The player from Germany had notified the casino of their gambling addiction and requested account closure, but the casino had suggested a break instead. After repeated attempts to request a partial refund without success, the player had planned to take legal action against the casino. The Complaints Team had facilitated communication between the player and the casino, resulting in the closure of the player's account and the completion of a refund process for the net losses incurred. However, the player had remained dissatisfied with the transaction details provided by the casino and insisted on obtaining a full transaction list, leading to a potential escalation of the issue. The Complaints Team had indicated that further handling of the complaint was not possible due to GDPR concerns and would now close the case.
BC.Game Casino - Player seeks action after account remains open.
Amount: €15,000
BC.Game Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello,
I am addicted to gambling and have already informed the casino that my account needs to be closed. They suggested that I take a break and think about it. In the meantime, the addiction gets me again, and I end up losing my salary.
After several unsuccessful attempts to request a partial refund, I have decided to take legal action against the casino.
Hello Strangler97,
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
I don't know anything about self-exclusion, but I have asked several times for my account to be blocked so that I can no longer play. And I have basically excluded myself, but the casino never gave me a proper answer. A quick question beforehand: can this be clarified so that I can get some of my money back?
After further attempts to speak to support, I have not been offered anything to resolve this problem. I have been offered a deposit bonus so that I can continue to gamble away my money. This shows me that there is no respect for players with a gambling addiction. The casino is only interested in profit. If you cannot help me to resolve this matter, I will definitely take this casino to court!
Hello Strangler97,
Can you please forward the communication between you and the casino where you requested them to exclude yourself to nikolas.b@casino.guru.
Please keep in mind that if you did not mention gambling problems/addiction, the casino was not obligate to close your account.
Awaiting your response.
Regards,
Nick
Of course, the casino is not obligated because it makes a profit from me.
I will send you the screenshots via email.
My only question is, can you help now?
This will all take time if I sue BC.GAME now.
My account has been blocked since this morning. Very strange..
Hello,
I want to ask the user to provide a screenshot of the conversation in which the user mentioned the gambling problem.
Just to let you know, I have locked the account now after reading this complaint.
Best Regards
Panda - BC.GAME
Do you have an email address? Or should I upload the screenshots here?
Hello Strangler97,
I’m glad to hear your account has been successfully closed. Could you please clarify the exact date of your live chat conversation and the total amount you have deposited since that interaction?
Looking forward to your response.
Warm regards,
Nick
Hello,
Unfortunately, I can no longer access BC.Game to tell you the exact date. Since the BC.Game team is now participating in the conversation, we have exactly the right person to ask.
However, my question has not yet been answered as to whether I will get the money back or whether I need to contact my lawyer.
I can narrow down the amount of what happened from that point on to between 6000-7000€.
Hello everyone,
I added up the amounts from 14.9 - 10.11
The total amounts to 10537.34
Sorry, unfortunately this matter is urgent. Since I have to pay off debts at the bank, there is still something coming from BC.Game
Hello Strangler97,
Could you let us know when the live chat took place? It’s important to verify the timing of these screenshots. Do they have a timestamp, or any indication of when they were created or saved?
Looking forward to your response.
Best regards,
Nick
and as I said my account was blocked.
Exactly 7 weeks ago.
If no one contacts BC.Game by Sunday, I will contact my lawyer
Hello everyone,
I can live with it if BC.Game pays me back 5000€.
that was my lawyer's idea.
However, this must now happen quickly on BC.Game's part. Respond by tomorrow or I will take legal action and sue you
If nothing happens, I'll hand the whole thing over and that'll be fine. I didn't really want to settle it like that, but it seems that's exactly what the casino wants.
Hello Strangler97,
We are currently waiting for the casino's internal checks to be completed.
Please note that in such cases, it is not possible to demand an exact date and time for the process to be finalized.
Best regards,
Nick
Hello Nick,
I will wait another week to see what results the casino produces.
Thank you for the information. The casino doesn't speak to me.
Hello everyone,
Usually a casino responds within a few days, but since it takes a little longer here, I will now pass my details on to the lawyer who will then sort things out for me. I was prepared to find a one-sided solution. However, from the casino's point of view, that is not possible because they have not responded. To work out a few details from the profile, which might take 10 minutes. I see this as a delaying tactic. Until the whole thing is forgotten or something else.
Hello Strangler97,
We wanted to update you regarding your case. We have contacted BC.Game through a different channel, and they are expected to respond here soon.
Based on the latest information we have, BC.Game is still reviewing your case. We hope to receive an answer shortly.
Thank you for your patience.
Best regards,
Nick
Hello Nick,
I'll give it some time. An answer from the casino would be enough for me.
Hello,
We apologize for how our customer support team handled this case and want to assure you that we are addressing the issue. To proceed, we require the user to complete advanced KYC verification by emailing the necessary documents to support@bc.game. Once the KYC process is complete, we will provide further details regarding the total transactions and any potential refund.
Best Regards
BC.GAME
Hello, in that case I would need an email address where I can send the requested documents.
And you would also have to tell me what documents you require
Hello Nick,
Can you tell me the email address where and which documents I should send to BC Game? It will take some time now because the email address was not provided.
Hello,
Email - support@bc.game (please send from your registered email address)
Documents for both these (in screenshot below)
Best Regards
Panda - BC.GAME
Hello,
I have completed the KYC verification
support@bc.game
forwarded.
identity card
-Driver's license
- current image
Johannes G****
To the N******2***
55450 Lang*****
I am happy to complete the KYC verification on your website.
To do this, you would have to activate my login. I can only send you the information by email
Hello BC.Game,
I would ask you to prioritize my case. I really need answers to my question. Please excuse the pressure I am putting on you. However, it is a bit urgent.
I have removed my review on Trustpilot. Since you finally contacted me
Thank you for your understanding
Hello,
I ask for an answer how to proceed
Hello,
I need final information on December 2nd, 2024 as to how I should proceed.
It can't be that difficult to collect and pay out the deposits from the date of the messages. If you don't want to pay out anything then say so, it's all my time that I'm wasting! Then I'll prepare a lawsuit
Hello Strangler97,
Glad to hear that your account is now verified.
Dear BC.Game,
Can you please advise the player how to proceed in refunding his balance?
Regards,
Nick
Hello BC Game,
You can also load the money onto the game account. Then I can withdraw it from there.
You would only have to unlock the account to be able to withdraw the money
Hello BC.Game,
please let me know how the transaction is done
Hello BC.Game
Please contact us, we want to take care of the problem as soon as possible, it might take 10 minutes. Don't just sit around and wait, but react
hello Nick,
you can use your contacts again. I don't want to and can't waste any more time waiting for something to happen here.
Hello,
Apologies for the delayed response. We have checked the logs of the user; the complaint was made on 19th September and since then the net losses are $-3674.73
Please provide USDT (TRC-20 address) here in this thread and via email to support@bc.game so we can start the refund process.
Let us know if you may require any other assistance.
Best Regards
Panda - BC.GAME
Hello Panda,
I haven't transferred any money with USDT yet.
On which network should the whole thing run
attached are the 3 deposit options on my website bitpanda.
Hello,
You can submit with all three addresses, and we will apply for the refund. Please don't forget to copy and paste the address and mention this address belongs to the eth chain/polygon chain, etc., via here in the thread and as well via email.
Best Regards
Panda - BC.GAME
Hello,
The refund address is:
0xe4708eB00a8a9C70751F3E3BD981c723B9B7380b
via the Ethereum network:
Hello Panda,
Please let me know when you want to send the money so that I can check at the same time whether it has arrived.
Thank you
Hi everyone, did you get all of my site?
Can you authorize the transaction?
Best regards
Hello BC.Game
Can I still expect a refund this week?
thank you for the information
Would you have a moment to give me an update?
Why can't you just transfer it like that, it takes a few minutes, the money is there
Hello,
Unfortunately, it's not as simple as we think, as there is a complete process. The refund process has already started, and we will get back to you once it's processed. Refunds in these cases can take up to 14 days after the process is initiated. Your patience is highly appreciated.
Best Regards
Panda - BC.GAME
Hello, can you please speed up this process I urgently need the money to appease the bank
Hello,
The refund is now complete https://etherscan.io/tx/0x6fe5bfdb3d5828e9b69c33d3286cec5d115bcce8fb5ac878e5cec938a4f9acea
This correspondence serves as formal confirmation of the permanent closure of your BC.GAME account, effective immediately. By proceeding with this closure, you acknowledge and agree to the following terms:
- You will not create or attempt to create any additional accounts with BC.GAME in the future.
- You will not deposit or attempt to deposit funds into any BC.GAME account.
- You will not engage in wagering or participate in any gaming activities on the BC.GAME platform.
This action has been initiated at your request and is based on your reported concerns regarding gambling activity. BC.GAME has refunded the losses incurred as part of this resolution. Following this account closure, BC.GAME will not be liable for:
- Any further claims, losses, or damages you may incur after this closure.
- Any requests for refunds, assistance, or disputes related to this account or future attempts to use the platform.
By acknowledging these terms, you release BC.GAME from any and all liability concerning future claims or disputes arising from your gambling activities or account use. This decision is final and non-reversible.
Best Regards
Panda - BC.GAME
Hello BC.Game
you can provide a list of deposits.
from September 19th. Because I think that the amount you stated above is incorrect. It is too little for the stated period.
Hello,
best with all deposits and withdrawals
with the respective date.
so that we can finish this whole thing.
Best regards
Hello, I get the transaction lists of deposits and withdrawals.
Hello, I would like to finish the whole thing this week. Please finally send me the transaction lists.
I have given the review of the transaction lists to my lawyer and we will claim the money in court
Hello, you can also simply send the remaining amount to the same address. It is the same repayment amount that you have already transferred, approximately 3500€.
I request a message today!!
@Casino Guro you can try again to reach the casino
Hello everyone,
did you find the transaction list?
Or are you still looking for them together?
This can't be true
Hello Nick,
can you help me to get the transaction lists the casino does not move
Hello BC.Game,
I will now take legal action against you since nothing is coming from your side.
Dear Strangler97,
According to the information provided by the casino, your total deposits were indeed higher, but you have already withdrawn part of your balance.
When self-excluded, the casino cannot send you more than the total amount you deposited. The balance you have received essentially reflects your deposits minus the amount you have already withdrawn. Therefore, it appears that your deposits have been fully refunded.
Please let us know if there is anything else we can assist you with.
Best regards,
Nick
Hello,
none of this is quite right.
If you compare the withdrawals with the deposits you get a difference of about 7500€ and not 3300€.
therefore I ask the casino to disclose the transaction
Since the transaction lists are not made available to me, I continue to insist on my transaction list, which proves the deposits and withdrawals to your address.
This forces me to ask you one last time to send the remaining amount within 5 working days to the refund address you already have.
If I do not receive a response within the time specified above, I will take legal action against you.
I believe it is in the interest of all parties involved to deal with the matter honestly.
Dear Strangler97,
You will need to request this information directly from the casino, as we are unable to provide a detailed transaction list.
Based on the evidence we have received, the funds you were owed have been refunded to you in accordance with the casino's rules.
If there’s anything else we can assist you with, please let us know. Otherwise, we will proceed with closing the complaint.
Regards,
Nick
Hello Nick,
the BC.Game platform does not respond to my claims. I only request the transaction list to reconcile the deposits and withdrawals.
The fact that BC.Game is not responding here shows me that they have something to hide. Or have made a mistake
Dear Strangler97,
Unfortunately, we are unable to further handle the complaint if it's related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.
As the initial issue regarding your refund has been resolved, we will be now closing the complaint.
Best regards,
Nick
