Bitcoin.com Games Casino - Player self-exclusion request has been ignored.

this casino is operating from costa rica with other words no license no responsible gaming tools illegaly operating in the netherlands .first time i deposited 100€ in btc and lost i contacted chat and asked them to close my acount because i have gambling problem .no response after one week i deposited 200€ in btc and lost .i have been scammed the live roulette showing me weird videos were they pull out random numbers with prerecorded numbers .i contact them again about this and why they did not close my acount .they say that i did not contact them the first time but they closed my acount now in 24 hours .i asked for my deposits to be refunded because they failed to close my acount first request .i have no proof of requesting acount closure since i did it by contacting chat .so it is my word against them .avoid playing here after they take your money they treat you like you are the one lying .

Dear jano1075,

Thank you very much for submitting your complaint. I’m very sorry to hear about your situation. Please understand, that it is very difficult for us to proceed with this case without supporting evidence confirming that you really requested self-exclusion. We would like to help you, but it seems to be impossible for us at this time. 

I can only recommend that you always save evidence of such requests in the future.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

Thank you very much in advance for understanding.

Best regards,

Kristina

actually i had a screensot of the request but i deleted since they did not replay .but i understand it is not proofable.neverless this casino is not correct .

Thank you for your reply, jano1075. I am sorry, but the self-exclusion request is an essential piece of evidence in complaints like this. Unfortunately, without it, we are not able to proceed further with this complaint and I am forced to reject it.

Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.