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1. Repeated Attempts to Close Account

Within a period of approximately one week, I made five separate attempts to close my account due to concerns about my gambling behavior. On each occasion:

- My request triggered a mandatory 24-hour cooling-off period, and

- My account was not immediately closed or fully restricted during that time.

2. Continued Gambling During Cooling-Off Periods

In four out of the five instances, despite initiating account closure:

- I was still able to access my account;

- Continue depositing funds;

- Place bets during the cooling-off period;

- Resulting in significant losses within a short timeframe.

This indicates that the cooling-off mechanism did not function as an effective restriction on gambling activity during the intended protection window.

3. Failure of Responsible Gambling Safeguards

While I understand that cooling-off periods are designed as a delay mechanism, in practice the company’s system allowed continued gambling activity during multiple repeated restriction attempts within a short period. In addition, the company continued to send promotional and bonus emails during these temporary and eventual self-exclusions, contrary to Anjouan Gaming regulations. Only when I reached out to the company to complain was I eventually not allowed access to my account and effectively permanently self-excluded. Before reaching out, I was still able to access my accounts, bonuses, and received promotional emails. I was also not given an immediate option to set a longer self-exclusion period once the cooling-off period had ended, and instead received a "welcome back" email.

4. Harm Resulting From Failure

As a direct result of these repeated control failures:

- I was able to continue gambling during periods where I was actively attempting to stop access to my account, and:

- I incurred significant losses that would likely have been avoided had the acount been properly restricted during the cooling-off periods, and continued gambling was not encouraged once the cooling-off period had "expired".

5. Misapplication of the Self-Exclusion Liability Clause

The company’s Responsible Gambling terms state that:

- Users are responsible for their actions during self-exclusion, and;

- The operator is not liable for losses incurred during exclusion periods.

However, this clause presumes that a functioning and effective restriction system is in place once a cooling-off or exclusion request is triggered. That condition was not met in this case. Further, the company does not take responsible measures to ensure a player can make a further self-exclusion after the immediate and required cooling-off period. As well, the company did not take reasonable steps to ensure player safety given the amount of cooling-off periods and deposits/bets within such a short period of time. 

A liability disclaimer cannot reasonably apply where:

- The restriction tool does not prevent continued access or wagering, and;

- Repeated activation of the tool within a short period of time does not produce any meaningful limitation on account activity.

In such circumstances, the issue is not user circumvention, but system failure of the protective mechanism itself. 

6. Regulatory Expectations 

Under offshore licensing frameworks such as Anjouan, operators are generally required to maintain: 

- Functional responsible gambling tools;

- Effective self-exclusion and cooling-off enforcement, and;

- Adequate safeguards to prevent continued gambling during active restriction states.

While these frameworks are less prescriptive than UK or EU regulators, they still rely on the principle that responsible gambling tools must be operationally effective, not merely available in name. A system that allows continued gambling during repeated active cooling-off periods would fall short of that baseline expectation, particularly where the operator has explicitly marked such tools and protective safeguards. The same logic applies when multiple requests for a 24 hour cooling-off period in a short timeframe do not lead to a longer self-exclusion period, but rather the players are welcomed back by the company to continue gambling while in a vulnerable state. 

7. Requested Resolution

Given the circumstances, I am requesting:

1. A full review of the company’s Responsible Gambling tools;

2. A written explanation of why gambling activity was allowed and encouraged during requested self-exclusion periods;

3. A review of the company’s policy regarding promotional advertising during self-exclusion periods, and;

4. A full refund of net losses incurred from my account, totaling $3680 (CAD).

This complaint is submitted in good faith and is supported by account activity records and timestamps of closure requests and gambling activity. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear swolecanuck,

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

I have reviewed the general terms and conditions, and this is what I found:

Self-Exclusion

Are you seeking a break from BC.GAME? Initiate the automated self-exclusion process by establishing a limit, and you will be temporarily barred from accessing your account for the selected period. Please be aware that during this time, you will not have access to any products on the website, and any remaining balances will also be unavailable.

You will receive an email to confirm your request.

Step 1: Take a 24 Hours Cooldown

Take a 24 hours cooldown from betting from both casino and sports. You will still be able to access the platform and you can earn and claim rewards. During the 24 hours, you can change the type of cooldown but this will reset the 24 hour timer.

Step 2: Self-Exclusion

After your 24 hours cooldown ends, you have 24 hours to extend your self-exclusion period by 1 day, 1 week, 1 month, 6 months or permanently. If you self-exclude from the platform, you still able to log in to withdraw your asset. Self-exclusion is a STRICTLY IRREVERSIBLE process, NO ONE will be able to remove this for you..

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

could you please confirm whether you specifically requested a self-exclusion from BC.Game Casino?

• Has your account now been closed, or is it still active?
• Can you provide specific dates and times when you attempted to close your account?
• How did you submit your account closure requests (email, live chat, etc.)? Please provide screenshots. You can post it here or send it to jean.s@casino.guru.
• After the 24-hour cooldown, did you attempt to extend your self-exclusion? If so, please specify the period: 1 day, 1 week, 6 months or permanently?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Good day,

Please find my answers below.

1. After submitting my complaint directly to BC Game, my account was permanently restricted and closed. Before this, I was still able to log on and engage with my account and the website, despite requesting a permanent self-exclusion.

2. Specific dates:

a. 19 April 2026

b. 24 April 2026

c. 25 April 2026

d. 29 April 2026

Finally, my account was finally, actually self-excluded and restricted after I submitted to my complaint to BC Game on 8 May 2026. This was the only sort of acknowledgement that BC Game gave to my complaint. 

3. After each cooling-off period, I attempted to enable/request a permanent self-exclusion that was not successful until I submitted my detailed complaint on 8 May 2026. 

Good day,

Please find my answers below.

1. After submitting my complaint directly to BC Game, my account was permanently restricted and closed. Before this, I was still able to log on and engage with my account and the website, despite requesting a permanent self-exclusion.

2. Specific dates:

a. 19 April 2026 - 1531 hrs

b. 24 April 2026 - 0836 hrs

c. 25 April 2026 - 0010 hrs

d. 29 April 2026 - 1913 hrs

Finally, my account was finally, actually self-excluded and restricted after I submitted to my complaint to BC Game on 8 May 2026. This was the only sort of acknowledgement that BC Game gave to my complaint. 

3. After each cooling-off period, I attempted to enable/request a permanent self-exclusion that was not successful until I submitted my detailed complaint on 8 May 2026. 

Additionally, I was also and still am receiving marketing emails from BC Game, despite being permanently self-excluded.

Hello,

Just checking in to make sure this case is still being investigated.

Thanks!

Hello swolecanuck,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, swolecanuck.

Could you please forward all account closure requests, along with the casino's response to jean.s@casino.guru?

Could you also please list the dates and amounts of deposits after your initial closure requests?

I appreciate your assistance.

Hi Jean,

How should I forward all of the specific requests if they were done through the website's RG system? The only closure request I sent in writing was my complaint that I sent directly to the casino, to which my account was finally restricted and closed for "other reasons". I can forward you that if needed.

As well, given that I no longer have access to my account, how am I expected to find the deposit amounts sent after my self-exclusion requests? I have tried to reach out directly to the casino to ask for documents pertaining to this in the past but they have ignored my requests. Please advise on how you expect me to handle your requests.

As well, to answer your previous requests which I now realize I failed to answer:

• I made my self-exclusion requests through the casino's RG tool on the website.
• After each time I attempted to use the tool to set an indefinite self-exclusion but the system did not work until I sent a complaint to BC Game directly.

Dear swolecanuck

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear swolecanuck,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly. May I kindly check if you managed to deposit funds between the 30th of April and the 8th of May? If so, kindly share with me your deposit history (could be your bank statement) via email to munya.s@casino.guru.

At this point, I would like to invite a representative from BC.Game Casino to join this conversation and assist in addressing the complaint.

Dear BC.Game Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya

Thank you for the opportunity to respond. We take responsible gambling seriously and would like to address the player's points directly, supported by the records held on the account.

Current account status

We can first confirm the present position: the account is permanently self-excluded. The exclusion was applied on 8 May 2026, set to expire on 8 May 2126 (i.e. permanent), and the account currently holds a zero balance. No further play, deposits, or marketing is possible on this account.

Timeline of responsible gambling actions

The system records the following responsible gambling actions on the account:

19 April 2026, 18:31 — cooling-down period selected by the player

25 April 2026, 03:09 — self-exclusion selected, expiring 26 April 2026, 03:09 (24 hours)

29 April 2026, 22:13 — cooling-down period selected

1 May 2026, 05:03 — self-exclusion confirmed while the account held a balance, with a grace period to 8 May 2026

8 May 2026, 05:05 — permanent self-exclusion confirmed (to 8 May 2126)

We would respectfully note that these actions span roughly three weeks (19 April to 8 May) rather than the one-week period described in the complaint. We raise this only to ensure the record before you is accurate.

How cooling-off and self-exclusion operate

A cooling-off (cooling-down) period is, by design, a temporary fixed-duration break. While it is active the account is restricted, and when the chosen period expires the account reactivates automatically. This is the intended function of the tool and is standard across the industry; it is distinct from self-exclusion, which is a longer-term or permanent measure.

In each instance above, the restriction was applied for the exact duration the player selected. The player initially chose short durations — a cooling-down period and a 24-hour self-exclusion. Between an expired period and any subsequent request, the account was open again, exactly as the tool is designed to operate. To the best of our records, the player's wagering took place while no restriction was active, not during an active cooling-off or self-exclusion window. We are happy to provide the complete deposit and wagering logs with timestamps so that the timing can be verified against each exclusion window.

The progression of the player's own selections — from a cooling-down period, to a 24-hour exclusion, to a measure with a grace period, and finally to permanent self-exclusion — also demonstrates that longer and permanent options were available throughout and were ultimately applied successfully.

We understand the player attributes their losses to a failure of our responsible gambling tools. Based on the records, each restriction was applied for the duration selected, and the account is now permanently self-excluded with a zero balance. On that basis, and under the responsible gambling terms accepted at registration, we do not consider the losses to have resulted from a malfunction of the protective tools. That said, we remain willing to cooperate fully with your review and to submit all account, deposit, wagering, and communication logs so that you can independently assess the timing of every action.

We remain committed to the player's wellbeing and to the integrity of our responsible gambling program, and we thank you for mediating this matter.

Kind regards,

BC.GAME

BC.Game Casino

Thank you for taking time to review the matter and for your detailed response. Whilst I wait for the player to share a history of their deposits as I requested, I would appreciate you sharing the complete deposit and wagering logs with timestamps as you offered in your response. Feel free to share via email to munya.s@casino.guru

At the same time, may I get your clarification on what you mean by "a grace period to 8 May 2026" and probably your comment that after the player eventually requested for self-exclusion on 30 May 2026, the account was subsequently closed on 8 May 2026, a week later.

Your cooperation is highly valued.

BCGame has ignored fundamental claims made by the player in this case.

First, they have claimed that only 2 self-exclusion requests were made, being on 19 and 29 April 2026. However, the player has evidence of 4 different self-exclusions made on 19, 24, 25, and 29 April. While the initial self-exclusion happened well before the others, three still took place in a relatively short timeframe.

Second, while BCGame claims the function of the 24-hour cool-down period is to "protect players", they have no addressed the claim that this function fundamentally did not a) stop the player from gambling and b) no self-exclusion was actually applied until the player sent a complaint to the company. The 24-hour cooling-off period is a mandatory step that BCGame enforces, and thus their attempt to shift responsibility onto the player for selecting that option each time is unfounded.

Third, the player also has evidence that they were able to continue gambling after the self-exclusion that was allegedly applied on 29 April. This evidence throws BCGame’s entire claim into question, as their timeline and explanation do not line up with available evidence on the player’s side.

Additionally, the player is still unable to access their old BCGame account, as it is still permanently restricted from any and all access. The onus is now on BCGame to provide all logs to Casino Guru and the player.

The player would also like to thank BCGame for their response, but wonders why it took a mediator for them to finally respond.

Dear Munya,

Player's Responsible-Gambling / Self-Exclusion History

Apr 19, 2026, 18:31 – Apr 20, 2026, 18:31 — Cooling-off period (1 day). No bets placed during this period.

Apr 25, 2026, 03:09 – Apr 26, 2026, 03:09 — Self-exclusion (1 day). No bets placed during this period.

Apr 29, 2026, 22:13 – Apr 30, 2026, 22:13 — Cooling-off period (1 day). No bets placed during this period.

May 1, 2026, 05:03 – present — Permanent self-exclusion. No bets placed.

How our responsible-gambling system works

Step 1 – Cooling-off: a fixed 24-hour period during which the player cannot place bets or make deposits.

Step 2 – Self-exclusion: once the cooling-off period ends, the player must actively confirm the self-exclusion. If the player does not confirm, the account automatically returns to normal status after the cooling-off period expires.

After a user takes action, whether during the cooling-off period or a self-ban, there will be no corresponding betting or deposit records. We do not allow betting or deposits during either the cooling-off period or the self-ban period.

detail link: https://help.bc.support/en/articles/8764543-self-exclusion

BC.Game Casino

Thank you for your response and additional clarification. I would appreciate it if you could confirm my understanding regarding the following: Once the player activates the 24 Hour Cooldown, is it correct that the responsibility lies with them to confirm self-exclusion at the conclusion of the cooldown period? Additionally, could you please clarify whether the player will be able to deposit and play again once the account returns to normalcy due to a failure to confirm self-exclusion? Lastly, you mentioned that no bets were placed; could you also confirm if there were no deposits made? Thank you very much for your cooperation; it is greatly appreciated.

swolecanuck

Could you kindly comment on the information shared by the casino, particularly regarding the requirement to confirm self-exclusion after the 24 Hour Cooldown? I am interested to know what might have prevented you from confirming self-exclusion after the several cooldown periods you activated.

Above all, I am still looking forward to receiving evidence of your deposit history. Your assistance in this matter would be much appreciated.

Dear Munya,

1. After activating the 24-hour cooldown period, players need to manually confirm their withdrawal from the self-ban after the cooldown period ends. If they fail to do so, the account will be restored to normal, and they can deposit money and play games again.

2. During the player's account cooldown period and self-ban period, if there are no bets or deposits, this function is not supported during these periods.

Good day,

The player attests that BCGame does not encourage players to continue with a permanent self-exclusion after the mandatory 24-hour "cooling-off" period. Rather, BCGame sends emails encouraging players to continue playing after the "cooling-off" period has ended, and not one that encourages them to set a longer self-exclusion.

Again, the player also cannot provide deposit information as they do not have access to their BCGame account and BCGame has refused to provide such information.

Dear Munya,

Thank you for the opportunity to respond. We would like to address the two points raised by the player.

First, regarding the claim that we encourage players to resume play after the cooling-off period: this is not accurate. Once a cooling-off period ends, we do not send any promotional or persuasive messaging designed to induce the player to continue gambling. Our communications at that stage are limited to informing the player of their account status. The cooling-off feature is intentionally designed as a neutral, two-step process: after the mandatory 24-hour period, the account returns to its normal state only if the player takes no further action, and no inducement is involved in that automatic reversion.

Second, regarding the deposit information: we have re-examined the player's account records on multiple occasions. These records confirm that the player did not make any deposits, nor place any bets, during any of the active cooling-off or self-exclusion periods.

swolecanuck

Thank you for your cooperation.

After carefully reviewing the evidence provided by both parties, I am unable to uphold the complaint based on the information currently available.

Based on the current evidence, I cannot conclude that the casino failed to implement the responsible gambling measures available or that it breached its procedures. Therefore, I must consider the complaint unjustified. The casino has sufficiently clarified that, following the mandatory 24-hour cooling-off period, it is the player's responsibility to confirm self-exclusion by clicking the confirmation button. If this confirmation is not completed, the account automatically returns to normal status.

I understand this may not be the outcome you were hoping for, and I am sorry that I am unable to assist you further in this matter. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us – we are always here to help.

Regards,

Munya

Casino Guru