BC.Game Casino - Self-excluded player’s account has been reopened.

Buongiorno, mi chiamo Daniel e sono un giocatore d'azzardo patologico, sono in cura presso psicologo da novembre 2023 dopo aver rischiato di perdere la casa, ho fatto l'autoesclusione da tutti i casinò ad ottobre 2023 ma nonostante questo bc game mi ha permesso di giocare facendomi nuovamente perdere tutto in questi ultimi giorni, non sono riuscito a fermarmi e il demone del gioco mi ha colpito nuovamente, facendomi giocare tutti i soldi dell'affitto che nuovamente non posso permettermi di pagare. So che è anche colpa mia perchè non sono riuscito a fermarmi in tempo, ma non dovevo nemmeno iniziare essendomi autoescluso a tempo indeterminato da tutto. Ho perso 2935 usdt in 10 giorni solo qui, e mi vergogno di quello che ho fatto, voglio solo ricominciare a vivere dignitosamente e smettere di giocare,sono nuovamente senza 1$ , consiglio anche a bc game di inserire una modalità di autoesclusione nelle proprie impostazioni.

Dear imnotd4ny,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Please understand that BC.Game Casino is not operating with a license issued by Italy, so it does not have access to the register of self-excluded players valid in Italy.

Have you informed BC.Game Casino directly of your gambling problem and requested to be self-excluded? If you have, please forward me the email with your account closure request at veronika.l@casino.guru.

Could you please confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

L'account è aperto dal 2022 quindi non ricordo precisamente se ho eseguito il KYC completo all'epoca, Sono sicuro di aver inserito però numero di telefono verificato (con cui ho anche confermato l'autoesclusione da tutto) e la mail (con mail promo che continuo a ricevere da parte del casino'), allego il tutto.

Per quanto riguarda l'autoesclusione la avevo richiesta tramite moderatore tanto tanto tempo fa, quando ancora sulla piattaforma esistevano i messaggi privati ... purtroppo ora non esistono piu e si è impossibilitati a verificarle, e tramite live chat per essere contattato da qualcuno, cosa che non è mai avvenuta purtroppo, in questi giorni poi non ho richiesto nulla in quanto avevo trovato uno spiraglio per giocare e ne ho approfittato, il gioco d'azzardo purtroppo è stato incontrollabile. Quello che non capisco è come sia possibile che una azienda abilitata ad operare in italia non possa avere il blocco di autoesclusione automatica per gli italiani che ne hanno fatto richiesta.

In attesa di riscontro porgo

Cordiali Saluti

Daniel

Buongiorno Veronika, ho mandato una mail al tuo indirizzo riguardo la mia situazione, ho un aggiornamento.

Finalmente sono riuscito a parlare con qualcuno del supporto, lascio qui sotto le immagini (la conversazione con la chat live è sulla destra. Spero che possiate aiutarmi, perchè le scuse del supporto non mi riporteranno ad avere una vita normale. Poi gentilmente fammi sapere se posso richiedere l'autoesclusione subito o devo aspettare che chiudiamo questo reclamo. Aggiungo anche che dopo qualche minuto dal ricevimento del messaggio del supporto mi hanno chiuso la chat come puoi vedere.

Ti ringrazio.

Daniel

Thank you for your response and the email. Unfortunately, I don't have good news for you. The complaint resolution process on our website follows certain steps, which you can find [here]. Before we proceed with the investigation and ask the casino to join the resolution of a complaint, we need to gather as much information from the player as possible.

If the issue concerns failed self-exclusion, we need clear evidence that the player requested to be self-excluded and specified gambling addiction or gambling problems as the reason for closing their account. Without this evidence, we are unable to proceed further and confront the casino.

Since you don't have any screenshots of the private messages, we are unable to help you get refunds for your lost deposits.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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

The reason that preceded my decision is xxx

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

If you are still able to access your account, I recommend you send the account closure request I wrote here to the email address of the casino. You can add me as a CC. Thank you for your understanding.

Good morning,

I understand what you are telling me, but the private messages were removed by the casino not by me, overnight without warning, how was I to know that suddenly all communication between me and the casino would disappear? they have live support for these things, who didn't listen to me, there was the possibility to contact them directly via private message (which I did) and they didn't listen to me, now I find out that I can't do anything about it because THEY deleted the messages private? and then I have a self-excluded person at national level, it seems incredible to me that they can operate in Italy but cannot have national registers of self-excluded people.

Obviously I'm not angry with you, you're just trying to help me, but it's the system that's wrong, so thousands of other people will end up ruined like me and won't be able to do anything at all, ok I was the stupid one who played the game, but I have a illness, I'm trying to be treated by specialized psychologists, and I don't find it right, I'm falling into the abyss again, with debts, and without possibilities.

I really wish I could help you, but without emails or screenshots, there is nothing I can rely on. My only recommendation is that if you decide to self-exclude in the future due to gambling addiction, please save the conversation and keep it safe. The next step for you can be contacting the licensing authority, which is the GCB.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I am sorry but without further evidence, I have to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

Casino Guru