What Happened
A player from Argentina says they asked BC.Game to lock their account after someone broke into it, then spent weeks and seven rounds of emails trying to get it back. A casino representative stepped in, the KYC was approved and the account was returned. Days later the player says they deposited 62 USD in XRP, ran it up to 208 USD, and woke to find the balance withdrawn to an outside wallet despite a new password, email and two-factor code. The casino, as the player tells it, said the withdrawal was theirs.
How It Developed
- 2026-06-23Complaint opened over the stalled recovery of the locked account.
- 2026-06-24The mediator asked whether a balance remained and whether the lock was the player's own request.
- 2026-06-25A BC.Game representative asked for the account ID, and the player posted it privately.
- 2026-07-02The representative said the recovery team had cleared the KYC and asked which new email to attach to the account.
- 2026-07-07The player reported the account restored, then a 208 USD balance taken while withdrawals were supposedly frozen after the security changes.
- 2026-07-08The mediator closed the complaint: theft from an account is a police matter, and Casino.guru has no power to investigate it.
Rejected
The account was restored during the complaint, but the later claim that 208 USD was withdrawn by someone else was closed as a cybercrime matter outside the mediator's scope.
What Has (and Hasn't) Helped
Posting the complaint got a casino representative involved, and the recovery that had stalled over seven emails was finished within a week. The second problem went nowhere: the mediator treats money taken by an intruder as a crime for the police and the bank, not a dispute with the casino. If you have been hacked, report it to the police first and keep the case number.