BC.Game Casino - Player’s account has been closed after unauthorized withdrawal.

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