The player from Germany has notified the casino of their gambling addiction and requested account closure, but the casino suggested a break instead. After repeated attempts to request a partial refund without success, the player now plans to take legal action against the casino.
BC.Game Casino - Player seeks action after account remains open.
Amount: €15,000
BC.Game Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 58m 4s
Case summary
8 hours ago
Public
Public
15 hours ago
Translation
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.
Automatic translation:
Public
Public
10 hours ago
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
Casino Guru is examining the case
