BC.Game Casino - Player unable to regain 2-factor authentication code.

Hello casino guru,

I had an account on bc.game but by mistake I lost my 2 factor authentication code. When I requested for new codes bc.game is not providing me new code via email even if there is an option to regain your Google 2fa code. Kindly resolve my issue.

id - siv******rma@gmail.com

Dear sivyamsharma,

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.

• Can you confirm whether your account was successfully verified in the past?
• Is the contested amount the balance currently blocked on your active account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

my account was verified and the matter is I bought a new phone so the 2fa code that is used to log in is lost. There is an option of getting 2fa code again via email but when I am selecting it then there is no reply from bc.game on the mail

Hi sivyamsharma,

• Have you tried any alternative communication channels to talk to the casino?
• Is there a live chat available or any other email address to send your request?

Thank you.

I have sent more than 10 emails even they asked for govt id proof so I sent my Aadhar card and other details as well but they are not replying to my mails after I sent my govt id proof

Thank you very much, sivyamsharma, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello sivyamsharma,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

Can you please check why the player is not receiving the 2FA code automatically? Alternatively, can you send the player the 2FA code manually?

Hi,

We are currently reviewing your case and will provide you with an update within the next 24 hours.

Best Regards,

PANDA - BC.GAME

I have provided everything they asked for my Aadhar my pan details and everything around 1.5 month ago

Hi,

The user was unable to provide any of the transaction details requested by our support team, which are very important for security reasons. The user is welcome to provide the complete details as asked by our support team, and we will work to resolve this issue as soon as possible.

Best Regards,

PANDA - BC.GAME

Dead bc.game is this right? Security reason? I am using my official email id and you guys are asking about transactions details? Sir I have told 100 times that I haven’t used this account for 6 months so I don’t remember the exact date and time when I did my last transaction I need to open my id and check for transaction date then I can do the needful as well

These guys are just fooling around there is a clear option to get my 2fa code again then why is it not working I am attacking a screenshot of my email as well in which I have clearly told them about my issue with transaction details 

Dear sivyamsharma,

When was the last time you accessed your BC.Game account? Have you used only one payment method for depositing your casino account in the past? Can you recall approximately when the last deposit was made?

It was in the month of July and after that I met with an accident so I didn’t opened my account after that… I don’t remember the date exactly but what my concern is that I am using my official email id and I have sent my govt it proofs then why do they need so much other proofs it’s clearly a case of con

Dear sivyamsharma,

Can you please confirm what payment method you used for depositing to your casino account? The fact that you provided the casino team with your Aadhar card and other evidence is true, but in some cases, the casinos can request additional information for security reasons to protect potential funds that are left on the casino account balance.

And the major problem with transaction is that I have always used UPI as transaction and the website’s UPI deposit goes to random names like Laxmi traders, om enterprises etc. that’s why it’s very hard to guess and tell that will one is the real one.

I truly understand and empathize with your frustration. Please be assured that our procedures are implemented solely for the safety and security of our users, and we do not benefit from them in any other way. Rest assured, your account remains secure, and all your data and funds are intact.

I note that your last deposit was made in May 2023. I kindly request that you review your transactions from that period and provide us with the specific transaction details. Once we have this information, we will be able to investigate further. Unfortunately, without these details, we are limited in how we can assist you.

Thank you for your understanding and cooperation in this matter.

Best Regards,

PANDA - BC.GAME

Listen

my Aadhar and my pan details are with you so I expect that’s way more than your security concerns and also I am using this official email id to complain you for your things and I assume you don’t understand how serious this issue is rn for me that’s why u guys are stretching the matter

Even my Paytm through which I paid has the history of only 3 months and also I have 6 bank account how can I remember with which account I paid. Why are you guys doing this you have a good reputation in market.

When you open Paytm, go to balance and history. Then, where you see Payment History (text), there is a settings button where you can filter and exactly see any month, year, or date of transactions. If you are unable to then you can connect with your paytm support and they will provide you with an exact statement as well.

give me the exact date and time of deposit I will provide you the detail then

And this is seriously very sick behaviour by your casino

Why did u asked for my govt ids then.. why do you guys have the option of get 2fa by email then if you guys have to harass a player like this

This is a standard practice in the industry to ensure user safety. It's possible for someone to gain unauthorized access to a user's account if their email is hacked. Therefore, we only request certain specific details which need to match our records before we can assist with this matter.

We can provide you with a date range between May 22-27, 2023.

Dear sivyamsharma,

I acknowledge that the request from the BC.Game team may seem excessive, but it is a standard requirement in numerous casinos, particularly when suspicions arise, as mentioned earlier. As the account holder, it is essential for you to furnish your transaction history for the specified timeframe across all your payment methods used for deposits. In today's era, every payment method maintains a transaction history. Considering the relatively short time that has elapsed, I am confident that you should be able to demonstrate the transaction without much difficulty. Please understand that the casino is obligated to adhere to its security procedures and regulations.

Mam can you please tell them that they are asking for a transaction of 8 months ago and I have 6 banks account and also the transactions go on random names.. it would have been easy if the UPI recievers were on the name of bc games or any one name but it goes to random names every time if I have official email id and I am going this far to complain it is a genuine request

Dear sivyamsharma,

I understand that you may perceive the requested transaction history as unnecessary from your perspective. However, as previously stated, it serves as a standard precautionary measure to ensure the safety and security of customer accounts against unauthorized access. As the account holder, it is important that you readily furnish the deposit transaction history for the specified date range of May 22–27, 2023, across all your accounts. It is essential to recognize that casinos are bound by security policies and regulations that must be adhered to.

I found this article on how to check Paytm wallet transaction history, it might be helpful. I believe you should be able to showcase the transaction with relative ease.

Mam I am a business man if you guys will ask I provide a single transaction but it is seriously pathetic that I need to share my complete bank statement from 22-27 and from my all bank accounts seriously..!!! Give me an exact date and time of transaction then I will give it to you

Dear sivyamsharma,

I find your approach somewhat surprising. Both the casino and I have previously emphasized the significance of providing the deposit transaction history for the designated date range of May 22–27, 2023, from the payment method you used for deposits. If you can't remember which of your accounts you used for depositing in BC.Game casino, then naturally it is expected that you provide the transaction history from all your accounts for the specified date range of May 22–27, 2023. It is crucial for you to comprehend that furnishing this transaction history is solely your responsibility. Without your cooperation in this matter, we cannot proceed with addressing your complaint.

Kindly consider this requirement seriously to facilitate the resolution process.

Bc game has access to my account then why can’t they share exact date and time… and my CA has strictly said no to sharing 7 days transaction history of my 6 bank accounts give me the exact date and time

Dear sivyamsharma,

Although I understand your concerns about providing the casino with your transaction history, it is an industry-standard that casinos are entitled to request transaction history from players with regard to KYC and AML checks. Among others the casino has these rules mentioned in their terms and conditions you have accepted when creating your account.

Definitions

1.2. This User Agreement comes into force as soon as you complete the registration process, which includes checking the box accepting this User Agreement and successfully creating an account. By using any part of the Website following account creation, you agree to this User Agreement.

4. Your Obligations as a Player

4.9. We reserve the right to require some verification in case of suspicious or fraudulent transactions.

6. Know your Customer ("KYC")

BC.GAME reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. BC.GAME reserves the right to restrict service and payment until identity is sufficiently determined.

I would like to reiterate that I am somewhat taken aback by your approach. It is essential to remind you that providing the requested transaction history is entirely your responsibility. If you are unable or unwilling to furnish it, regrettably, we will be unable to offer further assistance.

Dear sivyamsharma,

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.