BC.Game Casino - Vraćanje igračevog naloga je odloženo.

In an attempted hack, I requested my account be blocked by online support. I requested its restoration, and they asked for all my information via email. I sent it all, and they asked for the same information again. I sent it again, and they continue to treat me like an idiot without returning my account. I have six emails in which they refuse to return my account, in addition to having and sending my identity document.

En un intento de Hacking pedi el bloqueo de mi cuenta al soporte online, solicito el restablecimiento de la misma me piden todos los datos por mail, envio todos y me vuelven a pedir lo mismos, volvi a enviarlos y siguen tomandome de idiota sin devolverme la cuenta, cuento con 6 mails en los que rechazan devolverme la cuenta , or ams de tener y enviar mi documento de identidad

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please advise if you had any remaining real money balance in your casino account?
• Was the account blocked at your own request or as a result of the casino's decision?
• Does the information in your player account accurately reflect your personal details?
• Could you please forward any additional communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

The account had a balance, plus bonuses. When I realized it had been hacked, I requested it be blocked. I don't know how the person who accessed it modified the information, but they couldn't verify my KYC or my ID. I sent my information in the emails and answered everything they asked, but they still haven't responded. The balance doesn't matter; I only care about the account.

La cuenta tenia un saldo, ademas de bonificaciones,al darme cuenta del hacking pido el bloqueo de la misma, no se a que punto modifico la informacion la persona que ingreso pero no pudo validar kyc y mi documento de identidad,en los mails mando mis datos y respondo todo lo que piden ,siguen sin respuestas,no importa el saldo me importa la cuenta

Dear migue5858,

What's your uid?

This seems like a bad joke; they ask for my information, I send it, and then they ask for the same thing again.

Esto parece un chiste de mal gusto me piden los datos los envio y vuelven a pedirme lo mismó

I still haven't received any updates on my account. They haven't resolved the issue. On the 26th, they requested my information again for the seventh time. I sent everything and still nothing.

Sigo sin novedades de mí cuenta no solucionan el 26 me volvieron a solicitar los datos por septima ves envio todo y nada

Dear Player,

Thank you for your messages.

Dear BC.Game Casino,

Do you have any updates for us in relation to this complaint?

Thank you for your cooperation.

They contacted them again today, requested KYC verification, which I completed and am still waiting for a response.

se contactaron de nuevo el dia de la fecha , pidieron la verificacion de kyc, realice la misma sigo a la espera

Dear migue5858,

I contacted the recovery team yesterday to follow up and have already shared your latest KYC information with them; the matter is currently being processed.

Dear migue5858,

Your KYC verification is complete. Please provide the new email address to be linked to your account, and the recovery team will proceed with the next steps.

My account was reset, I changed the password, I changed the email, I activated 2 FAS, I loaded 62 USD in XRP.

I won the game and reached $208 USD. I want to withdraw, but they tell me that withdrawals are disabled due to a password change and the activation of 2FAS. So far, so good. I checked the time until I woke up, but I saw that someone had withdrawn my balance and transferred it to cWallet. I complained that I didn't make that transaction, that it could only be requested from the BC account. How could they do that if I changed my email, password, and 2-factor authentication? BC made fun of me, saying that I made that transaction. I complained that I didn't, and I found a chat that I didn't make. They asked for support and enabled the withdrawal, as if I had changed everything; they still have access to my account.

me restablecieron la cuenta, cambie la contraeña, cambie el correo , active 2 fas, cargue 62 usd en xrp,

juego gano llego a 208 usd , quiero retirar me dicen que esta desactivado los retiros por el cambio de contraseña y la activacion de 2fas hasta aca todo bien, consulto que hora hasta genial, cuando me levanto veo que alguien me saco mi saldo lo paso a cwallet, reclamo que yo no hice esa transaccion, que solo la podian solicitar desde la cuenta bc, como podrian hacerlo si cambie el correo , la contraseña y el 2 fas, desde bc me toman el pelo diciendo que yo realice esa transaccion, les reclamo que no lo hice me encuentro con un chat que no lo realice yo pide soporte y le habilitan el retiro, como si cambie todo aun tienen acceso a mi cuenta.

I have the chats they had with support.

How can they validate the withdrawal after I changed all my account security again? They ended up stealing the $208 USD. It seems like something more internal is going on. If they still manage to steal my balance after changing my email, password, and 2FA security, it's a disgrace.

tengo los chat que realizaron con el soporte

como pueden validar el retiro despues de que cambie toda la seguridad de mi cuenta nuevamente, me terminaron robando los 208 usd, me parece algo mas interno , si al cambiar el correo la contraseña, la seguridad 2fas , me terminan robando mi saldo es una verguenza

The casino had no security or professionalism. They asked me to do a million things, I did them, they refunded my account, but then they robbed me again right in front of my face. It's a total lack of respect, and to top it all off, they treat me like I'm crazy.

poca seguridad y seriedad del casino, me pidieron diez millones de cosas para que haga, las realice me devuelven la cuenta pero me vuelven a robar en la cara es una total falta de respeto esto, para completar me toman de loco

Thank you for your response. Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.