BC.Game Casino - Casino ignores player's account closure request.

Have a gambling issue. Told them to close my account out multiple times but they ignored me and never did just closed out the chat. Ended up depositing multiple times after telling them on 2 different occasions to please help me and close out my account because I have a problem. Going to file a complaint with ceg to try and retrieve my deposits only post telling them to close the account and nothing from before.

Dear dim557,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello,

We sincerely apologize for the inconvenience you've experienced with our service, and we deeply regret the frustration you've encountered. We understand the gravity of the situation and take your concerns seriously.

Your feedback is invaluable to us, and we are committed to addressing this issue promptly. We want to make amends for any lapses in our service and your losses during this period. As a gesture of goodwill, we would like to offer a full refund of $650, which represents the losses you incurred during this timeframe.

If you are willing to accept this offer, please let us know at your earliest convenience. We will process the refund immediately upon receiving your confirmation.

Rest assured that we have taken strict actions internally to prevent similar occurrences in the future. We are dedicated to providing better and more responsible service to all our customers.

Once again, we apologize for any inconvenience you've faced and appreciate your understanding as we work to rectify this situation. If you have any further concerns or questions, please do not hesitate to reach out to us.

Thank you for your patience and for bringing this matter to our attention.

Sincerely,

SAM - BC.GAME

i will accept the offer Sam. Thank you for the prompt response I just hope the customer service does better for others in the future.

How does the refund process work since this was a crypto deposit? Do I need to provide you an address?

How long does this process take waiting for a response

We will process the refund immediately upon receiving your confirmation.

Sam could you please clarify the process on this? You were responding promptly when communicating through discord before this case was opened I just want to know the timeframe I can expect to receive the funds since it has now been hours since your first reply

Could you please provide me with your USDT (TRC-20) address for the refund?

Furthermore, I kindly request that we keep our communication exclusively within this platform.

The refund process may take anywhere from 24 to 72 hours. Your patience is highly appreciated in this process.

Best Regards,

SAM - BC.GAME

Is there any reason it takes that long to pay out? And is there anything I can do on my end to expedite it?

Thanks to both parties for ongoing updates.

Dear dim557,

Processing refunds usually might take longer in our experience. I appreciate your patience and understanding.

Please let us know when you receive your funds, or if you need other assistance.

Hi,

Payment is done: https://tronscan.org/#/transaction/32188c63b6f773f74f1b36721cf20381a54dcba55e1faae17804037c10f1f2eb

Best Regards

SAM - BC.GAME

I have received thank you

Dear dim557,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system, and I changed the disputed amount to 650 USD

Thank you and BC.Game Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru