Chips.gg Casino - Player is unable to reset two-factor authentication on his account.

The casino refuses to reset my 2fa, it's been almost a month since I've been waiting and nothing from the casino to reset my 2fa, I contacted by email and said that there was no account in my email, and I can log in to the site normally, but ask for 2fa and I don't have it.

Dear thiiiagonathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Chips.gg Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in more detail what you mean by 'reset' your two-factor authentication?
• Is the option to allow the 2FA in your casino profile available?
• What response from the casino have you received?
• What does the disputed amount (R$1000) represent in this situation?

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

1. This account of mine is old, and as I intended to go back to the casino, it had 2fa, and this 2fa was on my old cell phone that I changed, so I can't log in to the site.
2. When I try to log in to the site, ask for 2fa, I can't get past this, because I need them to reset 2fa so that I can log in to my account.
3. Only generic answers that are evaluating the case, and will get in touch later and never enter
4. As this account of mine is old and I had bet some values at the beginning of the site, I won a lot of chips, I believe the value is more than R$ 1,000.

I believe you'll need to contact the app that provided you with 2FA in the first place and follow their steps to transfer the app to the new phone. (Google, Microsoft or other 2FA providers)

We don't think this is a matter the casino can help you with. Please let me know if I overlooked any information, otherwise we'll close the complaint.

There is no way I can contact the 2FA supplier, who had no registration at the time, it was just to read the QRCODE and activate the 2FA, there was no provider at the time, and as I changed my cell phone, I forgot to make the backup to recover the 2FA.

https://help.chips.gg/en/articles/6134399-how-to-reset-2fa

I have already contacted the casino, and I have been waiting for almost a month.

Thanks for the clarification.

Could you please send me your recent correspondence with the casino about the issue? Include responses you received from the casino.

My email is tomas@casino.guru

I would recommend you contact the casino using your registered email address, otherwise, we agree with the casino regarding the suspicion of abuse of identity. If you lost access to the email associated with the casino account in question I would recommend you contact your email provider(Gmail) to restore access.

Please let me know if there is any other information, otherwise, we'll close the complaint.

I have already contacted the casino through the registered email, they claimed that there is no account served, now I ask: how do you not have an account served if you are asking for the 2fa?

Could you please forward the correspondence regarding the successful creation of your casino account to my email at tomas@casino.guru?

I'll await your message.

Done, sir...

Please check your email.

Dear Chips.gg casino,

According to the player's message, the account was created on the 15th of June 2021 could you please check your records and let me know if it matches your records?

We are in contact with the player through our official email.

Yes this date is correct.

Is the player able to create transactions proving they own the address used to make deposits on this account?

As it is an old account, I probably no longer have access to these wallets, so... how can I proceed?

Please let me know if, after your exchange with the casino, there is anything else you need assistance with.

I'll await your reply.

The 2FA has not yet been redefined, almost 2 months of waiting... this is an ABSURD.

Were you able to prove you made the deposits in the casino as the casino representative requested?

Which payment methods have you used?

How will I prove the deposits if I no longer have access to these wallets for obvious reasons, there is no way I can prove something impossible.

I'M WILLING TO DO KYC, WHATEVER IT IS, I JUST WANT THE RESET OF THE 2fa

The payment methods were bitcoin/litecoin I don't remember if there were payments in other currencies.

The point is that I'm going to have to wait another month to reset my 2FA???? This situation is very annoying, I'm willing to do KYC to do this redefinition of 2fa.

If you used BTC and LTC, there should be a public record of the transaction you made to the casino. For you to verify ownership of the account, it's reasonable to ask you for proof of ownership of the deposit methods used for deposits. It's quite common for casinos to only allow withdrawals to payment methods used for deposits in the casino.

Please let me know if there is anything else, otherwise I'll close the complaint.

Surely the record must have, the question that remains, how am I going to get this record? If when a deposit was made at the casino, they did not send any email alerting about the deposit, and as these wallets are old, I no longer have access to them and because I do not have access to them, I do not have access to the public wallet.

I wish I could help.

As I said previously, you should be able to verify the payment method regardless if your account is closed or not, the age of your wallets shouldn't play a role.

If you come across the required proof I have no doubt the casino will be able to verify you and make the necessary changes for you to access your casino account.

Please do not hesitate to contact us if you run into issues with any online casino in the future.