The player from Germany had expressed dissatisfaction with BC.Game Casino for having allowed him to deposit and gamble despite a previous self-exclusion request. As a result, he had suffered personal financial losses and had requested the reimbursement of €5000, which was the difference between all the deposits and withdrawals made. He had provided evidence of his previous self-exclusion and claimed that the casino's security system had failed as he was able to create a new account and continue gambling. The casino had responded by conducting a thorough review of the accounts associated with the player and found no issues regarding self-exclusion or unauthorized transactions. After reviewing all the evidence, we concluded that the player was not entitled to a refund of deposits as the first account was never verified and could not be linked to the second account. Therefore, the casino had no knowledge of the player's gambling problems until he mentioned it with his account created in 2024. The complaint had now been closed.
BC.Game Casino - Player's self-exclusion unsuccessful in casino.
Amount: €5,000
BC.Game Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Dear CasinoGuru,
I am contacting you to raise a serious matter regarding BC.Game crypto casino, which has been found to have severely disregarded my previously requested self-exclusion. About two years ago, I requested and completed a self-exclusion at BC.Game to address my gambling problems. Despite the clear instruction and the self-exclusion in place, which was supposed to prevent the casino from allowing me to participate in gambling, after two years I was able to make deposits and participate in gambling again without any obstacles or required verifications (KYC).
Not only does this situation represent a blatant violation of the responsible gaming policy, but it has also resulted in personal financial loss. Given that the casino was fully aware of my self-exclusion and the restrictions it entailed, it is unforgivable that I was able to conduct transactions and participate in gambling.
Due to this serious violation of my rights and disregard of current gambling regulations, I request the refund of the difference between all deposits and withdrawals made by me, which amounts to a total of €5000. This request is based on the casino's failure to implement the necessary control mechanisms and respect my self-exclusion, which has directly led to further financial losses on my part.
I request CasinoGuru to review this case and act as a mediator to ensure that my rights are protected and an appropriate solution is found. Your assistance in this matter is vital to maintain the integrity of responsible gaming and prevent similar incidents from harming other players in the future.
Thank you in advance for your support and intervention in this matter.
Best regards,
Benjamin A****
Hello ChewChew,
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 if you could reopen your old account or created a new one? Do you have any evidence of requesting for self-exclusion from BC.Game Casino? What did the casino respond when you contacted them regarding this issue?
Looking forward to your answer.
Regards,
Nick
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Hello,
First of all, thank you very much for creating the case.
I have had all my data permanently blocked on another account, including my wallet (ETH), my address and my personal data such as cell phone number, etc.
All I have is this: 3579406 = self bank for permanent ??
do you confirm ??
That was through your chat. I answered YES here at the time.
Nevertheless, I was now able to create a new account - the site had changed visually quite a bit. I entered THE SAME cell phone number there and made deposits from THE SAME wallet.
The security system has simply failed completely here. What's the point of buying a fence if it has a gap every 2 meters?
Thank you
Best regards
Benjamin A*****
Hello,
Could you please provide a screenshot of the conversation related to the self-exclusion request? According to our records, the user abels96@gmx.de has never requested self-exclusion.
Regarding user 3579406, this account did request self-exclusion on 04/08/2024 at 08:18.
Please share the screenshot so that we can investigate this matter further and provide you with appropriate assistance.
Best Regards,
PANDA - BC.GAME
Hello ChewChew,
Please provide the information requested by the casino here.
Hello everyone,
I have contacted the user also never requested a self-exclusion. At that time I had a user with the email BenjaminA . I had myself blocked with this user at the time. I can also prove this, see attachment.
I only started playing on the site again later with a new account a**** 6@gmx.de .
That really can't be true. I'm happy to accept that I'm partly to blame, as I should have informed myself. But what is the point of self-exclusion then? I'm asking you to accommodate me and refund part of the stakes from the account Ab****@gmx.de.
It was also very surprising for me that I was still able to log into the account Benja***** els@gmx.de log in. Did something go wrong for you over Christmas?
It cannot be my responsibility if you do not process emails. Your LiveChat also informed me that the account BenjaminA had not yet been blocked, this has now apparently been rectified, but it is simply too late.
VG
I was able to withdraw money from the account today 6@gmx.de CONTINUED deposits despite being blocked. I had a relapse. I ask you to simply refund me the money.
How could the deposits have happened again today even though my data is blocked and you even confirmed it yourself?!
This can't all be true.
How can you protect yourself?
Today 1,275.40€ RECOVERY. This casino offers no protection for its players. Unbelievable, I play from Germany and the casino doesn't follow any rules.
A refund must be made here!
Hello Benjamin,
Thank you for bringing this matter to our attention. After conducting a thorough review of the accounts associated with UID: 3579406 and email abe****@gmx.de, here are our findings:
UID: 3579406:
- This account does not have a verified phone number.
- It was operated using VPNs from multiple countries.
- No KYC verification was completed.
- The account is at level 0 with no games played or transactions conducted.
- It was created on 12/12/2021 21:34 and the self-exclusion request was made on 04/08/2024 08:18.
Email: ab***@gmx.de:
- This account has a verified phone number.
- It consistently used an IP from Germany (DE).
- Basic KYC verification has been completed.
- The account was created on 01/26/2024 23:53.
Based on our findings, it appears that the account associated with UID: 3579406 does not match the details provided in your complaint. Additionally, the email account ab****@gmx.de does not indicate any issues regarding self-exclusion or unauthorized transactions.
Also, we have a self-exclusion option available on our site where users can directly exclude themselves (https://bc.game/help/self-exclusion), and our system will not allow them to create a new account from the same IP or with the same KYC for any further accounts.
Also, to state the self-exclusion terms
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. 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 BC.GAME will not be liable for any losses you may incur during the period of self-exclusion in any form.
Best Regards
PANDA - BC.GAME
Hello everyone,
VAT number: 3579406:
This account does not have a verified phone number.
It was operated through VPNs from multiple countries. --> The account was created from the same IP address as the abe****@gmx.de account. You should definitely see a duplication of IP addresses. The account belongs to me. I have NEVER used a VPN.
No KYC verification was carried out. --> Why was this not done? It is your responsibility to carry out the KYC, how do you want to prevent minors from gambling with you?
The account is at level 0, no games have been played and no transactions have been made.
It was created on December 12th, 2021 at 9:34 p.m. and the request for self-exclusion was submitted on April 8th, 2024 at 8:18 a.m. --> I was able to make payments despite the self-exclusion, on April 15th, 2024, i.e. AFTER the self-exclusion: €1,275.40. I demand at least the €1,275.40 be refunded directly from you. That is clear.
7. By excluding yourself, you agree to the following --> This clause is never legally binding. It is a blocking function for MY security because I have a gambling problem. It is your responsibility under the State Treaty on Gambling to comply with various player protection rules. Please explain to me what the point of the blocking function is if I can simply open 10 other accounts with you and continue playing there.
Email: abel***@gmx.de :
This account has a verified phone number.
An IP from Germany (DE) was used throughout. --> The IP address matches that of the UID: 3579406.
The basic KYC verification has been completed. --> Among other things, I am on a gambling blocking list. Why was my account approved by you in the first place? I should have been blocked immediately.
The account was created on January 26, 2024 at 11:53 p.m.
3. Once you have excluded yourself, you will not be able to access your account or withdraw money during this time. --> I was still able to log into the account Abe***@gmx.de after self-exclusion. Despite having the same IP address as the blocked account.
My suggestion :
I would like to stress that according to the gambling regulations and your own responsible gaming policy, it is your responsibility to implement mechanisms to prevent banned players from opening further accounts or making deposits. Your system failed to perform these checks, which resulted in the said deposits being made in violation of my self-exclusion. Invoking the legal framework and the responsibility of your casino, I hereby request that you immediately refund the total amount of €1,275.40 to me. The fact that I was able to continue making deposits despite an active self-exclusion is a clear breach of your player protection obligations.
Update 18.04.
My account benjami**** s@gmx.de is locked.
My account from**** 6@gmx.de is still open and is not blocked, even though both accounts belong to me and both accounts were created under the same IP address. This can also be viewed.
Where is the player protection? I play from Germany and the casino has to follow rules, which is not happening.
BC Game has confirmed:
It was created on December 12, 2021 at 9:34 p.m. and the request for self-exclusion was submitted on April 8, 2024 at 8:18 a.m.
The deposit I made on April 15, 2024: €1,275.40 must be refunded immediately.
Can we please agree on this refund here?
Dear BC.Game,
Is it true that the player's second account is still open and that he deposited there?
Hello Nick,
I have already forwarded you all the details on skype regarding this case on April 17.
Best Regards
PANDA - BC.GAME
Hello everyone,
Why are details shared in private Skype chat and not discussed publicly here in the case? All written communication should take place here.
I also contacted bc.game and told them that I was demanding at least the repayment of €1,275.40, as these deposits were definitely made after the self-exclusion. This should never have happened. Unfortunately, bc game completely ignored me and did not respond to this.
Dear Casino Guru team, many players value your site because you act neutrally and as an arbitration court. Private messages exchanged behind your back reduce your credibility in the long term.
Please don't allow this to happen.
BC Game has already received my payment information to process the refund.
Thank you
Hello everyone,
I have another update. Meanwhile, my account is abels96@gmx.de been closed!
Here is the proof: 
The €1,275.40 must definitely be refunded. Due to the self-exclusion, this account should have been blocked immediately. This happened far too late, so that these payments could still be made. Of course, this should not have happened, as the self-exclusion had already been carried out.
As soon as BC.Game has refunded the money (1,275.40€) to my known ETH wallet, the case is closed for me
My ETH Wallet : 0x7e507c115b75e49410035352942ba42bea252f60
I will then confirm the payment here with a photo as proof.
Best regards
Hello ChewChew,
After full reviewing the case with all the evidenced provided by either you and the casino we came to the conclusion that you are not entitled for a refund of deposits.
To explain it a little more detailed - the first account was never verified and could not be linked to the second account which means the casino could not know that you have gambling problems until you mention it with your account created in 2024.
The e-mail forwarded in December 2023 cannot be linked to any of the accounts and it shows no details which serves for identification.
Basically, your account created in 2024 was new and could not be linked to any previous request therefore the casino has no obligation to refund any deposits made on that account.
We will be now closing the complaint based on this explanation. If you would still like to continue resolving the matter, I would recommend to contact the licensing authorities of the casino.
Best regards,
Nick
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