The player from India had wanted to self-exclude and permanently cancel his account with an online casino. However, he had faced issues as the self-exclusion link provided was not functioning and the casino's support was unhelpful. After discussing with our team and understanding the difference between account closure and self-exclusion, he had decided to permanently close his account. We confirmed that his issue had been successfully resolved and the complaint had been marked as 'resolved' in our system.
BC.Game Casino - Player wants self-exclusion but casino's support is unhelpful.
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BC.Game Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Hi, I have reached to support multiple times, inorder to request for my account cancellation permanently. They have shared me the self exclusion link that is not working. They are not helping, I want to cancel my BC account permanently.
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3 months ago
Hello tahaanshah9,
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).
Thank you very much in advance for your reply.
Best regards,
Nick
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3 months ago
I simply don't want to use BC game again, just want to delete it permanently.
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3 months ago
Hello tahaanshah9,
Self-exclusion/permanent block is meant to prevent gambling addiction. Unless you stated any gambling issues, your account would be simply closed with the possibility to reopen it anytime by simply contacting them.
I would recommend to request a self-exclusion and mentioning addiction or if you do not have such issues, simply do not play there.
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3 months ago
Dear tahaanshah9,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
