BC.Game Casino - Player’s self-exclusion requests have been ignored.

Tried to close down numerous accounts with this casino which they have delayed for days on end resulting in further lost funds. Now have had 9 accounts with them and have lost on every single one. I have cited to them repeatedly about gambling issues and asked them to prevent sign up, block wallet addresses, hardware bans etc. Repeatedly through numerous email discussions they just send generic responses and never take any action. Basically happy to accept money regularly from people who ask for help to stop. This casino group are nothing short of pirates. They are also not allowed in the UK but are happy for UK streamers to advertise links to players who are Gamstopped in the UK - players like me who have serious issues. This casino are ignoring any kind of Responsible Gaming at all.

Dear CryptoG82,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly specify which of your accounts you have informed the casino about your gambling addiction and requested self-exclusion? Please provide the following details:

• The number of accounts you have requested to be self-excluded.
• The dates when you requested self-exclusion due to gambling problems.
• The amount of deposits you made since requesting self-exclusion.
• Whether any of your accounts have been blocked.

Additionally, did you complete the full KYC verification on any of these accounts?

Could you also kindly forward me all emails and other communications between you and the casino's customer support regarding your account closure requests, along with the casino's replies? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Hi Veronika,

I have forwarded some emails to you.

I can confirm there were 9 accounts and each time self exclusion was requested. It looks like they did apply it with one account, the rest I don't really know what they have done as you can see. They are all generic responses.

They have never once asked for KYC which is part of their problem. Literally an email address and your in, nothing else needed.

Please let me know if there is anything further you need.

CG

Dear CryptoG82,

KYC verification is typically completed before your initial withdrawal. Since you have not made any withdrawal requests from any of your accounts, you have not undergone verification. Additionally, as you consistently used a different email address for registering at the casino and did not provide any personal information, the casino was unable to identify and flag you as a self-excluded user.

Furthermore, you violated the Terms and Conditions by accessing the casino from a restricted jurisdiction and using a VPN, which is prohibited.

Unfortunately, we are unable to assist you in receiving your refunds. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.