BC.Game Casino - El acceso a la cuenta del jugador está restringido.

On November 20, 2024, I tried to log into my account, and Google 2FA was requested, something I've never set up in my life. I received an email stating that there were login issues on the site. I wrote to them asking what the problem was and how I could regain access to my account. They sent me a link for verification. I went through everything, but my address confirmation was not accepted. I still can't access the account, on which I have never set Google 2FA! Now, I constantly write to support from my email, seeking access to my account, but no one responds to me anymore. My account is VIP level 50, yet they just ignore me! I have no idea who set up the Google 2FA verification.

20 ноября 2024 года я попытался войти в свой аккаунт, после чело у меня запросила Google 2Fa, который я никогда в жизни не устанавливал. Мне пришло письмо на почту о том что на сайте происходят проблемы со входом. Я написал им на почту в чем проблема и как мне восстановить доступ в аккаунт. Они прислали мне ссылку на верефикацию. Я все прошёл и у меня не приняли подтверждение адреса. До сих пор я не могу зайти на аккаунт на котором я никогда не ставил Google 2fa!!!! Сейчас я постоянно пишу в поддержку со своей почту и хочу получить доступ к моему аккаунту, но больше мне никто не отвечает. Мой аккаунт вип 50 уровня, но они просто игнорируют меня! И кто поставил верефикацию по Google 2fa я не знаю.

Dear U1trix5252,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify the dispute value? Is this the amount of money that you had in your casino account before you lost access to it?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

1. I don’t remember exactly how much money there was, maybe from 1 to 2 thousand dollars.

2. I played Slots

3. Without him.

The issue is not about money, but the fact that a VIP player was given 2fa, which I never did, and they don’t want to cooperate with me.

1. Я не помню сколько там было точно денег, возможно от 1 до 2 тысяч долларов.

2. Я играл в Слоты

3. Без него.

Вопрос не в деньгах, а то что вип игроку повесили 2fa который я никогда не делал, и не хотят сотрудничать со мной.

Thank you very much for your reply, U1trix5252. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you everything by email.

Я все отправил вам на почту

Thank you very much, U1trix5252, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello,

Can you let me know when was the last time you were able to access this account?

Best Regards

Panda - BC.GAME

Dear U1trix5252,

I’m Kubo, and I will be handling your complaint from now on. If there have been any new updates regarding this case since the last information provided, please feel free to let me know.

Since BC.Game Casino has already responded in the thread, there’s no need for me to explicitly invite them again. Could you kindly clarify the last time you were able to access your account, as requested by the casino?

Thank you for your cooperation.

Best Regards,

Kubo

The last time I accessed the Account was November 2024.

Последний Раз у меня был доступ к Аккаунту в Ноябре 2024 года

Hello,

Can you let me know an exact date in November? Any last deposit you made in the account or any such detail which could help us understand and investigate the issue accordingly.

Best Regards

Panda - BC.GAME

Last time I visited was 18 or 19 November 2024

Последний раз я заходил 18 ил 19 Ноября 2024 года

I gave my last date water 5 days ago, why can't you just restore my account and not deliberately drag out time?

Я дал свой последнюю дату вода уже 5 дней назад, поему нельзя просто восстановить мой аккаунт а не специально тянуть время?

Hello,

As per our investigation, there are no signs of anyone accessing the account. The 2fa was activated before 18-19 November, as the user claims that was his last access. The account has been operated by the same person throughout, and there is no balance, as we can see. There have been no withdrawals from the time 2fa is activated, only normal game plays. The account access was regular and has been accessed. We have locked the account upon the complaint.

The user will now have to go through proof of ownership. Please email us at support@bc.game to initiate the proof of ownership.

Best Regards

Panda - BC.GAME

I wrote to you by email 100 times that I am ready to pass verification, and you rejected it when I uploaded a file with confirmation of the address, which matched all your parameters, without explaining why, then you replied that I can no longer pass verification, and now you simply do not answer my email!!! And all your responses were more than 2 weeks!

Я 100 раз писал вам на почту что готов пройти верефикацию, и вы отклонили её когда я загрузил файл, с подтверждением адреса, который подходил по всем вашим параметрам, не объяснив почему, потом вы ответили, что я больше не могу пройти верефикацию, и теперь вы просто не отвечаете мне на почту!!! И все ваши ответы были более 2-х недель!

Dear U1trix5252,

According to my information, your documents were rejected due to poor photo quality. You have been asked to provide clearer copies.

Please let me know once you have submitted the requested documents.

Thank you.

Nobody told me anything about the quality of the documents, and they no longer gave me the opportunity to upload documents of better quality, they just ignored me

Мне никто ничего не говорил про качество документов, и больше не давали возможность загрузить документы лучшего качества, просто игнорируют меня

Now I get error 4001 - verification required, yesterday I finally passed verification using the link from the mail and I received a letter that the account was fully verified, but the error still hasn't disappeared!

Теперь у меня выскакивает ошибка 4001 - требуется верефикация, вчера я прошёл наконец то верефикацию по ссылке из почты и мне пришло письмо, что аккаунт верефицирован полностью, но ошибка так и ре исчезла!

Now they sent me a verification link again and again they tell me to go through it, but as soon as I follow their link I get a message that your account is fully verified, they are just making fun of me...

Теперь они снова отправили мне ссылку на верефикацию и опять пишут пройти её, но как только я перехожу по их ссылке мне выходит надпись что ваш аккаунт полностью верефицирован, они просто издеваются...

Dear U1trix5252,

I have reached out to the casino representative externally to gather more details about the current situation and am currently awaiting their response.

In the meantime, have there been any developments or changes on your end?

Thank you for your patience.

Dear U1trix5252,

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.

Hello,

The account is already back to normal and user was instructed to setup 2fa so the withdrawal feature can be activated again.

Best Regards

BC.GAME

Hello Everyone,

While it appears that the player's issue has been resolved, the player has not confirmed this outcome. As a result, I must formally reject this complaint.

Dear Panda & BC.Game Casino,

Thank you for your cooperation throughout this process.