BC.Game Casino - Pelaajan omaehtoinen poissulkeminen epäonnistui, mikä johti kotiutuksen estymiseen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you activate permanent self-exclusion yourself, directly in your account?
• When was the last time you successfully logged into your casino account?
• Were you able to log in to your account even after you requested to be self-excluded? Were you able to play as well?
• Were you able to play with your 5 SOL deposit?
• When was the last time you successfully accessed your account?

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

• Yes I activated the self exclusion myself and it was indefinite. Meaning I’ll never be able to log back in.
• For around 2 month after my self exclusion u was able to log into my account and see my balance but not play or do anything. Now I cant even Log in
• I want able to play with my money, and therefore not meet the required played amount to withdraw
• The last time I successfully logged into my account was around 1 month ago

Dear Granganador_23, 

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy", we are forced to close your complaint as "unresolved".

This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of BC.Game Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members.

Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of BC.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino sent us the following message:

Dear Veronika,

Dear Granganador_23,

After a thorough internal review of this case (UID: 61379702), we would like to provide an update.

Although the account was placed under restriction due to the previously activated self-exclusion, we have decided, as a gesture of goodwill and in order to resolve this matter fairly, to temporarily unlock the account for the sole purpose of enabling withdrawal of the deposited principal amount.

The user will be granted access to withdraw the available balance. Please note that this access will remain active for 7 days only from the moment the account is reactivated. After this period, the account will be permanently closed in accordance with the self-exclusion request.

We kindly ask the user to proceed with the withdrawal within the specified timeframe.

We hope this solution resolves the matter amicably. Should any technical assistance be required during the withdrawal process, our support team remains available to help.

Dear Granganador_23,

Have you already been able to access your account and withdraw your remaining balance? Please let me know about any updates. Thank you in advance.

Dear BC.Game Support Team,

Thank you for restoring access to my account.

However, I would like to raise a concern regarding the significant delay in resolving this issue. The process took more than eight months, during which time I was unable to access my funds.

At the time my account became inaccessible, the value of the Solana held in my account was approximately £668.17. By the time access was restored, the value had decreased to £312.63.

I understand that cryptocurrency markets are volatile and that price fluctuations are outside of your control. However, what is within your control is the efficiency of customer support and the time taken to resolve account access issues. An eight-month delay is excessive and has resulted in a substantial loss in value while my funds were effectively locked.

Given the circumstances, I would appreciate it if you could review this matter and consider an appropriate resolution or compensation for the loss caused by the prolonged delay.

I look forward to your response.

Kind regards,

Dear Granganador_23,

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 3 days; otherwise, your account will be closed again and you will be unable to access it.

Dear Granganador_23,

Thank you for your message and for explaining your concerns.

I understand your frustration regarding the time it took to restore access to your account. However, compensation for the change in value of your funds cannot be granted.

As you correctly pointed out, cryptocurrency values are inherently volatile and fluctuate independently of the casino’s actions. While we acknowledge that the resolution process took longer than expected, the change in value of your balance is a result of market conditions and not something that can be controlled or influenced by the casino.

• Have you submitted a withdrawal request as advised by the casino?

Dear Granganador_23,

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,
Veronika
Casino.Guru