BC.Game Casino - Player's self-exclusion request isn't resolved.

Dear BC Game Support Team,

I am writing to express my concern regarding my recent self-exclusion request. After initiating a self-exclusion, I received an email notifying me that my cool-down period was over and asked to either accept or deny the reinstatement.

When I clicked on the "Deny Request" link in the email, it led to an error stating that the link does not exist. Since the link has expired, I am unable to take action through it.

I have reached out to your support team multiple times, but I am receiving inconsistent responses without any resolution. I would appreciate immediate assistance in this matter to ensure that my self-exclusion remains in place as intended.

Could you please:

1. Confirm that my self-exclusion status is still active?

2. Provide an alternative way for me to deny the reinstatement?

I hope for your prompt response to address this issue.

Thank you for your understanding and support.

Kind regards,

Bc user

Hello neel29,

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 when exactly did you request for self-exclusion for the first time?
• Did you mention gambling issues or addiction in your request?
• Could you access the casino account since your initial request?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.