BC.Game Casino - Player’s request for responsible gambling measures ignored.

Hello,

On 17th February 2024 I registered in BC.Game Casino. I got some fun and I was requested to do the KYC.

On next day (18th February) I was still waiting for approval when I manifested for the first time via chat that I suffer from addiction, thats why I had hurry to withdraw my funds.

After that I had some issues on some bets that simply disappeared that were partially resolved on bitcointalk forum.

https://bitcointalk.org/index.php?topic=5486137.0

As you can notice on 24th February, BC Support OP was notified by one of the most important admins regarding to my condition - addiction, requesting them to close my account.

During my betting period, I earned some weekly and monthly calendar bonus. I was done with betting there but I intended to receive my bonus to compensate my losses.

I contacted casino asking them to limit my stakes or limit my deposits - and surprisely they don't offer that services to the customers - but their theirs say so.

On 3rd March my account was closed (I didn't request it to be closed because I intended to receive the calendar Bonus in next weeks).

When I asked for the reason, they told it was due to my addiction - so I requested to them to be right about that, because I had manifested my health condition on 18th February, and it was publicly exposed on forum at 24th February.

I was contacted by OP Support on BitcoinTalk forum almost 48h before saying: "our platform has identified potential signs of your gambling addiction, and we strongly recommend that you apply for self-exclusion."

Unfortunatly their chat don't have a date on the conversations, but besides all chats communications and all my activity that is easily identified as addiction by their algorithms, since 24th February they know my condition.

So I request them to rollback my account to that moment as they knew I suffered from addiction and they weren't able to provide the protection tools I requested (deposit limit or stake limit or game session timer). I'm attaching multiple evidences, of my addiction, conversations with their support, bitcointalk forum messages, their ToS rules about addiction protection mechanisms etc.

Due to their calendar bonus and not having anyway to limit my account, I continued with my account opened depositing and losing everything everyday. They stated they will fix those terms but in fact it affected me not having my deposits limited as it was supposed to.

So I have a minus difference of $4008.59 at very least since the moment I can proof they knew about my condition.

Dear ghostingura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Additionally, I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

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

Best regards,

Petronela

Hello! Thanks for help! I sent you an email with many attachments as evidences. Let me know what else I can do.

Hello,

We request the user to share the specific chat or email where they discussed self-exclusion or issues related to gambling addiction. On March 2nd, we received a message from the user about gambling addiction. Our support team suggested self-exclusion, which the user declined. However, in line with our terms and conditions, the system automatically applied a lock to the user's account. This step was taken to ensure responsible gaming practices were upheld.

Best Regards,

PANDA - BC.GAME

Hi ghostingura,

As per your statement during the live chat conversation, you notified the casino about your gambling issue on February 18th.

• Could you kindly provide any supporting evidence for this?

Unfortunately, we cannot compel the casino to implement any account limits (such as deposit or wager limits) if they do not offer such options.

It's noted that you were presented with the opportunity to voluntarily self-exclude from the casino permanently. However, you chose not to follow the casino's advice as you wished to continue receiving monthly bonuses.

I regret to inform you that we consistently advise our users to openly communicate their struggles with gambling, even though it may be challenging, and never to use it as a bargaining tool to secure bonuses. Based on the entire forwarded communication, it seems that you sought to set a deposit limit, which was not feasible. Additionally, when offered the chance to permanently close your account, you declined due to your desire not to forfeit your forthcoming monthly bonus. Subsequently, the casino identified your gambling issue and proceeded to close your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello Petronela

Could you kindly provide any supporting evidence for this?

Yes, that evidence is on the video I sent you I'm reuploading here:

https://streamable.com/hd2vff

Also BC.Game just confirmed that today here :

First, let's address your claim that you informed customer service about a gambling addiction on February 18th. At that time, you hadn't met the x1 wager requirement but requested a full withdrawal, citing a gambling addiction. It became a bit tricky because, in that context, the customer service team perceived it as an attempt to quickly withdraw funds without fulfilling the x1 wager requirement. Given similar requests they've handled many times before, they didn't acknowledge your gambling addiction.

Unfortunately, we cannot compel the casino to implement any account limits (such as deposit or wager limits) if they do not offer such options.

Their casino offer deposit limits and stake limits on their Terms and Conditions - and I appealed to those limits that were rejected by them stating it doesn't work.

You can those limits here here as I do: https://bc.game/help/responsible-gambling

Thanks

I hope you're aware that chat records are maintained by both parties. Therefore, the screenshot you've provided doesn't seem to accurately represent the authentic chat conversation. Below is the actual chat that happened with our support.



Thank you very much, ghostingura, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Deat ghostingura,

Thank you very much for sharing your negative experience. Since both parties have already engaged in conversations, I require some time to assess all that has been discussed. I will respond to you as soon as possible.

Dear BC.Game Casino team,

thank you very much for your cooperation. I can confirm that the player has provided extensive evidence, including video footage, which makes a strong case. Can you respond to his latest message? Do you believe it was altered even in the video?

Can you clarify why the player's account was only closed on the 2nd of March, despite him mentioning it publicly on the forum and possibly in the chats much sooner?

Thanks Jozef, lets hear from BC.Game Casino now

To make it clear, on the forum it is public that in 24th February holydarkness that is a very known and honorable member of that community asked them to place my account in an exclusion as part of the Gamble Aware regulation. He even asked that through via Private message.

https://bitcointalk.org/index.php?topic=5486137.msg63713847#msg63713847

BC.Game Casino ignored all these signals and requests.

I'm ok if they rollback my account to 24 February on the moment of that post for example.

Also I would like to hear from casino, why didn't they comply with their actual (on those days) Responsible Gaming Policy - as it mentioned the players could have their deposits limited - as I asked multiple times and it was rejected.

So at least in 24 February they were publicly notified about my addiction as it can be accessed and seen by everyone. Its all I'm asking, to revert my account to the moment they knew about my addiction, nothing else.

Casino would profit anyways doing that.

Since casino decided to not answer anymore, what happens now? It passed 3 weeks since their last interaction already.

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.

What can I do now? I tried to contact CIL, but no answer 5 weeks passed almost... BC.Game do whatever they want... please give them some bad feedback at least. Thanks

Dear ghostingura,

Today, the casino team contacted me and shared additional information. I will review it and get back to you promptly.

Ok, I hope they answered why did they ignore all my account restriction requests. They changed their terms as I told because they were wrong and they didn't comply with it. I asked many times to restrict my deposits my stakes and nothing was done.

Dear ghostingura,

thank you very much for your patience. I wanted to inform you that our communication with the casino team is still in progress. I will reach out to you as soon as possible.

Can't you turn that communication public to me? I show evidences, I made questions that they didn't answer. I'm still missing answers and more important than that: my funds. Thanks

Dear ghostingura,

thank you for your patience during the resolution. Be aware that as of now, the casino team has not provided anything that would alter my opinion on your case. However, I am scheduled to have a call with their representative to summarize all the information. The call was supposed to take place yesterday, but unfortunately, the casino team postponed it for valid reasons. I would like to disclose this communication, but it is a private exchange between me and the casino representative, and I must honor their request not to share it. I will update you on the outcome as soon as our discussion concludes. Following that, I will provide you with a decision and potential next steps.

Dear Ghostingura,

I can confirm that today I had a call with the casino team, and I was provided with relevant evidence showing that they never received your initial message about the gambling problem. I am not suggesting that your evidence may have been altered, nor am I implying that the casino altered evidence. It's possible the message was lost somewhere in between. Unfortunately, this is not a sufficient reason for a refund since I believe you could have taken additional action by contacting them at least one more time.

Additionally, in your thread on bitcointalk where you partially mentioned this message about addiction, it would have been a great extra step for them to focus on this information and contact you immediately. You could also have contacted the casino directly to push this conversation. Even on the bitcointalk forum, the entire conversation was focused on the sports betting issue. Shortly after you contacted the casino team directly, they promptly closed your account. I can also confirm that we have only had positive experiences with the casino team, and their responsible gambling measures are at a good level.

Based on the information above, I am forced to close this case as 'rejected'.. I am not saying this case is completely unjustified. I simply have to conclude that the information provided is insufficient for a deposit refund.  You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru