BC.Game Casino - Player’s self-exclusion request has been ignored.

Hello,

On the 10th July, I submitted an email to BC Game stating that I wish to self exclude. I actually used a template that was given by support on this forum to help another player. I have also tried to contact BC Game via live chat. Neither my email nor my live chat recieved any response and my account remains active.

Since sending the email of self exclusion and the fact that my account has remained open, I have been able to deposit $1974.22 in XRP.

I believe this to be against any form of responsible gambling - how on earth can I close my account if there is no response to my closure request? I have the email that I sent as evidence of my request.

I would like to be reimbursed the funds that by rights I should not have been able to deposit.

Hello Catseyes,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi there, my email subject heading was clear "Self Exclusion"

The first paragraph states the following:

"I'm writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material permanently and indefinitely"

I think that is fairly clear to the Casino.

The reason stated is as follows:

"The bonuses offered and BCD lock mechanism is poor and there are other sites that offer better deals"

I would say that Self exclusion is exactly that, the reason for self exclusion is largely irrelevant. It is the customers right to self exclude and had my right been exercised by the casino, I would not have gone on to spend additional money there. Still as of this moment I am able to play there.

Thankyou for your assistance.

Hi there, my email subject heading was clear "Self Exclusion" 

The first paragraph states the following:

"I'm writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material permanently and indefinitely"

I think that is fairly clear to the Casino.

The reason stated is as follows:

"The bonuses offered and BCD lock mechanism is poor and there are other sites that offer better deals"

I would say that Self exclusion is exactly that, the reason for self exclusion is largely irrelevant. It is the customers right to self exclude and had my right been exercised by the casino, I would not have gone on to spend additional money there. Still as of this moment I am able to play there.

Thankyou for your assistance.

Hello Catseyes,

Self-exclusion serves to prevent gambling addiction and saying to the casino that you do not like their bonuses is not a reason for self-exclusion and they had no obligation to do it so. Please request it again correctly and let us know the outcome as based on your first request, we see no reason why should have the casino exclude you.

Regards,

Nick

Dear Catseyes,

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 don’t agree with that statement.

If I tell a casino that I want to Self Exclude and close my account, they are obligated to honor it, regardless of the reason given.

Otherwise the only way to close an account permanently, would be to lie and say you have a gambling addiction!

It was my choice to join and it’s my choice to leave. I can’t leave if they won’t let me!

I can now no longer access my account.

Hello Catseyes,

I'm glad to hear that your account is no longer active. However, as I stated above, self exclusion serves for gambling addiction only and only in such cases should the casino refund any deposits made after the request. Any other case is just a simple account closure where the casino is not obligate to refund such deposits.

Is there anything else we could assist you with?

Dear Catseyes,

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 consider my issue to only be partially resolved. I don’t agree that self exclusion only applies to those with a gambling addiction. Please see BC games T’s&C’s - at no point does it reference gambling addiction with self exclusion.

1. By requesting a period of self-exclusion, you agree to follow the below terms and conditions, which will be in effect from the time that CS implements the chosen period of self-exclusion.

2. You may self-exclude for periods of 1, 3, 6, 12 month/s or permanent. Self-exclusion requests are to be made via Live Support.

3. Once you have self-excluded you will not be able to access your account or withdraw during this period.

4. If you have excluded your account whilst you have pending bets on your account, bets placed will remain valid and settle according to official results. 

5. Once the period of self-exclusion has lapsed you may withdraw winnings from qualifying bets. BC.GAME does not cancel or void any bets placed before a self-exclusion has been affected.

6. Once you have self-excluded you will not be able to change or alter the period for a shorter length of time or have your self-exclusion cancelled until the period that you selected for self-exclusion has passed.

7. Please contact our customer services team if you wish to extend your self-exclusion period.

8. Once your self-exclusion period has elapsed, reinstatement of the account can be done by emailing the request to support@BC.GAME.

9. By self-excluding, you agree that:

You will not create another account during this period.

You will not deposit or attempt to deposit funds into a BC.GAME account. 

You will not wager on this website during this period.

This is a voluntary act initiated by yourself, and BlockDance B.V. will not be liable for any losses you may incur during the period of self-exclusion in any form.

I requested self exclusion both via live chat and via email. This was ignored and I was able to deposit.

Given that I am now no longer able to access my account, clearly BC Game have now acted on my request - which goes against what you are saying, - I can only self exclude if I have a gambling addiction.

I can’t see me getting much further with this, so for me, this is my loss.

However, I would caution others reading this, to think very carefully before depositing with BC game.

Hello Catseyes,

Can you please advise how come they now closed your account? Did you contact them again or what happen? Would it be possible to forward the full conversation between you and the casino regarding this complaint to nikolas.b@casino.guru?

I have no idea why they have now closed my account. After my original email to them which is detailed above and the first request for closure I made through live chat, I have had zero correspondence from them, never replied to my email and didn’t respond on live chat. They just closed my account and I can’t access it now at all. I can only imagine that they acted on my original request. Although it took them them 3 weeks, which is fairly ridiculous.

Hello Catseyes,

Do you wish to consider the complaint as closed as your account is now excluded or do you wish to continue with the process of trying to retrieve your funds?

Dear Catseyes,

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.