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I am reaching out in sheer desperation, seeking your help regarding BC.Game’s failure to honor my repeated self-exclusion requests. Their blatant disregard for responsible gaming protocols has caused me significant financial and emotional harm, resulting in a staggering loss of $80,000 in deposits.

I am not writing to shift blame or deny my accountability. I fully recognize my struggle with gambling addiction and took proactive measures to address it. On multiple occasions, I contacted BC.Game through their support channels, explicitly requesting to be self-excluded from their platform. Despite my pleas, these requests were systematically ignored. Instead of honoring my right to protect myself, they continued to allow deposits and gameplay, effectively enabling my compulsion.

Responsible gaming is a cornerstone of ethical gambling operations. BC.Game’s terms and conditions support self-exclusion and are supposed to protect vulnerable players. By failing to act on my requests, they have not only violated their own policies but also disregarded industry standards and, more importantly, their legal and moral obligations to uphold responsible gambling practices.

My addiction is a documented condition. I would be willing to provide evidence of my communications with BC.Game regarding my self-exclusion requests, as well as supporting documentation of my efforts to combat my gambling problem. It is clear that this platform prioritized profit over player welfare, exacerbating my financial losses in the process.

I am humbly requesting a refund of my $80,000 in deposits. I believe this request is reasonable given the circumstances, as the site’s failure to enforce self-exclusion directly facilitated these losses. The return of these funds would help mitigate the significant financial damage I have suffered and serve as a step toward accountability for BC.Game’s negligence. I've lost nearly everything due to my addiction and am currently in treatment.

I kindly ask for your assistance in mediating this issue and holding BC.Game accountable for their actions. As a third-party advocate for fairness, I trust that Casino Guru will recognize the merit of my claim and help me achieve a resolution.

Dear zcrypton05,

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. 

• Is your casino account currently blocked?
• Could you please provide a more detailed timeline of key events?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Tomas,

No, my casino account is not currently blocked even after I have requested it to be cancelled, blocked, etc. I have even went on belligerent rants on the chat on numerous occasions where it is obvious I need help, yet all they do it mute me for a period of time and mostly ignore me. It is my opinion, and likely the most reasonable assumption, that they have not taken action because over the last 3 years I have consistently made large deposits every single week.

I do want you to know however, that I am not trying to shift all blame off me. I am in the process of seeking treatment for my addiction as it has ruined my life and left me at rock bottom. The reason I am trying to recover some funds is for my family and kids sake.

Timeline- i joined bc.game around may 2022 and quickly began to develop a gambling addiction. My first attempt at exclusion was approximately a year later around mid 2023. I attempted the 2nd time when I lost my home due to my gambling. This was in Jan 2024. I have been homeless since then. There are many more attempts i made through chat to close my account but nothing was ever done. I am glad I can finally get this off my chest and that a platform like this exists because it has made me feel so much better to just get all this off my chest. I was suicidal for several months this past year and admitted to the hospital after an incident I shouldn't mention here. I'm lucky to be alive today...and I hope things only go up from here.

I will send the screenshots I have saved to your email regarding my communications with bc.game.

Thank you so much for just listening to my story.

Are you there?

Thanks for your patience.

• Have you asked the casino for a refund directly? With what result?
• Do you have any correspondence saved where you inform about your struggle with gambling to a live person?
• Could you please share a response you received from casino support?
• Have you used the self-exclusion feature found on the casino's website or have you sent a self-exclusion request via email?

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 clearly 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BC.Game support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reasons for my decision are gambling problems, addiction, and financial difficulties.

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.

• Yes, i asked my vip host and live support for a refund about 18 months ago and again last year around this time, and was told that they did not provide refunds.
• Yes, I have some correspondence saved where i am sharing my struggles and will attach it. I think it's also important to note that there have been many many more conversations that i dont have screenshots of where i have had with my hosts over the past 2.5 years where I'm distraught, angry, and clearly having a mental health crisis. In all of these instances I am told that my luck will change, or to make smaller bets, or try and different game, or to change my strategy, etc.. , but never directed to actual help. It took me about a year of playing before I actually figured out on my own that what I was experiencing was gambling addiction. Being professionals in this industry, bc support and especially my hosts should have known exactly what was going on with me but never cared to inform me. They wanted me to keep making all those consistent deposits, which I regretably did.
• Yes, I will attach what I can find. It's very time consuming considering the shear volume of chats I had with support during my times of mental health crisis but I will do my best.
• No, I was not aware a self exclusion feature existed that i could do on my own and it never occurred to me to send an email. I was always told to go to live support or my host with any issues. I wish I would have found out about you all sooner so I would have had this valuable information. I hope by not having done these things already that I won't be able to continue with my case. I know this process is a longshot anyways to think that bc.game would ever help someone like me, but do you think I have a chance at recovering any of my losses?

Please forgive my language as these were some very emotional times for me.

I found some more information on the site, regarding the rules of self exclusion. In section 2 of the rules, it states that self exclusion must be made through live support. I tried to do this several times and do not understand why they ignored me other than the fact that I am a consistent big depositor. If you know why please share with me.

Here is some more communication between me and support where again, I share with them how I have lost everything due to gambling and ask to be excluded. As the rules state, I did this via live support, yet they still wanted me to jump through hoops completing 4 other steps and waiting 24 hours. If anyone knows anything about addicts they should know that what they were wanting was for the addiction to kick back in before I could complete their whole process. Why they couldn't immediately cancel my account i can only assume is because they would rather have me keep depositing and making them profits rather than actually helping someone in desperation. It's sickening.

Thank you very much, zcrypton05, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello zcrypton05,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Michal,

Thank you for taking up my case. I wanted to add an additional piece of information in case it may be relevant.

I successfully completed bc.game KYC verification, including submittal of my actual Drivers License, nearly 2.5 years ago and have never had any verification issue.

Also, I would like to provide an update as of 01/06/2025.

After more than 2.5 years of suffering, it appears bc.game has finally closed/banned my account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I've noticed BC.Game responds promptly to other complaints, yet my case, where I've openly shared my struggles with gambling addiction and it's emotional toll, hasn't even been acknowledged. This has made sharing my story an extremely difficult and vulnerable experience. It's disheartening to see other cases addressed while mine is ignored. I respectfully request the same level of attention and fairness shown to other players, and urge BC.Game to prioritize my case and work toward a resolution. Thank you.

Does anyone have an update? Why am i being treated this way by the casino? I see where they have responded to other complaints recently...

Dear zcrypton05,

I am trying to reach the casino internally, outside of this thread, that's why I'm setting another timer. I will be keeping you informed. Your patience is greatly appreciated.

Thank you, Michal.

Have they replied to you at all?

Is their any update?

I recently noticed that another self-exclusion complaint submitted 23 days after mine has already been resolved by BC.Game, while my case remains unanswered. I deeply appreciate the efforts of Casino Guru in mediating these disputes, but it’s demoralizing to see such delays in my case despite the severity and vulnerability I’ve expressed. Could someone kindly provide an update or insight into why my case remains unacknowledged? I respectfully request equal attention and prioritization for a resolution. Thank you.

Michal,

I hope this message finds you well. I wanted to follow up to check if BC.Game has responded to my case.

If no response is received by the end of the current timer, I would kindly request that this case be marked as unresolved. Additionally, I would appreciate it if you could provide me with the contact information for the jurisdictional licensing authority under which BC.Game operates, so I can escalate the matter further.

Thank you for your continued assistance.

Hello,

Regarding this case, I have messaged Michal with more information.

Best Regards

Panda - BC.GAME

Dear zcrypton05,

I have been able to review additional evidence provided to me that shows discrepancies between the chat conversations from the casino and the chat conversations you have provided us with. Conveniently, only the messages mentioning gambling problems or self-exclusion were absent from the messages provided by the casino. Can you comment on this? Were the screenshots you have provided us with altered in any way?

Michal,

It has been nearly 40 days since this case was opened, and I am deeply frustrated by the lack of progress. Despite my efforts to communicate and provide all necessary information, I still feel ignored, and BC.Game has yet to issue a legitimate response addressing their accountability.

I respectfully request that this case be escalated for special review within Casino Guru. My goal has always been to seek fairness and resolution, but the prolonged delays and lack of acknowledgment have made this process increasingly difficult.

Can you confirm whether BC.Game intends to take any responsibility for their actions? This clarity is essential in helping my legal team determine the next steps, if any. I truly appreciate your time and assistance and hope to see this case move forward meaningfully.

Dear zcrypton005,

May I draw your attention to my last reply? Can you comment on the issues mentioned?

Michal,

Thank you for bringing this to my attention. I want to state unequivocally that the screenshots I provided were not altered in any way. They accurately reflect my conversations over multiple years with BC.Game’s support team, including my struggles with gambling addiction and my repeated requests for self-exclusion.

If the evidence provided by the casino omits or alters these key messages, it raises significant concerns about the integrity of their submission. I respectfully urge Casino Guru to review all the evidence as a whole, fairly and thoroughly, as any discrepancies claimed by bc.game appear to be highly questionable.

I remain fully committed to transparency throughout this process and want to re-emphasize that all screenshots were taken directly from my BC.Game account and submitted to Casino Guru without modification. My sole intention is to seek a fair and just resolution to this matter.

Thank you again for your continued assistance.

Dear zcrypton005,

I am sorry to inform you that I will not be able to help you further in this matter. After reviewing the evidence provided, we have identified discrepancies between your messages and those from the casino, indicating that the screenshots provided by you were altered. These modifications are clearly visible. Additionally, the casino had a functioning self-exclusion tool available at the time of your communication with live chat. If the live chat team had been informed of your concerns, they would have directed you to this tool. Given these factors, we are unable to grant your appeal.

Due to the aforementioned reasons, this complaint will now be rejected. 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.