The player from Brazil has been unable to access their account for 4 days due to issues with the 2FA verification code. Despite reaching out to online support and sending multiple emails, they have not received any assistance.
BC.Game Casino - Player cannot access their account.
Amount: ??
BC.Game Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
3d 0h 40m 1s
Case summary
4 days ago
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1 month ago
Translation
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
Automatic translation:
Public
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1 month ago
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
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1 month ago
Translation
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.
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1 month ago
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
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1 month ago
Translation
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!
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1 month ago
Translation
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!!!
Edited
Automatic translation:
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4 weeks ago
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?
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3 weeks ago
Translation
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!
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3 weeks ago
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.
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2 weeks ago
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.
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4 days ago
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.
Gilveano87 has 3d 0h 40m 1s to reply
