BC.Game Casino - Player accidentally self-excluded, unable to access funds.

Hi - I accidentally pressed the ‘permanent self exclude’ button when opting for a 24 hr time out on BC game. They have since not let me

back into my account although I have funds still in it as they say the decision is irreversible. I want my account unlocked and I want to withdraw my funds. Seems ridiculous that I can’t get to my money. I have email proof of me trying to re open my account very soon after the ‘permanent’ self exclusion took place

Dear kcass4728,

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

Please understand we can't help you lift any current self-exclusion or blocking of your account if you request it.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino explained whether the funds on your account can be returned to you?
• Could you please share your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you very much, kcass4728, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok thank you

Hello kcass4728,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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,

We are investigating further into this matter as it shows that the user has done the permanent self-exclusion from our on site option themselves. We are checking what they have selected and we will get back to you with further solution.

Best Regards

Panda

As we found the further details seems like there is no possibility of opening the account. User can email us from their registered email address for withdrawal of funds. support@bc.game and cc panda@bcgame.com

For more details regarding the self exclusion: The user has chosen the time period as permanent and also confirmed the same with email as you get second confirmation on email and its only done after you confirm from the email.

Best Regards

Panda

Thank you, BC.Game Casino for the update.

Dear kcass4728,

Please, proceed according to the instructions given by the casino to withdraw the remaining balance of your account. Since you confirmed the self-exclusion process, there is no possibility of reopening your account. Please let us know here when you receive your funds so we can close this case.

Dear kcass4728,

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 have emailed the team

Thank you, kcass4728, for the response.

Please, let us know here in the thread when you receive your money so we can close this complaint as resolved. We will be waiting for your update.

Dear kcass4728,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.