BC.Game Casino - Player's self-exclusion request was ignored.

Hello there,

I would like to make a complaint against BC.GAME regarding safe gambling.

I have a severe gambling addiction, I requested to be self excluded for life and said that I had a gambling addiction. I sent this request via the live chat on their website.

After I requested this, no action was taken. Looking back now at the chat log, they did ask me to 'confirm' if I wanted the self exclusion to happen but I had already closed down the website so I never saw this live chat message. I was also never sent an email regarding my live chat so I believed that they had taken action as per my request.

I have then ended up coming back onto BC.GAME and as it allowed me to deposit (because my self exclusion request was not actioned) and I lost everything once again.

I have no control over my gambling, I requested to be self excluded for life due to having a gambling addiction, I can't be sitting on a gambling website waiting for a response. This request should have been honoured, I have now lost a further 1,648 euros due to BC.GAME not actioning my self exclusion request.

Dear slavo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you logged in while contacting the live chat support? Was the live chat able to identify which player account to self-exclude permanently?
• Could you please advise when have you made the deposits in the casino? (dates)
• Is your player's account currently blocked?
• Have you requested a refund of your funds from casino support following your most recent deposits? With what result?
• Could you please share your more recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas,

Thank you for helping.

• Yes, I was logged into my account to where I used the live chat feature to contact an agent to get myself self excluded. I requested self exclusion for gambling addition on - June 26, 2024 at 01:47 AM.

• 19th & 20th of July were the deposits - see attached image.

• My account is not blocked no. I have requested for self exclusion again.

• I have sent an email to their support requesting about this, I will update you here when I get a reply. I sent this request nearly 24 hours ago.

I have sent all documents to your email.

Hi Tomas,

I have attached the response from BC.GAME to my email requesting for a refund as they did not honour my self exclusion request for gambling addiction.

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

Dear slavo,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

Can you please provide the chat with live support regarding this. Because as I can check that you emailed us on 22nd July regarding gambling problem and our Support acted on it and locked your account immediately.

Best Regards

BC.GAME

Dear BC.Game Casino team,

I have forwarded the live chat conversation to your representative.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

Hi there,

I am just checking in to see what is happening with my complaint as it's been 3 weeks since BC.GAME have responded.

Is there a reason for why they are not responding?

Normally, I would close this case as unresolved, but since I am in contact with the casino representative, I will allow an additional 7 days. I am also requesting the casino team to respond during this time.

Hello,

Apologies for the delayed response.  After thoroughly reviewing our records, we found that the user reached out to our live support on June 26, 2024, expressing concerns about gambling addiction and requesting a refund for losses. Our support agent promptly responded, clarifying that refunds for losses are not possible, but offered assistance with self-exclusion, pending confirmation from the user. Unfortunately, the user did not provide the necessary confirmation and did not follow up with our support team.

The user subsequently contacted our email support at the same time on July 22, 2024, upon which our team acted swiftly and locked the user’s account to prevent further activity.

Given these circumstances, we regret to inform you that a refund cannot be processed in this case due to the lack of confirmation for self-exclusion from the user. We emphasize the importance of responsible gaming and remain committed to supporting our players in maintaining a safe and enjoyable experience.

Best Regards

Panda - BC.GAME

Dear slavo,

Could you please confirm the casino's statement? Each casino has its own self-exclusion process. If you did not complete the communication with them, I’m afraid I won't be able to assist further.

Hi Jozef,

I went to the live chat after I lost and went through the process and requested to the agent to ban me from their site for life as I had a gambling addiction and closed down the website. As If I remain on the site waiting for a response I am going to deposit again.

As mentioned in the complaint - 'Looking back now at the chat log, they did ask me to 'confirm' if I wanted the self exclusion to happen but I had already closed down the website so I never saw this live chat message. I was never sent an email regarding my live chat so I believed that they had taken action as per my request;.

Surely if I am stating that I have a gambling addiction and I want to be banned for life, why do I then need to confirm this with them if I actually want to be blocked due to having a gambling addiction? If I have stated that I have a gambling addiction I should be blocked straight away no questions asked.

Also, no email was sent to me as a follow up for my ban request...

Unfortunately, without the confirmation there is no way for us to go ahead and lock your account. The agent connected on the chat within 5 minutes and asked you for the confirmation.

You contacted after that on email support and they locked the account immediately.

We apologies but there is like nothing can be done in this case if you have confirmed it with live chat we would have proceeded with the request.

Best Regards

Panda - BC.GAME

Dear slavo,

Have you tried requesting account closure multiple times, or was it just that one attempt via live chat? While it would have been more customer-friendly to follow up with you by email after the chat, unfortunately, since customer support asked if you wanted to proceed with self-exclusion and you left the conversation, I do not find your request for a refund to be justified. Every casino has its own self-exclusion process, and the minimum requirement is that you complete it.

Dear slavo,

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.

Hi

after I lost all of my money I requested it then and there in the live chat and closed the site after waiting a few minutes as obviously I was not in a good state of mind.

i believed that me saying I had a gambling addiction and wanting to be banned for life would be taken seriously and actioned regardless of me not being present or confirming..

i then came back a month later and found out I was not banned.. that is when I saw the agents response but I did not care as I’m addicted. I then gambled all my money once again, lost it and then contacted them by email instead requesting for a life time ban again.

since the above I have also recently lost another £1800 to bc.game on a new account that I made 2 days ago in 1 minute. So it does not matter, all the blocks do nothing…

Hello,

We do require the confirmation and only upon confirmation we can lock the account. We also have direct link available for self exclusion on our website where users can directly do it themselves as well.

About the other account can you provide me UID/Email because i dont see any new account made by you.

Best Regards

Panda - BC.GAME

The new account is under the email loldeadlyacid69@hotmail.com

I already have requested to be excluded from there which one of your colleagues at bc.game has done

Hello,

When you opted for self-exclusion, it was initiated to support your decision to take a break from gambling activities. As you’ve mentioned, this exclusion relies partly on the information and devices initially used to set it up. When a different device and IP address are used, our system does not automatically link these to the self-excluded account unless KYC verification connects the new account to the same individual.

Also when you self exclude under any circumstances you are accepting the terms. This is the reason we ask for confirmation.

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.

Best Regards

BC.GAME

Dear slavo,

I have reviewed all the evidence provided, and unfortunately, I do not believe you are entitled to a refund. Based on the chat you had with the casino support, you requested self-exclusion due to a gambling problem and a refund. After the support team denied your refund request, they asked if you wanted to continue with the self-exclusion process. Unfortunately, you left the chat at that point.

Each casino has a different self-exclusion process, and the minimum requirement is to complete it. Although I believe the casino team could have tried to reach out to you or closed your account immediately, this is not a standard practice in most casinos. While I fully understand that acknowledging a gambling problem is difficult, I cannot consider the information provided as sufficient grounds for a refund.

Regarding future accounts, BC.Game Casino offers a fast registration process, making it challenging for them to prevent the creation of new accounts. I strongly encourage you to take all possible steps to refrain from gambling.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Concluding the information above I am forced to close this case. 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.

Best regards, Jozef