BC.Game Casino - Igrač ne može da pristupi svom nalogu.

Sir i have account on bc.game. i m unable to login because of not getting verification code on Google authenticator. I want to reset 2fa security but nobody is answering my emails. I sent 30 emails to bc support but still not get answer. Please help i can provide everything what they need. But i am waiting for response. 

Bc id : 29879001

Mobile : +9715*****754

Email: ss*****2@gmail.com 

Username: ss*****2

Dear ss891132,

Thank you very much for submitting your complaint. I’m sorry to hear that you’re unable to access your BC.Game account due to issues with the 2FA verification code.

To better understand your situation and find a way forward, could you please clarify the following?

• When did you first experience this issue, and when did you start contacting the casino?
• Did you previously back up your 2FA recovery codes or link your account to a backup device?
• Can you confirm whether you would be able to prove ownership of your account? For example, do you have transaction history, past email communication with the casino, or any other identifying details?

Your cooperation is essential for us to assist you in the best way possible. If you have any relevant emails or screenshots of your communication with BC.Game, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Yes i have all the proof of deposit history and screenshot of my profile. I am sharing with you . I already uploaded on bc application my government identity and completed kyc . This is screenshot of my bc profile and withdrawal history

I don't have backup codes because my device is totally resete because of I forget Screen lock and now nothing showing in Google authenticator. I have all access like registered email and registered mobile number for all verification codes but there is no other option showing for login with another way .

I have 4 deposit payment is pending also and customer service staff is saying they can't investigate my orders send email . I sent soo many emails regarding that also from November December 2024 also but also not got any answer for that case also. You can see in screenshots also. I have total orders amount is 13k pending but still nobody helping . Bank confirmation and video statement i already sent to customer service and email also but nobody response . Customer service is saying always merchant not received money you Will get refund after 7 days but now 3 months done not got any refund. My bank customer care confirmed payment sent successfully paid to merchant account and if merchant not received then ask for bank statements but bc customer service is not providing any proof .

Petronela Kontos sir i am waiting for your answer and my hope is only you . Please try to solve my issue. Please try to reset 2fa security from my account

I sent you email also on petronela.k@casino.guru. but still not received answer

Hi ss891132,

Thank you for your messages. I understand your concern and we are working on your case.

To ensure a more efficient process, we kindly ask that you avoid sending daily messages. Please only send any new or important information that may be relevant to the issue. Each involved party typically has seven days to reply, and this allows us to investigate your situation properly.

• Also, could you please forward the original messages from the casino (rather than screenshots) to my email address at petronela.k@casino.guru?

Thank you for your understanding.

I already sent email to you on petronela.k@casino.guru . You can see in Gmail application

Hi ss891132,

To properly review your case, we kindly ask that you forward the original emails from the casino instead of sending screenshots. Forwarded emails allow us to see the full message headers, which can be important in verifying the details of your communication with the casino.

To forward an email:

1. Open the email you received from the casino.
2. Click on the "Forward" option (usually found in the reply section).
3. Enter my email address: petronela.k@casino.guru.
4. Click Send.

Please ensure that all relevant emails are forwarded exactly as they were received. Let me know once you've sent them, or if you need any help with the process.

Sir still ididn't received any email from casino. My conversation just started on casino customer service and they said wait 10-15 days our back end team will be answer in these days.but now almost 25 days nobody answered.

I received email and completed both step which they required . I already verified account ownership and sent deposit payment proof to bc support . But now not received any response

Thankyou soo much guys with your help my issue is solved. You can close this complaint now

Hello,

As I also replied to your email, please don't provide any edited proofs. You can use Google Drive to add the video.

Best Regards

BC.GAME

Already my issue is solved now and thanks for your answer. Please check email again i send something

Great! @Petronela, please help me close the case as the account is ok, and the deposits mentioned by the user were credited.

Best Regards

BC.GAME

This is payment proof successfully paid to merchant.

Please reflect my money i am begging for my money. This is not small amount but your bc game customer service is very poor and they are never solving issue on time.

Now they are saying they can't investigate my pending deposit orders . And that time everyday everyone saying wait sir i raised ticket our back end support team is working but after some days they said they can't investigate my pending orders

Please provide the order number, bank statement from the date of transaction to today, and a video proof. Please follow the guidelines for video proof, as mentioned below. You can send this video to panda@bcgame.com. Please also mention the link to this complaint for verification.

Steps to follow for video proof:

1. Prepare two devices: one to execute the appeal process and the other to record the entire procedure. If using a computer, ensure the website URL is always visible.

2. Navigate to Google Play or the App Store on the first device.

3. Locate and launch your bank or payment service app by searching for it in the store.

4. Log into your banking app and conceal your password during the process.

5. Access and display your profile or account details, including the account name and number.

6. Proceed to the transaction history section and present the most recent transactions, covering both incoming and outgoing payments that correspond with the time of the purchase. These should be in the same currency and from the account used for the transaction.

7. To highlight a particular payment, select it from the transaction list to show its details.

8. Provide comprehensive information about the selected transaction, including the total amount in currency, sender/receiver's name, account number, transaction date and time, and current status.

Best Regards

PANDA - BC.GAME

Hi ss891132,

Thank you for your patience. BC.GAME has provided a response and they are requesting additional documentation to proceed with your complaint. Please follow the outlined steps for video proof and send the requested information.

Your cooperation in providing this will be crucial to moving forward with resolving your case.

Please let me know if you need any further assistance.

Hi casino guru, Please answer i m waiting for your answer

Please you are only my last hope please solve my issue. This is not small amount

Hi ss891132,

To proceed with your request, please provide the following documents:

1. Payment receipts that show the visible transaction IDs for both pending deposits.
2. Full bank statements that include all transactions and are dated from the transaction dates (10th January 2025 and 25th December 2024) until today.

This will help us verify the details and resolve the issue as soon as possible.

Thank you for your cooperation.

Yes sorry for late answering .. i m already share Again i m sharing latest

I m trying to attach pdf here but its not showing here

Sir they are not showing transactions details of December month

Hi ss891132,

I want to remind you that without the full bank statement (covering the period from the transaction dates to today) and the requested video proof, we won’t be able to proceed with your case. These documents are essential for verifying the transactions and continuing with resolving the issue.

Please ensure that you send the required information as soon as possible so we can assist you further.

Thank you for your understanding.

Yes i m soo srry i sent bank statement pdf also but may b because of internet disconnect it was not sent to u. I m sharing now .. i m really sorry..

Hi ss891132,

Thank you for your response. We understand that there might have been an issue with sending the document. Please ensure that you send the full bank statement (covering the period from the transaction dates to today) along with the requested video proof to my email address as soon as possible.

If we do not receive the required documents, we will have to proceed with closing the complaint.

Looking forward to your response.

I sent you you can check. Video i attached i maked before this month when is sent email to bc support. I was trying to make New but my bank is not showing January month statement there is only download option so thats why i attached this old one

I just attach 10 January deposit order. If it is ok then i can attach 25 December pending order. Which i maked last month. And pdf bank statements is latest till today

And from 2 days my bc account balance automatically deducted. I never played crash game in my bc history and i checked there is only my login no other person is logged in. But in the bet history they are showing bets in crash game . I swear i never played crash game in my history. I m only playing Midas fortune then how my balance will be zero . I remember i left how much in my account. But they are not solving issue . This is first time happened 11 march and i changed password also and 2fa security also enabled. But after again yesterday my balance was zero from 834 INR. On 11 march my balance was 3400inr something that also zero

Dear ss891132,

Thank you for your patience while we review your case.

After checking the missing transactions, the casino confirmed that neither of them was processed through their associated merchants. To help us investigate further, could you check your bank statement and see if there are any successful deposits into this casino? Identifying such transactions might help us determine if there’s an issue with how payments are being processed.

Please let me know what you find, and feel free to share any additional details that could help clarify the situation.

Looking forward to your response.

Missing transactions:

Sir you can see this transactions which i marked its also successfull deposits

This is clearly marked sir

I can give you conversation screenshot also with bc support customer care everyday i was requesting about my payments. But they said everyday merchant not recieved payment. Sir you can see 25-12-2024 deposited two time to same merchant.first payment i send 20-30 minutes before same day and that was added in my account same time but 2nd payment not reflected. If merchant recieved first payment then why he did not recieved second payment . I sent with paytm both payments . Both payments are sent to hanuman security only 20-30 minutes difference

Dear ss891132,

Thank you for your follow-up and for sharing the screenshots.

We understand that you believe the marked transactions were successful. However, after reviewing the documents you provided, we noticed that some screenshots are either blurred or unclear, and the transaction descriptions differ, which makes it difficult to verify the payments properly.

At this point, our investigation is not progressing because the information is incomplete or unclear. Therefore, we kindly ask you to provide one clear screenshot of your bank or payment statement, showing:

• The successful transaction in question
• The exact date and time of the payment
• The merchant name (preferably clearly visible)
• The transaction amount

Please avoid sending multiple screenshots — we only need one complete, clear screenshot showing the relevant successful transaction to proceed.

Once we receive this, we will be able to continue with our investigation.

Thank you for your understanding and cooperation.

Hello,

Please, this is a suggestion for future reference for the user. Always close the initial complaint upon resolution and makea new complaint for any other issues. We mark the complaint as done from our end once we resolve the initial complaint.

Have you connected with our live support regarding any deposit issues you have received? IF yes, please provide the appeal ID, we will check.

Best Regards

BC.GAME

Dear ss891132,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear ss891132,

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.

This is payment successfully proof and date and time correct mention

Dear ss891132,

I’m sorry to say that we will now be closing and rejecting your complaint due to insufficient and inconsistent evidence.

To clarify, your original complaint focused on a missing payment made on 25.12.2024 for the amount of INR 4,999. Despite several reminders and deadline extensions over the past two months, we only received a single screenshot, which shows a completely different transaction — a payment made on 10.01.2025 for INR 3,999.

This screenshot does not correspond with the transaction you originally reported, and we still have not received clear, verifiable proof for the disputed deposit from 25.12.2024. As a result, we are unable to verify your claim or proceed with any further investigation.

We would also like to highlight that keeping a complaint open for over two months without the necessary supporting documents seriously affects our ability to manage cases efficiently and fairly for all users. For this reason, we kindly ask you to provide accurate and complete evidence within a reasonable timeframe in any future complaints.

Should you experience another issue and wish to file a new complaint, we will be happy to review it — but only if it includes complete and consistent information from the start.

I’m sorry we couldn’t be of more help in this case.

Best regards,

Petronela

Casino.Guru