BC.Game Casino - Player struggles with self-exclusion from the casino.

Hi There, Can you please help me its all started on march 1, I messaged the casino, to close my account. i cant find any exclusion button. I messaged them, But they are unresponsive for long time. they just keep on disconnecting me. On march 2, I emailed them requesting to close my account. But they are not actioning it. i explained them that I cannot find the self exclusion.

Please see the screenshot attached. Im losing over and over and I cannot take it anymore thats why I decided to close my account. but seems like they triggers the addiction in me hoping I could get my money back. This should be treated well, for the people has a gambling problem. Days passed, im still messaging them but no replies, Im trying to have a control but someone who has a problem it is really hard for me, to investigate and look for inaaccesible self exclusion button. Gambling problem should be easy for all the players. I tried not to, deposit anymore but they keep on tempting me for bonus and promotion emails. I wanted to stop. I really need you help. I demand a compesantation from the time i asked them to close my account. And close my account entitely. they should be responsible for not being available in the support, We all know that gambling can be addictive. And as a casino, They should also look after their players. I am praying that nobody else will experience this. This could really triggers mentalh health issues. Please help me.

Dear Private, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please send me the first self-exclusion request you sent to the casino on March 1? My email address is veronika.l@casino.guru. Have you specified the reason for closing your account?

I have checked the casino website and I found this section that allows the player to self-exclude: https://bc.game/help/self-exclusion Have you tried self-excluding via this form?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance. 

Best regards

Veronika

Hi there, 

Funny thing is they already excluded me today when I mentioned that I am filing a complaint. Unfortunately, I was unable to take screenshot of the message. But here are some of the screenshots. Their support chat wont show you date. But my solid proof is the email from March 2 where I mentioned to close my account but also mentioned that I wanted self exclusion. I understand you explanation about this, But on my email as you can see I am discussing about gambling problem, Even I am not admitting a gambling addict, I still want to be responsible and that will always need immediate action. In every other casino Ive been when I mentioned self exclusion they will action it ASAP as it SHOULD be an immediate response. I kept messaging them from March 1 clearly showing the signs of being an addict, But they just dont care about it. Now that I have lost tons of money, They now decided to close my account. My point is, SUPPORT CAN DO IT, Why they cant do it on the first play? Why do they have to let their players suffers. I hope you can understand the addicts will always have a hard time to self exclude them self if its not accessible. I can see theres a complaint as well regarding BC.GAME self exclusion button not accessible and also could not do with KYC. 

This Casino should learn from mistakes and be active for their players. Not because players were quittung it will not be their priority. I still put my money on stake. I will not submit a complaint if I am not emailing/chatting them for 2 weeks now. 

This is the reason why I cant do it on page, Its because I haven't done any verification

On this email on March 2, I have given them a full details to close my account for 1 month, I still have a control on myself but still this should be a part of RESPONSIBLE GAMING ISNT IT? You cant control you expenses because you are becoming an addict. 

i have forwarded the attachment on your email address

I apologize, but in the email you sent on March 2nd, you did not explicitly mention that you were personally struggling with a gambling addiction. When requesting a self-exclusion, it is crucial to directly admit your addiction and avoid using general phrases such as "gambling can be addictive" or "some players are addicts". Only in cases where a player acknowledges their gambling problem, requests self-exclusion and the casino fails to comply, we can help them recover the lost deposits made after the self-exclusion request.

Please let me know if there is anything else I can help you with, otherwise, this complaint will be rejected. Thank you for your understanding.

Hello,

After carefully reviewing the details, I can see that you mentioned concerns about addiction and requested self-exclusion on March 14th, upon which our team acted promptly and closed the account immediately. I also want to highlight that our site has a self-exclusion feature where users can directly choose their own duration for exclusion at https://bc.game/help/self-exclusion.

If there is anything else we can assist you with, please do not hesitate to contact us.

Best regards,

PANDA - BC.GAME

Hi All, I challenge BC.Game to exposed all the conversation I had from March 2 on the support chat and tell me if this is not a gambling problem. I have also mentined them to help me as I can take this anymore. I also mentioned that I have a gambling problem and even swear at the operator. Please let me open my account and take a screenshot to prove you guys the gambling problem I had. If its true i didnt admit gambling? Then why did you close my account? if the basis are really on saying "I HAVE GAMBLING PROBLEM" while I never said that directly.. Did you just suddenly feel that i had problem or Its because i said that i have submitted a complaint.

and Veronika, I am still not convince that Limit or Self exclusion is not a part of Responsible Gaming. If player requested to be self excluded. IT SHOULD STILL BE DONE IMMENEDIATELY. You can ask this in every casino on my personal experience I just know that (as i have worked as a dealer before). If you come clean to the support, support should treat and investigate immediately. And FYI, march 2 is just a follow up email, As i have messaged them before march 2 on support. I demand BC.Game to be transparent and show all the conversation I had with them. I hope you understand. That I am complaining in behalf of all the addicts including me. And please remember that this is in the span of March 2 - March 14 and there is no action was taken upon request.

I apologize for the inconvenience, but unfortunately, we are unable to help you retrieve your lost deposits if you do not have any live chat or email communication proving that you requested to be self-excluded due to gambling addiction before March 14.

In the future, if you ever need to request a self-exclusion in an online casino, I recommend providing the aforementioned reasons as justification in your request to ensure that you are protected.

I'm sorry I couldn't be of more assistance, but due to these reasons, we must reject your complaint. Thank you for your understanding. Please don't hesitate to contact us if you have any issues with online casinos in the future.