BC.Game Casino - Pelaajan tili on suljettu ja varoja pyydetään.

Dear discord003df,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BC.Game Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please forward your self-exclusion requests from your first account in which you informed the casino about your gambling addiction, along with the confirmation that it was excluded, to my email at natalia.b@casino.guru?  
• When exactly did you create two new accounts?
• Please confirm if your 2nd and 3rd accounts are open at the moment?  Have you requested to block them as well?
• Have you already requested a refund of your lost funds?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Sorry, I don’t have any proofs other than when I try to log in, it says the account is locked out. They never sent me transcripts to my email for the ticket—they never do it. I’ll upload a picture below of it.

The two accounts were created on July 25, 2024, and July 29, 2024. I created these two by mistake, let’s say, back then when I was searching for my main account on which I gambled, and I just randomly logged in using the Gmail method. The accounts didn’t have any activity until a few days ago. All of the logins are the same as my main locked-out account now—same PC, same devices, no VPN, never.

And no, I haven’t requested anything because I know they will reject it anyway, so it would be a waste of time. They don’t even reply to tickets—it takes a few hours, and after they reply, you have 30 seconds to reply back or they close the ticket.

Dear discord003df, I fully understand your concerns. However, we cannot consider this situation to be a failed self-exclusion case if you don't have any proof that you actually requested a self-exclusion from the casino due to your gambling addiction or ever informed them about your gambling problems. This evidence is crucial for us to be able to proceed.

The screenshot confirming you cannot log in, unfortunately, doesn't serve as sufficient evidence since accounts may be blocked for many different reasons, including breach of the terms.

Additionally, it seems that you created two other accounts before you claimed to request a closure of your main account, and these actions can be seen as creating multiple accounts, which is a fraudulent practice.

Hello,

Can you please confirm which account we are talking about in particular, because email addresses have different accounts and UIDs have different accounts, and both show as working to us. Or you can let us know which login method you are trying?

Best Regards

BC.GAME

Dear discord003df, can you please confirm if you have already requested self-exclusion for your two other accounts that are still active?

No i have not requested because if i do they will full close them and i will not be able to look at transactions or anyting similar after the case is solved they can ban them too i dont care

Dear discord003df, thank you for your responses. After carefully reviewing all the available information, we must unfortunately close your complaint as rejected.

You have stated that you requested a self-exclusion due to gambling addiction, but we were not provided with any concrete evidence (such as an email confirmation, chat transcript, or any other verifiable documentation) that would confirm your request was submitted and received by the casino. Additionally, based on your own statements, it appears that the other accounts you used were created even before the supposed self-exclusion and had not been verified, making it unlikely that the casino could have recognized them as linked to you.

Without a confirmed and traceable request for self-exclusion due to gambling addiction prior to the losses, we are unable to consider this case as a failed application of responsible gambling tools, and we cannot ask the casino to issue a refund.

We kindly remind you that when applying for self-exclusion, please state the reason for deactivating your account clearly and specify the desired time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia