BC.Game Casino - El jugador no puede acceder a su cuenta.

It has been 4 days since I have been unable to access my account due to an error with the 2FA verification code.

I have already tried the online support and got nowhere...

I have also sent several emails to support, but no response!

I want my account back!!

I am a VIP 29.

UID 12162394

Já faz 4 dias que não consigo entrar na minha conta pois da erro no código de verificação 2FA.

Já tentei com o suporte online e nada ..

Também já mandei vários e-mails para suporte e nada também!

Quero minha conta de volta!!

Sou VIP 29.

UID 12162394

Dear Gilveano87,

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 share your communication with the casino regarding the issue?
• Could you please explain how much is your current balance in 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 Tomas!

Thank you very much for your attention.

My current balance in the casino is estimated at an average of approximately R$ 0.30.

I'm attaching a printout of the contacts I've tried with the BC.GAME platform.

I just need support to send me a link via my e-mail registered on the platform to reset my 2FA code, that's all!

Sincerely, Gilveano Cota.

Olá Tomás!!

Muito obrigado pela sua atenção..

Meu saldo atual no cassino está estimado em médio de R$ 0,30 aproximadamente.

Vou anexar aqui print dos contatos que tentei com a plataforma BC.GAME..

Só preciso que o suporte me envie um link via meu e-mail cadastrado na plataforma para assim redefinir meu código 2FA só isso!

Atenciosamente, Gilveano Cota.

Hello,

Our email team has already replied to the user, but the user has yet to provide complete KYC documentation. Once the user provides all the information we can assist further.

Best Regards

Panda - BC.GAME

Hello, I haven't sent the requested documentation yet because I don't have a citizen's card, but I do have a CNH, the same one I used to create and verify my account the first time....

If possible, I would like the platform to release this CNH verification so I can send it!

Olá, ainda não enviei a documentação solicitada pois não possuo o cartão de cidadão, mas possuo a CNH, a mesma que utilizei para criar e verificar minha conta na primeira vez..

Se possível gostaria que a plataforma libertasse essa verificação por CNH assim consigo estar enviando!

Good.

The BC.GAME platform really doesn't want to return my account!

Now they're claiming that my CNH verification document isn't valid in the country.

When I registered I used the same document to verify the account.

Now they're claiming they can't .

I want my #BC.GAME account!!!

Bom.

A plataforma BC.GAME realmente não quer devolver minha conta!

Agora estão alegando que meu documento de verificação CNH não é válido no país .

Sendo que quando me cadastrei usei o mesmo documento para verificar a conta .

Agora estão alegando que não pode mais .

Quero minha conta #BC.GAME!!

I understand your frustration.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

• Are you able to provide any of the other alternative documents to verify your account?
• Could you please explain in more detail the circumstances of your account being hacked?
• Could you please explain whether any balance was removed from your account?

I can check with my driver's license, plus a selfie if I need to...

I don't really use the citizen card.

This CNH is the same document I used to verify the first time.

I have all the deposit slips too!

Posso verificar com minha CNH, mais uma selfie se necessidade..

Pois realmente não uso o cartão cidadão ..

Essa CNH é o mesmo documento que usei para verificar na primeira vez ..

Tenho todos os comprovantes de depósitos também!

Dear Panda - BC.GAME,

Could you please advise which steps to take for Gilveano87 to regain access to their account?

Thanks in advance for your reply.

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.

Dear Gilveano87,

According to the response I received from the casino representative, their team is trying to reach you via email regarding the issue for several days already.

Kindly inform me about any further developments.

Dear Gilveano87,

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.