BC.Game Casino - Pelaajan pääsy tilille on estetty 2FA-ongelman vuoksi.

Hello, I lost my phone with 2FA on it and now I can't log into my account. I wrote to the support service, they answered me that I need to pass verification and send a screenshot with confirmation of payment of the last deposit, 

that was deposited into their account. I went through verification and sent them a screenshot with the confirmation of the last deposit payment, as well as the transaction.

They also ask for the transaction ID from the sending wallet to be visible at the top of the submitted receipt. But how can I do this if the wallet does not display the transaction id. At the top of the receipt there is a Copy transaction ID, clicking on it will copy the transaction, I sent it to them 0x724893969a9fea897df18cd5213add01339b8ac986b40fcf9044442523d6a4ac.

I can't influence it in any way, the wallet doesn't have such a function of displaying the transaction by text. It does not depend on me. According to the transaction in the blockchain is all clear that I sent the money to their wallet.

And then they stopped responding to me altogether. It's been over two months. On the account 270 USDT, I have access to e-mail, login password I remember, but there requires 2FA. I can't log into my account

Hello becausefold,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account was ever verified and if yes, since when exactly?
• Was only the transaction ID the issue?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

Hello! 

* When I contacted BC.GAME support service with a request to remove 2FA, I was asked to verify (they gave me a link) and asked me to send a screenshot of my deposit in BC.GAME. I was verified on October 28 (I will send you the screenshot).

* Yes, the problem is only in the transaction ID (I will send you screenshots of correspondence).

* Last communication: they asked for the transaction to be in text in the screenshot, they were not satisfied with the screenshot from the blockchain, which clearly shows the transaction in text.

blockchain, which clearly shows that I transferred the deposit to the account of the company, they were not satisfied with the transaction hash in text. I will attach the screens)

I wrote them this message on November 19 (they never replied to it) : 

Hello! I've done everything you asked ... I passed verification, I sent you a screenshot of the wallet, I wrote a separate transaction, it shows that I sent money to your wallet. 

You ask that the transaction ID from the sending wallet be visible at the top of the provided receipt for our verification. 

But how can I do this if the wallet does not display the transaction ID. At the top of the receipt there is a Copy transaction ID, clicking on it will copy the transaction, here it is 0x724893969a9fea897df18cd5213add01339b8ac986b40fcf9044442523d6a4ac . 

I can't influence it in any way, the wallet doesn't provide such function of displaying the transaction in text. 

It does not depend on me. It is clear from the transaction in the blockchain that I sent the money to your wallet.

Thank you becausefold for all the information provided so far. I will now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you becausefold for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BC.Game Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and how we can help the player access their account.

Thank you!

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.

Hello,

Please let me know which wallet you are using so we can check this, and I will get back to you with an alternative way to authenticate yourself for verification purposes.

Best Regards

Panda - BC.GAME

Hello,

Thank you for the reply i am connecting with our email team and risk team related to this and we will email you again in 24 hours.

Best Regards

BC.GAME

Hello! Thank you very much! I can log into my account again!

Здравствуйте! Большое спасибо! Я снова могу зайти в аккаунт!

Dear becausefold, can we consider your issue resolved or should we wait until you confirm your withdrawal has been successful? Thank you in advance!

Hello! Thank you! We can consider the problem solved.

Ciao! Grazie! Possiamo considerare il problema risolto.

Dear becausefold,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter