I believe that there is some responsibility on the casino's side for :

1 - Disabling or allowing a third party to disable 2FA without my consent, confirmation or validation.

2- After illegitimate access, having carried out the transaction to an address never used by me before, without any confirmation or validation on my part.

Thank you

Ola,

Infelizmente como referi, estou sem acesso à conta, então nao consigo entrar la para precisar a quanto tempo exacto tenho conta, (acho que a criei algures em 2023), penso que mais de um ano, talvez já chegue aos dois anos. Em relação a verificação de conta, sei que tinha o email e telemóvel verificados.

A comunicação foi feita na conta do casino, então não tenho como aceder para tirar print de chat... Email so enviei um, ao qual ainda não obtive resposta, que irei envia em seguida para o

tomas@casino.guru

Gostava de acrescentar aqui que compreendo que esta situação possa ser identificada como um acto criminoso. No entanto acredito que há aqui alguma responsabilidade do lado do casino por :

1 - Desabilitar ou permitir a terceiros desabilitar o 2FA sem o meu consentimento, confirmação ou validação.

2- Após o acesso ilegítimo, ter realizado a transação para uma morada nunca usada antes por mim, sem qualquer confirmação ou validação da minha parte.

Obrigado

Hello,

As I can check, our email team has already responded to your query and is awaiting some proof. I suggest you complete the verification via the email team first, and then we will be able to proceed further.

Best Regards

Panda - BC.GAME

Dear MiguelPt,

Has the casino support asked you anything else other than the information you gave on September 19th?

Please let me know about any updates or obstacles when completing the inquiry from casino support.

I'll await your reply.

Hello,

Yes, after my last replay here, I was asked for several documents for the KYC.

I sent them all and supposedly passed the KYC according to email they sent me:

However, nothing really changed until now. My funds are still lost, and access to the account still doesn't work:

I replied to that email saying that nothing changed... and got no reply until 01/10. On this day I was contacted to provide MORE information, wich of course I provided in the same day. This is the email I received requesting information...

Havent received any further feedback after this.

Thanks for your reply.

Dear Bc.Game

Could you please clarify whether the information you received was satisfactory or whether you require more proof from MiguelPt?

Please let us know which steps will be taken after sufficient proof is provided.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

I would like to update that the support has just validated(again?) my account after almost a month after them having blocked it.

However the main issue ( that a withdraw was made without my approval and the funds are gone, that 2FA was turned off before this transaction withouth my approval) is unsolved.

Dear MiguelPt,

Have you received any response from the casino regarding the issue outside of the complaint?

Hello,

Thanks for your followup.

Unfortunatly I did not receive any more communications after the account was verified and access granted about 1 week ago.

Thanks for your patience, MiguelPt.

I've been assured by the casino representative the issue is being investigated.

Dear Panda,

As soon as you have news, please let me know about what can be done in the situation.

Dear MiguelPt,

According to the Bc.Game casino representative the security of your email was presumably breached and 2FA of the casino was deactivated using your email.

I would encourage you to take immediate action to protect your mail and the services associated with it going forward.

Unfortunately, we are unable to assist you further as we believe the blame lies with the perpetrator of the crime rather than the casino. We encourage you to contact authorities and report a cybercrime if you haven't done so already.

Please let me know if there is anything else I might assist you with otherwise, I'll close the complaint.

Good afternoon,

I disagree with this justification. Access to my email has been protected by 2FA and SMS verification for a long time, well before this situation happened, and no one else has access to it but me. In addition, I have checked and obviously have no record of access that was not made by me.

I'll say it again, 2FA on the casino side was deactivated without my approval on the day of this incident, and no email was received from my side regarding the withdrawal in question.

Boa tarde,

Discordo dessa justificação. O acesso ao meu email está protegido por 2FA e verificação por sms há bastante tempo, bem antes desta situação acontecer, e ninguém mais tem acesso a ele a não ser eu. Adicionalmente, verifiquei e nao tenho obviamente nenhum registo de acesso que não tenha sido efetuado por mim.

Volto a afirmar, o 2FA do lado do casino foi desativado sem a minha aprovação no dia deste incidente, e não foi recebido qualquer email do meu lado relacionado com o levantamento em questão.

I wish I could be of more help.

Based on available information we are ultimately unable to compel the casino to refund you the funds, whether or not was the security of your account compromised.

Even though we couldn't help please don't hesitate to contact us if you encounter issues with any online casino in the future.