BC.Game Casino - Player repeatedly allowed to open new accounts after self-exclusion.

Hallo,

Im writing this complaint because I was able to create a new account multiple times after being excluded for gambling addiction.

I have mentioned this to the support numerous of time, and got my accounts excluded.

I haven't complained before about it because I believe it was my own fault for creating a new account, but now im at my fourth account and I need to make this complaint because what else stops me from making a fifth account.

I don't believe that bc.game is protecting and doing enough to prevent users from creating a new account after being excluded.

I have logged in with my google, email, telegram and multiple mails. How is this possible so many times?

I have used the same wallet address to deposits each time, logged in from the same IP.

Is it really okey for bc.game to accept me again after I requested to be excluded due to strong gambling addiction.

Hello Jagambling,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how exactly did you request for self exclusion - can you forward the exact same request to nikolas.b@casino.guru? How much did you deposit into all of your accounts in total and did the casino refund anything back to you? How did they respond when you contacted them regarding your multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hallo Nick,

I messaged the live chat on all excluded accounts. They would ask for reason and periode for exclusion. I always choses "addiction" as reason and "permanent" as period.

But I don't see how this is helping when you can just login within 2 minutes using another login option.

I haven't received any refund but I haven't asked for one. A cross all accounts that was created after my first perm exclusion, the deposits is more than 10k USD.

The chat support just states that's its free will and they don't have any way to identify users that already has been excluded due to addiction.

Instead they just see my messages af a suggestion for the future. I don't know what I expect from this but I doubt that they would compensate me.

But do you know what the rules is, the casino is licensed in Curacao, aren't they supposed to identify the excluded players?

Please look at the screenshots I have provided you, it clearly states that I an addicted. BC didn't close my account after I clearly told them I was addicted. Now I managed to deposit and loose another 2k.

I really try to control my self, I don't understand how a licensed casino can keep gambling addicts account active.

Im surprised that this casino has a score of 8.5, they are very rude.

Hello Jagambling and thank you for all the information provided. As the casino requires only e-mail address to register, the casino should at least prevent account creating from the same IP in such cases. Your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you. And yes, every account was accessed from same devices and network.

Hello Jagambling,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I can understand that it is not easy to just stop gambling when the temptation is great, however, I must inform you of the following that I've found in BC.Game Casino Self-exclusion section

Although we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, this is not an industry standard for Curacao-licensed casinos yet. The casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard for Curacao-licensed casinos yet.

I strongly recommend to seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here

Your main account was closed per your request, and the creation of other accounts was solely your responsibility. Unfortunately, I'm not sure if anything can be done in regard to the funds you have deposited and lost in the casino. Please let me know if I can be of any further assistance.

I hear what you are saying but don't totally agree with you. Can I get some help with filing a complaint to the licensing provider or Curacao Regulators? Also, what changed d. 1 sep? I heard that they would use higher standards.

At least I should be compensated for the amount that was lost after I clearly stated to support that I had another account self excluded and that I was a Gambling addict, they didn't close my account after that which lead me to lose another 2k.

I hope you can agree with me that after I told the casino that I was excluded from their services because gambling addiction and that im playing on a new account, the casino should have closed my account instantly.

Dear Jagambling,

Can you please confirm that apart from the different email addresses all other details (name, address, date of birth, payment method, etc.) were inserted the same for all of the accounts you created after you informed the casino team about your gambling addiction? Were all previous accounts closed after you informed the casino about your gambling addiction in a reasonable time?

Which of your accounts was or is still open despite you having informed the casino support about your gambling problem or your self-exclusion request?

I was never asked to do any KYC, also not when withdrawing.

Alle the screenshots above is from the account where I mentioned that I was a gambling addict and clearly identifying myself as excluded with another account. There is also screenshots where I mentions to the staff that I visited my account 4 days later and it was still active.

Dear Jagambling,

I can agree with you that the casino team could have asked you to undergo a KYC check, however, the casino has stated this in its terms and conditions

6. Know your Customer ("KYC")

BC.GAME reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. BC.GAME reserves the right to restrict service and payment until identity is sufficiently determined.

From the screenshots, it is not visible from which of your accounts you have contacted livechat support. Which of your accounts was or is still open despite you having informed the casino support about your gambling problem or your self-exclusion request?

Can you please confirm that apart from the different email addresses all other details (name, address, date of birth, payment method, etc.) were inserted the same for all of the accounts you created after you informed the casino team about your gambling addiction? Were all previous accounts closed after you informed the casino about your gambling addiction in a reasonable time?

Account with ID 19020839 was and still is active after clearly stating im a gambling addict with multiple accounts excluded.

Same wallet address and IP was used on all accounts.

Dear Jagambling,

I can agree with you that once you have clearly stated your gambling problem your accounts should have been closed as soon as possible.

I will contact the casino to shed more light on this matter.

We would like to invite BC.Game Casino to join the conversation.

Dear BC.Game Casino,

Can you please provide information on why was the player's account not closed as soon as possible once the player clearly indicated their gambling problems?

Dear Jagambling,

We empathize with your struggles regarding addiction and related challenges. Please be assured that we take such matters with the utmost seriousness.

Upon reviewing the account you've mentioned, it appears that deposits were made from a Binance hot wallet. It's important to note that we are unable to block such accounts as they may not be exclusively used by a single individual.

Furthermore, we observed that the IP address associated with this particular account was flagged as potentially being a VPN. While we are committed to assisting players, personal responsibility also plays a significant role in these situations.

We strongly encourage you to seek the necessary support and help that you may require. We have taken the step of closing the account under User ID 19020839.

Best regards,

BC.GAME

exactly, it was from a Binance wallet. Binance is very strict and requires KYC, buying on Binance can only be done with your personal credit card, matching the KYC.

I did not use any VPN.

Im happy that you have finally closed the account and is taking this matter serious.

What would you do about me still being able to deposit 4 days later and lost another 2k after I clearly mentioned that I was excluded for gambling addiction?

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.

Now they've stopped replying to this complaint. It feels like they're doing the same thing here as they did when I first contacted them about my problem, they just ignore me.

I really hope you can help me out and see that this casino might not be taking things seriously. It's important for sites like yours to know about this, so others don't face the same issues.

Im not even asking for any unfair request, as told, I've made multiple accounts and probably lost well over 20k on BC.game, and even on this particular account I've lost around 5k, and only asking for 2k in return which was lost almost a week after I made the staff known about my serious gambling addiction.

They obviously let my account stay active after because they don't wanted to loose a weak gambling addicted player like me.

Dear jagambling,

I appreciate your understanding of our position on this matter. Regarding self-exclusion, our procedures are very specific. Regrettably, since there was no direct request for the account in question to be excluded.

It's important to emphasize the terms you agreed to when excluding previously :

When you opt for self-exclusion:

 • You commit to not opening another account during the exclusion period.

 • Depositing or attempting to deposit funds into a BC.GAME account is prohibited.

 • Betting on this website during the exclusion period is not allowed.

 • The decision to self-exclude is entirely yours. As a result, BlockDance B.V. bears no responsibility for any potential losses you might experience during this time frame.

I regret to inform you that we cannot take further action in this situation.

Best regards,

BC.GAME

Dear BC.Game,

Can you please confirm that you let my account stay active after I notified you that I was gambling addicted and I was playing from an account created after being excluded from another account.

So why didn't you close my account instantly after mentioning all the above when it was against your terms - For me this is very one sided and seems like you allow me to breach your terms as long as I was loosing money on your site.

Can you please answer Casino Guru's question:

Dear BC.Game Casino,

Can you please provide information on why was the player's account not closed as soon as possible once the player clearly indicated their gambling problem

What did you mean when you stated the following?

Please be assured that we take such matters with the utmost seriousness.

Also, since you've taken so long to respond ive done some research myself, and it is against licensing rules to keep an account active after being made aware of problem gambling.

Dear Casino Guru,

I hope you can at least agree on me that my account should have been closed after I made the casino aware that I was gambling addicted, and was playing from a new account after being excluded

Dear Jagambling,

As I mentioned above, we believe that once a player clearly indicates a gambling problem or asks for self-exclusion, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible. However, I would like to get more information about the situation from the casino team.

Dear BC.Game,

If I'm not mistaken, after signing up, there should be a popup that asks the players to fill in their details. Should not this be one of the measures to prevent creating multiple accounts by the same player if the details have already been used?

Was this somehow (maybe accidentally) surpassed by the player? What other measures are in place to not allow creating multiple accounts so easily?

As can be seen from the screenshots, the player has informed the livechat operator about their gambling problems, why was the player's account not closed promptly?

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.

Dear Michal ,

Should not this be one of the measures to prevent creating multiple accounts by the same player if the details have already been used?

I can confirm that there is not a requirement to input this information, it is only voluntary. On the account in question neither name or DOB information has been inputted.

On another referenced account the First name was inputted as ‘dsd’ and the surname ‘sddsd’

Whilst we endeavour to protect users as much as possible, the claim that the same details were used is simply false.

I can also confirm that the IP address used on the account in question was different to any IP’s used on other accounts.

———-

As can be seen from the screenshots, the player has informed the livechat operator about their gambling problems, why was the player's account not closed promptly?

The chat related to this account and live support was conducted on September 4th. I can confirm the player did not deposit after this date. (Last deposit was 03/09).

However, the detail and conduct of this chat have been dealt with internally with the agent involved.

———

I trust this provides the further clarity required , if there is anything else you need please don’t hesitate to ask.

Best regards,

BC.GAME

Hi Michal and BC.Game

Thanks for confirming that you didn't ask me to fill in my personal information for identification. And all accounts was acceded from my iPhone and laptop, but I also got a new laptop in august as well so this might be a new ip, idk. But I still used my phone as well.

The following is true:

The chat related to this account and live support was conducted on September 4th. I can confirm the player did not deposit after this date. (Last deposit was 03/09).

The casino was first made aware of my addiction and that I was playing from a new account after being excluded the 30th of August. This below screenshot is from that conversation 30/8 2023.

I did also make deposits 04/09, but this might show up as 03/09 for them because of different time zones.

Dear Jagambling,

Just to clarify the situation, the deposits shown in your last screenshot were made between 30.8.2023 to 04.09.2023. No other deposits have been made between 30.8.2023 to 04.09.2023, right?

In the screenshots, it only says "Krypto" What crypto currency was that, or even better what is the amount of deposits in EUR or USD, please?

Yes these are the deposit I made to BC between 03.9.2023 to 04.09.2023.

It is USDT, so the total amount would be 2001 USD, and no other deposit was made after this.

That is simply not true...

You can also see that in the chat that BC does confirm exists, I clearly told the chat support member that I contacted them 4 days earlier about being able to gamble from a new account after being excluded from gambling addiction and here he does not deny such conversation to not exist and on the other hand actually confirms it by saying I didnt asked to get excluded on that conversation.

Both conversations is from the same account with id: 19020839

Dear BC.Game Casino,

I agree that you have mentioned this in your self-exclusion section:

9. By self-excluding, you agree that:

You will not create another account during this period.

The player's personal responsibility also plays an important role in these situations, however, for a great-rated casino like yours, we expect you to take any self-exclusion requests and gambling problem requests more seriously and that the process in this matter would be much more user-friendly. We know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. Once the player clearly indicates a gambling problem or asks for self-exclusion, the casino team should act promptly.

From all the information gathered so far, it looks like this was not the case. A fair approach in this case seems to be to return the player's last deposits that were made between 30.8.2023 and 04.09.2023.

Dear Michal and Casino Guru,

Thanks for understanding the urges of a gambling addict and taking this matter so serious.

BC.Game, I believe that it is a fair to reimburse me the 2k. This still leaves you with well over $10k that I lost on multiple other accounts that was created after my first self-exclusion, I will not proceed to recover those losses if you accept the 2k reimbursement.

Btw. can you please hide my email in the last message where BC.game has public mentioned it.

Dear Michal & Jagambling

The player contacted live support via the account in question once and only on September 4th. No deposits were made to the account subsequent to the mentioned date. Had there been any deposits during this period, we would have been more than willing to consider refunding those amounts as a gesture of our commitment to responsible gaming and player well-being.

While we deeply understand and empathise with the challenges faced by individuals with gambling concerns, based on the information at hand and our thorough review, we regretfully conclude that compensation will not be issued in this case.

Best regards,

BC.GAME

I have always been clear and hornest, sad that when this conclusion has been made by casino guru, BC.Game suddenly don't want to stand by the conversations.

BC.Game, Can you tell me what account the screenshots I provided first then belongs to? Because then I should be compensated on the deposits on that account.

Even though I will stand by that the screenshots I provided belongs to the same account and as you can see I also referes to that account where I contacted the support 4 days later where I clearly told the support that I contacted them about being able to create and gamble on "THIS" account after being excluded for gambling addiction.

I have provided the proof and stand by it all the way through this complaint, and only now BC.Game suddenly don't want to stand by those conversations. I hope that casino guru can see that BC.Game is lying and that their rather good score would be corrected.

Why didn't the support member tell me that such conversations didn't exist on that account when I told him that I contacted them 4 days earlier on the same account?

He only told me that I didn't request to close that account, which was true but I did mention my gambling addiction so I believe that this is clear proof that the support member knew what conversation I was referring to.

Hello,

For clarity, I'd like to highlight that the account with UID 19020839 contacted our support only once, and that was on September 4th. The assertion that support was approached 4 days earlier does not align with the records associated with this specific account. There are no other recorded visits to our support for this UID other than the one on the 4th of September.

It seems possible that you might have reached out to our support through a different account, which was subsequently locked. Then, on September 4th, you connected with us using the UID 19020839, perhaps assuming it was the initial account. However without addtional details of all accounts you held on the webiste, I am not able to confirm this. 

I recognise that this situation is perplexing for both Casino Guru and the account holder. Nonetheless, our records confirm that no deposits or losses were reported after the support interaction on September 4th.

Given the circumstances and our findings, I must reiterate that we cannot issue a refund in this case.

Best regards,

BC.GAME

And I want to clarify that I only had one active account on BC.Game the 30.8.2023, and that was the account with id: 19020839, so it wouldn't be possible for me to message you on other accounts at that time.

Also, the support member confirms the conversation exists when I contacted you on the 4. September.

I'm shocked that a casino so big, and I've lost so much them and they are behaving like this and lying even after I've lost over 10k on them after being excluded, just to keep another 2k. Very greedy, and clearly a sign that they know what they did was wrong and are trying to cover it up.

Dear Jagambling,

Can you please write down all the email addresses that you used to create your accounts (I will make this private so only we, the casino, and you will see this) to check when they were opened and when they were closed by the support team as per your request?

Thank you for the provided information, Jagambling.

Dear BC.Game Casino,

Can you please provide information on when were the player's accounts opened, closed, what were the amount of deposits and withdrawals (if any) for each account? When the player contacted the support team to close their accounts to me at michal.k@casino.guru and to the player as well because it's their own information?

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.

I see that BC.Game now has a score of 5.8, to be honest I believe this is closer to the correct score, but still too high.

I got to know BC.Game through the crypto casino section on Casino Guru and I would never have signed up if they didn't have a score of 8 - 10 at that time.

They were very quick to reply when they accused me to not have messaged them, and now when they have to provide evidence they suddenly can't reply fast anymore.

Hello,

All the information related to accounts was sent to Adam by my colleague. Please let us know if you need any further information related to this.

Best Regards

SAM - BC.GAME

I havent recieved anything and who is Adam?

We have sent this information to Casino.Guru and they will review the information further.

Dear Jagambling,

Please disregard the previous post from the BC.Game team, this is supposed to go to a different complaint thread that my colleague Adam is moderating.

I'm receiving additional information from BC.Game team today, so hopefully we can move on with your complaint.

Ok thank you. I still want to request a copy of my personal data so im sure that it hasn't been manipulated.

Since the casino hasn't responded with the request yet, I see it as a breach to my GDPR rights, can they at least appoint me to their DPO then?

I’m i talk with a curacao lawyer and we need the information to proceed, apparently they have violated multiple licensing rules and we will sue the licensing provider for such

Dear Jagambling,

I have received additional information from BC.Game team, and it appears to be in some contradiction with what you mentioned earlier.

You reached out to the live chat agent for the first time on September 4, 2023, from your account ID 19020839 (we have received proof of this). Which account and how long have you used it before you created the account 19020839? On top of that, only one of all the accounts you have created has your valid personal data, and it was account ID 6406705, not ID 19020839. The account ID 6406705 was closed on January 9th, per your request.

What can you say about this?

Please forward all the data to my email so I can look trough it.

All I can say that this doesn't add up. I contacted the live support 30.8.2023 and then four days later the 4.10.2023 and this was on account with id: 19020839

I mentioned earlier that all I did was sign up with my email, phone number or telegram, I don't remember what accounts that I filled more information because I was never requested to do so.

Did bc.game tell what account the messages that was sent the 30.8.2023 then belongs to? What's the point in taking screenshots as evidence if the casinos just say those messages dont exist. The messages was sent on the same account but in a different chat.

And can you confirm that the message below exist on account 19020839, where I clearly mentions that that I contacted them about my addiction on THIS account

"My other accounts was closed for gambling addiction permanently, I complained 4 days ago explaining that I have managed to create this account even though I was exclude for gambling addiction.

To my surprise this account was still active even though I explained that I am already excluded for addiction"

Dear Jagambling,

You can, of course, request the casino team to send you the data from your accounts, but you need to request this from your registered email for each of your accounts. That means for each account separately from the email you used when registering.

I've already done this on account with id: 19020839 and haven't received any repsonse.

Also, according to GDPR I have the rights to get all the information you hold about me, so in this case, im obligated to get the info from you as well. I can't see why you won't give me my own information that you withhold, also I can't see why you won't help me get this information from the casino.

I feel like you are taking the casinos site even with the little effort they have provided and the violations they have committed.

And what are you going to do about the evidence I have provided you with the casino lying about me only contacting them once?

Dear Jagambling,

The casino team should reply to your request and send you the data from your account. If you want the data from all of your accounts you need to request this from your registered email for each of your accounts. That means for each account separately from the email you used when registering.

When it comes to the data we have collected to examine your complaint, these are used according to our T&Cs.

If you suspect any misuse loss or unauthorized access to Your Data, please let us know by contacting at: security@casino.guru

As per our company policy, we don't share sensitive data with any other 3rd party.

From all the information gathered so far, it looks like this was not the case. A fair approach in this case seems to be to return the player's last deposits that were made between 30.8.2023 and 04.09.2023.

The above was your stand, have you changed your mind? - Even though I provided you with proof that the conversations exist?

Also, I have now contacted BC.Game on all emails, I don't know how to request the information from the account where I signed up with telegram since I never used an email there.

Can you please request BC.Game to send me the data, they try so say I can't get it.

Dear Jagambling,

That is a rather unusual response. I will double-check this with the casino representative, but I think you should receive the data from the account despite it being closed because of self/exclusion.

To your question...

From all the information gathered so far, it looks like this was not the case. A fair approach in this case seems to be to return the player's last deposits that were made between 30.8.2023 and 04.09.2023.

The above was your stand, have you changed your mind? - Even though I provided you with proof that the conversations exist?

New information has recently emerged, and naturally, it has altered the circumstances. The conversation you referred to indeed exists, but it took place on September 4, 2023, using your account ID 19020839. This marks the initial instance of your interaction with our support team using account ID 19020839, as no prior chat records from this account ID have been found. Hence, it appears that you may have reached out to support using a different account previously.

To your account that you have created via telegram, I have received this response:

telegram: 535****9

Unable to find the account based on the details provided. Please provide 1x deposit transaction ID (txid/hash) so we can locate the correct account.

New information has recently emerged, and naturally, it has altered the circumstances. The conversation you referred to indeed exists, but it took place on September 4, 2023, using your account ID 19020839. This marks the initial instance of your interaction with our support team using account ID 19020839, as no prior chat records from this account ID have been found. Hence, it appears that you may have reached out to support using a different account previously.

There is earlier chats but I believe that the casino hasn't provided you with it.

To be perfectly clear, this messages is from account 19020839 and was sent 30.8.2023. And if they haven't been provided to you then the casino simply didn't sent it to you and are lying about it.

And what about Nick's respond that a casino should at least check for excluded IP addresses if they don't request anymore information from a user than an email.

Hej Jagambling og tak for alle oplysningerne. Da casinoet kun kræver en e-mailadresse for at registrere sig, bør casinoet i det mindste forhindre oprettelse af konto fra den samme IP i sådanne tilfælde. Din klage vil nu blive videresendt til min kollega Michal ( michal.k@casino.guru ), som vil hjælpe dig fra nu af.

Anyways, I never thought you would help anyways, and btw, I lost close to 30k on BC.Game and first account was created with your affiliate link so I hope they haven't lied to you about that as well.

Have a good day, and please remove my phone number from the previous post.

Dear Jagambling,

I understand your frustration, but self-exclusion serves to prevent gambling addiction and is not a way to get back previously fairly lost funds. You have provided the screenshots from the live chat conversation, but it is not visible from which of your accounts and on what day you contacted them. The casino team has provided us clear evidence that the conversation you referred to indeed exists, but it took place on September 4, 2023, using your account ID 19020839 after you lost your balance. This marks the first instance of your interaction with the casino support from your account ID 19020839. No previous livechat conversation has been done from your account ID 19020839. You most likely previously contacted the support from another of the many accounts you have created, which you should not have opened. The account ID 19020839 is now closed.

We know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, however, the player's personal responsibility also plays an important role in these situations. On top of that, only one of all the accounts you have created has your valid personal data, and it was account ID 6406705, not ID 19020839. So even if you would have won on your account ID 19020839 you would not be able to pass the KYC process. The account ID 6406705 was closed on January 9th, per your request. All the other accounts you have created had invalid or incomplete data inserted in them, you used a different email address, so the casino "duplicate accounts filter" did not detect these accounts.

Although we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, this is not an industry standard for Curacao-licensed casinos yet. The casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard for Curacao-licensed casinos yet.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 

If you feel you want to take this complaint further you can contact the Curaçao Interactive Licensing (CIL) authority here (info@curacaolicensing.com and helpdesk@curacaolicensing.com ) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best Regards,

Michal

Casino Guru