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They are stealing money from customers! On July 15 I ask for my permanently self-exclusion , on July 16 I was able to login in my account and I made a deposit because I was allowed, the deposit was successful and my balance reflected my deposit, when I tried to play I got message that I am self-excluded and I cannot play, then I ask for withdrawal of my deposit but system is telling me that I cannot withdraw because I need to rollover 1x time my deposit which is impossible if I cannot play because of the self-exclusion! I ask for support and they told me that they will keep my money (stealing) , I said that this is not normal and under any laws this is stealing! If bc.game did not want people who are self-excluded to deposit then they will close the deposit option and not allow them to deposit same like they did with withdrawal. This is fraud and theft, to allow people who are self-excluded to continue to access their account and deposit , but not allow them to have their funds back!

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, could you please clarify the following:

• Did you request self-exclusion via email or directly through your casino account?
• If you sent a self-exclusion request by email, kindly forward it to me at veronika.f@casino.guru, along with the casino’s responses.
• If you activated self-exclusion via your profile, could you specify the exact timeframe you selected?
• Am I correct in understanding that you have not placed any bets or made any spins with the deposited funds?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi, Veronika ,thank you for helping me with my case, on date 15 July evening ( I don't know exact time) I have asked permanent self-exclusion from bc.game from their website under "Responsible Gambling > Self-exclusion" , the next day on 16 July around 4 pm my time I was able to login into my bc.game ID: 80134157 , knowing that usually when you are permant self-excluded you cannot login, I proceeded and made a deposit of 45.94 USDC and the entire amount was credited to my bc.game account ID: 801***** ( I attach print screen with deposit and balance in my account) , then when I tried to play it says that I am self-excluded and they did not let me play, after I said ok, let's withdraw my balance since I cannot use it, when I tried to withdraw my balance their system says that I need to rollover deposit 1x ( one time) , but I cannot do that since my I am not allowed to play because of the permanent self-exclusion. This is what I call a theft and a fraud, because they allow you to deposit even if you are self-excluded, but then you cannot play or withdraw...All I want is my balance that sit in my account delivered to my usdc address and then my account to be closed for ever with them as I have no intention to ever use their casino. Iattached here all print screens, with deposit confirmation from them, deposit credited to my balance, their request to rollover 1x my deposit and the page that doesn't allow me to withdraw my balance because of the rollover, but you cannot rollover if you are not allowed to play.

bc.game tells me to wait for the self-excluded period to end which is 2099, this is mad. See the print screen I made. This is a fraud.

bc.game is delusional, live support is telling me that I cannot withdraw my own money, deposit because I did not met the rollover and that my account is permanently self-excluded and my funds locked. This is theft and fraud.

I have checked the Self-exclusion section at BC.Game Casino, and this is what I found:

Self-Exclusion

Are you seeking a break from BCGAME.SK? 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.

Did you receive an email after the initial 24 hours from your self-exclusion request, asking you to confirm your self-exclusion?

Did you log into your account after the initial 24 hours had passed, but before confirming the permanent self-exclusion?

Did you confirm the permanent self-exclusion in your account after making your deposit?

Did you place any bets with this deposit?

Did you receive an email after the initial 24 hours from your self-exclusion request, asking you to confirm your self-exclusion?

I receive that email but I have delete it,without pressing any link on that email.

Did you log into your account after the initial 24 hours had passed, but before confirming the permanent self-exclusion?

Yes, I have login into my account after the initial 24 hours had passed and I even play from some time and on 15 July because I was angry I did go to their page where you can self-exclude and I permanently self-excluded myself.

Did you confirm the permanent self-exclusion in your account after making your deposit?

Did you place any bets with this deposit?

Yes I did confirm the permanent self-exclusion on my account, but after that they allowed me to login in my account and deposit, but they did not allow me to play at all. When I deposited I did that because they allowed me to login and deposit and seeing that I thought that I am not permanent self-excluded yet!

Normally once that a player permanently self-excluded himself, then he should not be allowed to login into account or deposit, but they continue to allow you to login and deposit and then they do not let you to withdraw or play and they keep your money, this is fraud!

They are telling me "your account is currently under a self-exclusion period. According to our policy, deposits made during this period cannot be withdrawn until the self-exclusion period has ended." but I am permantly self-excluded. This is fraud! take a look to this:

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear insiderinfo6070,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BC.Game Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BC.Game Casino,

Could you please provide a comprehensive explanation regarding this case, specifically addressing why the player was permitted to deposit funds after submitting a self-exclusion request and after the self-exclusion was clearly applied to his account?

In light of the fact that the rollover requirements can no longer be fulfilled, kindly advise on the appropriate steps the player should take to recover the most recent deposit.

Your detailed response is crucial to ensure that this matter is resolved in a fair, responsible, and transparent manner, in line with responsible gambling practices and regulatory obligations.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

Hello,

As we can check, the user hasn't applied for permanent self-exclusion; they have done a single-day self-exclusion on 15th July, which was completed. Sent the proof regarding this to Kubo. If the user wants to self-exclude permanently, they can select the permanent option, or they can let us know here, and we will apply for them.

Best Regards

BC.GAME

My account is permanently excluded, I cannot play at casino or any game, and I cannot withdraw. I attached print screen with my account were is clearly noted I am permanently self-excluded exclude and I cannot withdraw my money.

Dear BC.Game Casino,

Thank you for your clarification.

However, based on the recent screenshots provided by the player, it appears that he is currently unable to play with his balance due to a self-exclusion restriction set until the year 2099. At the same time, he cannot withdraw his funds because the deposit wagering requirement has not yet been fulfilled.

Could you kindly review this situation and explain why such restrictions are still being applied, given that the self-exclusion was only activated for a single day back in July? In addition, could you please suggest a possible way for the player to withdraw his remaining balance under these circumstances?

I greatly appreciate your cooperation and prompt attention to this matter.

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.

Dear insiderinfo6070,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Comments from the Casino:

Dear insiderinfo6070:

We understand that your current situation must be frustrating, especially after you applied for a self-ban. We implement responsible gaming measures to protect our players and take this very seriously.

After reviewing your case, we are willing to process a refund of your remaining available balance. To complete this process, please log in to your account and submit a withdrawal request within 7 days.

Please note that account access may be temporarily restored, but only for processing withdrawals. After the withdrawal is completed, your self-ban will remain in effect in accordance with our responsible gaming policy.

Thank you for your patience and cooperation. We will do our best to resolve this matter in a fair and just manner.

Sincerely,

BC.Game Team

Hello,

Thank you to the casino for getting back to us and for reopening the discussion in an effort to resolve this case.

Dear insiderinfo6070,

Please follow the casino’s instructions and log in to your account to submit the withdrawal request within the 7-day period so the refund of your remaining balance can be processed. If you encounter any issues while doing so, please let us know here in the thread.

I would also like to inform both parties that I have temporarily taken over this complaint, as my colleague Kubo is currently on sick leave.

Thank you both for your cooperation.

Dear insiderinfo6070,

We have already informed you to withdraw your funds within seven days, and it appears you have not yet done so.

Out of courtesy, we will extend the period by three days; otherwise, your account will be closed again and you will be unable to access it.

Dear insiderinfo6070,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru