BC.Game Casino - Player seeks refund due to irresponsible practices and legal breaches.

Dear,

I am compelled to communicate my profound dissatisfaction and apprehension regarding my recent experiences on BC.Game Casino. This complain serves both as a complaint and a plea for assistance in resolving a matter of significant personal concern.

Over the past month, I have experienced substantial losses totaling 292,000 ADA while participating in gaming activities on your platform.

Firstly, I recently discovered that BC.Game Casino is operating illegally in Belgium since April 11, 2022. The casino is currently on the Belgian government's blacklist, and according to regulations, I should not have been able to access the platform from Belgium without the use of a VPN. Despite this, I was able to seamlessly access the casino, and the session data explicitly indicates my location as 'BE,' confirming that the casino is aware of my presence in Belgium.

In addition to this legal issue, I would like to bring to your attention that BC.Game Casino's failure to enforce legal deposit limits has had severe consequences for me personally. Belgian law mandates that licensed casinos impose a weekly deposit limit of 200 euros on players. Unfortunately, I have been able to deposit amounts far beyond this limit without any system restrictions, and I was unaware of the legal constraints.

Furthermore, I must disclose that I am currently grappling with gambling problems, and the lack of responsible gaming practices on BC.Game Casino has only exacerbated my situation. As of now, my financial losses have become untenable, and I am left with no choice but to seek redress for the harm caused.

Considering the illegal status of BC.Game Casino in Belgium, the violation of gaming regulations, and the detrimental impact on my personal well-being, I am formally requesting a refund of my losses incurred since November 15th, amounting to 292,000 ADA. I implore you to treat this matter with the utmost urgency and conduct a thorough investigation into the aforementioned issues.

I am also open to discussing the necessary steps to address the problems and to ensure that BC.Game Casino upholds its commitment to responsible gaming practices.

Sincerely,

Michiel

Dear tomdemol3,

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. 

Have you requested a self-exclusion in the casino?

Have you informed the casino about your gambling issues?

Is your casino account still accessible to you?

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

Dear Tomas,

Thank you for your prompt response to my complaint. I appreciate your willingness to address the issues I have raised. To provide further clarification, I have indeed informed the casino about my gambling issues, although I have not initiated a self-exclusion at this time. The reason for this decision is that I need to retain access to my account as potential evidence should legal proceedings become necessary.

I must inform you that I have sought legal counsel from an attorney specializing in gambling matters. According to their advice, the unlawful operation of BC.Game Casino in Belgium, without the required license, and the failure to adhere to Belgian regulations regarding responsible gambling practices, render the terms and conditions of BC.Game null and void. This legal standpoint empowers me to demand a refund of all my deposits, not just the 292,000 ADA mentioned in my initial complaint.

I sincerely hope that it does not escalate to legal action and that we can reach an amicable resolution. It is in the best interest of BC.Game Casino to engage in a fair settlement to avoid any potential legal repercussions.

I am open to further discussions to explore a mutually beneficial resolution and ensure that BC.Game Casino takes appropriate measures to rectify its operations and comply with relevant regulations.

Best regards,

tomdemol3

To post further evidence:

https://gamingcommission.be/en/gaming-commission/illegal-games-of-chance/list-of-illegal-gambling-sites

Where you can see that bc.game is blacklisted since 11/04/2022, I didn't know about this. Still wondering how it is possible that I can use their service without a vpn + my session clearly states 'BE' (see picture).

https://gamingcommission.be/en/faq/online-gambling/what-is-the-gambling-limit-per-week-for-online-gambling

Where it states that there should be a 200 euro/week deposit limit to protect players.

Still hope we can arrange a fair settlement for both parties involved.

Thanks for the detailed explanation of your point of view.

Please note we don't interfere in the issues of licensing and we don't police which players the casino ought to accept and which it shouldn't. We can't penalize casinos for not operating with any particular license.

We believe that if a casino is accepting players from a certain country, it should pay their legitimate winnings. Therefore if you deposited and risked your funds to play in any online casino but lost, you are in our view not eligible for a refund.

We also believe it's mandatory for any online casino to offer a mechanism of self-exclusion due to gambling problems.

• After you informed the casino about your gambling problems, has the casino acted to protect you by restricting your play in any way?

I'll await your reply.

Dear tomdemol3,

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.

Dear Tomas,

Thank you for your response. Since January 1st, I have been unable to access my account. I have reached out to the email team multiple times, providing the requested information, but unfortunately, I have not received any response. Additionally, I contacted my VIP host, who informed me that I am excluded due to regional restrictions.

This confirmation by my VIP host not only acknowledges the illegality of the casino's activities but also highlights their awareness of my location in Belgium. Consequently, it becomes BC.Game's responsibility to refund the deposited funds, considering the breach of regional regulations. (see screenshots)

Furthermore, I had approximately $4,000 in upcoming bonus funds. Unfortunately, I can no longer access these funds, which appears to be an unfair treatment.

I believe it is imperative for BC.Game to take responsibility for its actions and provide fair treatment to its players. The lack of proper response and the subsequent exclusion without a resolution is concerning.

I urge BC.Game to rectify this situation promptly, refund the deposited funds, and address the issue of inaccessible bonus funds. A fair and amicable resolution will not only benefit both parties but also mitigate potential legal repercussions.

I look forward to your swift response and a resolution that aligns with legal standards.

Best regards,

Tomdemol3

If the casino acted within a reasonable time to protect you from gambling after you informed them about a gambling problem, we would consider such actions as a correct course of action from the casino. Nevertheless, from the screenshot you shared, the reason for blocking seems to be different.

Unfortunately we can't ask the casino to request any bonus funds to be credited, since we believe the casino should restrict your account and prevent you from gambling altogether.

• Is there any correspondence between you and the casino confirming you informed the casino about your gambling issues?
• Could you please share it with us by providing screenshots or emails? You can share screenshots here or send the information to my email at tomas@casino.guru
• Could you please specify when exactly you informed the casino?

Unfortunately, I can't access my casino account to provide correspondence about informing them of my gambling issues. The reason for blocking appears different, and I find it puzzling given the casino's past knowledge of my location.

Any guidance or support in resolving this matter would be greatly appreciated.

Without any proof that the casino was informed about your gambling problems, we don't stand a chance in arguing for a refund of any deposits lost due to a failed self-exclusion.

Since your account is now restricted, and the reason for its block is different than a self-exclusion due to gambling problems, I would recommend you contact the casino and make sure to request a self-exclusion to be prevented from gambling since there is a possibility Belgian players will be accepted in the future.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@bc.game (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear tomdemol3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.