BC.Game Casino - Player's withdrawal is delayed due to 2FA issues.

Hi there, I was playing BCGame on the 3rd December 2024 I have used the site for a few years and never had an issue. I logged out and then when I went to log in the next day it asked me for a 2fa code. I have never set up 2fa on my account (my mistake I know) I went to the chat and they confirmed it was set up last night. They advised me to reset my 2fa to email the team with specific details and they would do that. I did exactly as asked and emailed all information they needed. After 8 days they sent me a generic reply with how to access 2fa. I went on the chat again and was told to re email and say it again. They confirmed my balance was still in my account so I emailed again. After another week I got another email with the same generic response as before. I went back to chat and was told without access to the 2fa I didn’t set up it can’t be reset ( waste of 2 weeks) they told me how to withdraw my balance via email and what to send to do this. I again did exactly this and after 10 days was sent a response telling me again how to re access 2fa the same as the last times. In the mean time I did get another email asking me to confirm my identity on there online portal which I did and passed.

I have still not had a response from either the withdrawal email where I responded saying why have they not processed my withdrawal and not had a response from the identity check. It’s been 16 days since they were sent.

no one on live chat says they can help. I have provided everything they have asked for to either get my 2fa reset or get my money withdrawn but nothing is working. Can you please assist as this has been a month now and countless hours wasted.

thanks

Dear Lewjr,

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. 

• Have you communicated with casino support using the email address associated with your casino account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Did the casino comment on the fact the 2FA authentication was set up on your account without your knowledge?
• Could you please forward your email communication with the casino regarding the issue to my email at tomas@casino.guru? Include the most recent responses from the casino.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.