BC.Game Casino - プレイヤーのアカウントがロックアウトされました。

I’m unable to login into my bc game account after trying to login with my email and passport due to my 2FA,I lost my phone and I no longer have access to my 2FA anymore,I’ve complained to support@bc.com for a code to login via Mail but no response till now since last month,I will appreciate if you can help me have access to my account again.

Dear Santabnz,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulty you’re facing in regaining access to your BC.Game account due to the loss of your phone and 2FA access.

To assist you better, I’d like to ask a few questions to clarify your situation:

• Could you confirm if you still have access to the email address associated with your BC.Game account? This will be critical for recovering access.
• Have you provided BC.Game with any documents or information to verify your identity when you contacted them (e.g., ID, proof of address, or account details)?
• Did you set up any backup codes for your 2FA, or were they saved in a secure location before you lost your phone?
• Are there any specific responses you received from BC.Game’s support team, even if they didn’t resolve your issue? If so, please share those details.
• Lastly, if you have any screenshots of your communication with BC.Game’s support or proof of attempts to recover your account, could you forward them to petronela.k@casino.guru?

Your cooperation is crucial for us to mediate effectively. The more details and evidence we have, the stronger case we can present on your behalf to BC.Game. I understand how frustrating this situation can be, and we’ll do everything we can to help.

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

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Santabnz,

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.

I still have access to my email adreess Emma******99@gmail.com

Username -Santabnz 

iPhone 8plus

and I’ve also provided all necessary documents as require from via bc game customer center , till now nothing has been done and I don’t have access to my account anymore, and I don’t have any access to my 2fa after my phone got lost

here is also my last transaction from my account to Bc game before I lost my phone

Thank you very much, Santabnz, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Santabnz,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you please share detailed information regarding this case and guide the player on how to submit the appropriate request to reset their 2FA verification to regain account access?

Thank you in advance for your response!

Best Regards,

Kubo

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,

The user has to complete the ownership verification in a timely manner with our email support, and then we can assist the user regarding this. We are awaiting the response from user side.

Best Regards

BC.GAME

Dear Santabnz,

In your post from February 7, you mentioned that you had already submitted your documents via the BC.Game Customer Center. However, as stated by the casino representative, it seems that the required documents need to be sent via their customer support email.

Have you had any further communication with the casino regarding this issue via email? Please let me know if there are any updates.

Dear Santabnz,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo