The player from the US had a gambling addiction and repeatedly requested permanent account closure without success. Despite contacting customer support multiple times, they were only provided with a self-exclusion link that could be canceled after 24 hours. The player faced severe financial and emotional distress due to this ongoing issue. We requested evidence of the player's communication with the casino, but the player did not respond. Consequently, the complaint was rejected due to lack of response.
BC.Game Casino - Player’s request for account closure has been ignored.
Amount: $5,000
BC.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
4d 7h 42m 46s
Case summary
3 days ago
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2 weeks ago
I am very sorry that it takes so long but my communication with the casino representative is still ongoing. I am extending the timer by 7 days. I do believe ti is last time.
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1 week ago
Hello,
After careful review, we have decided to offer the user a compensation of $2,500. We would like to emphasize that our self-exclusion process includes a cooling-off period, which is consistently applied to all users globally. This period is in place to accommodate the various requests we’ve received from our user base and aligns with industry standards across online casinos.
However, we fully acknowledge the importance of responsible gambling and are committed to ensuring our users do not suffer unnecessary losses. If the user agrees to this compensation, they can provide their USDT (TRC-20) address, and we will arrange for the refund to be processed within the next 48 hours.
Best Regards
Panda - BC.GAME
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1 week ago
Dear Player132,
I'm glad to hear we're close to a resolution. I consider the offer from the casino to be fair. Could you please let me know when you receive the refund?
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1 week ago
Hello,
Thank you for the confirmation. We are now initiating the refund process and it might take 1-48 hours. I will get back to you as soon as the refund is complete.
Best Regards
Panda - BC.GAME
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1 week ago
Dear Jozef,
I would like to thank you from the bottom of my heart for all of your help in mediating the complaint and seeking a resolution on my behalf.
I have yet to receive the refund but I certainly will let you know when I do.
Thank you
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5 days ago
Hello,
Apologies for the delay, But as we have been upgrading our systems its been taking longer then expected. I will update you as soon as the Withdrawal is processed.
Best Regards
BC.GAME
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3 days ago
Dear Player132,
I am extending the timer by 7 days. Please, let me know when you receive it.
Player132 has 4d 7h 42m 46s to reply
