What Happened
A player from Greece says they deposited about $1,071 in Bitcoin on 18 September and won more than $3,000. When they tried to withdraw, they were told two-factor login (2FA) was switched on, which they say they never set up. While they were talking to live chat, two large bets on the Crash game were placed from the account, and the player says they did not place them.
How It Developed
- Live chat wanted proof of the three most recent deposits, and the player provided it. The player says the agent thought the account looked hacked, and that login records showed access from Japan and Canada.
- Complaint opened. The player argued the account should have been frozen once they denied setting up 2FA, and asked for a goodwill payment or their deposit back.
- The mediator asked the casino to explain in full, share the chat log, and say why it had not frozen the account while it asked for more papers.
- The casino said many players forget they turned on 2FA, that it confirmed the player's identity before any action, and that its terms make account holders responsible for all activity on their account.
- The player asked the mediator to close the case as unresolved and said they would take it to a gaming regulator.
Unresolved
The casino said account holders are responsible for activity on their accounts and offered nothing back. The player says the bets were not theirs.
What Has (and Hasn't) Helped
Nothing on the page got money back: the casino relied on its rule that you are responsible for everything on your account. Turn on 2FA yourself, use a unique password, and if you see a security prompt you don't recognise, ask support in writing to freeze the account at once.