BC.Game Casino - Pelaajan itsesulkupyyntöä ei ole ratkaistu.

Dear BC Game Support Team,

I am writing to express my concern regarding my recent self-exclusion request. After initiating a self-exclusion, I received an email notifying me that my cool-down period was over and asked to either accept or deny the reinstatement.

When I clicked on the "Deny Request" link in the email, it led to an error stating that the link does not exist. Since the link has expired, I am unable to take action through it.

I have reached out to your support team multiple times, but I am receiving inconsistent responses without any resolution. I would appreciate immediate assistance in this matter to ensure that my self-exclusion remains in place as intended.

Could you please:

1. Confirm that my self-exclusion status is still active?

2. Provide an alternative way for me to deny the reinstatement?

I hope for your prompt response to address this issue.

Thank you for your understanding and support.

Kind regards,

Bc user

Hello neel29,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when exactly did you request for self-exclusion for the first time?
• Did you mention gambling issues or addiction in your request?
• Could you access the casino account since your initial request?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

I requested for self exclusion almost a week ago. I have access to my account,however I can't take any action as it appears link has expired and. I have already discussed the same with Live suport and they advice to share the details and email to bc suport to get this resolved. I have followed their instructions but nothing worked.

My game id is 6149255.

Hello?

Hello neel29,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hello,

Can you please provide the correct email address or UID as both mentioned in the complaint don't match with the account mentioned in your screenshots?

Best Regards

Panda - BC.GAME

Dear neel29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.