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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:

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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