BC.Game Casino - Pelaajan tili pysyy avoinna itse tehdystä pelikieltopyynnöstä huolimatta.

I am submitting this complaint regarding BC.GAME.

On 06 September 2025 I explicitly requested account closure/self-exclusion due to gambling addiction. Despite this, my account remained open and the casino continued to accept deposits.

On 26 September 2025 I repeated my request, clearly stating that I had a serious gambling addiction and asking for my account to be closed and deposits refunded. Once again, the casino ignored this and allowed me to keep playing.

As a result, I lost not only new deposits but also previous winnings, because I was unable to stop playing impulsively while waiting for the casino to take action.

Support refused my refund requests and only suggested temporary "cooling-off" instead of proper self-exclusion.

I request a refund of deposits made after 06 September 2025. While I believe a full refund is justified, I am willing to settle for a partial refund (30–50%) as a fair solution.

Please assist me in resolving this matter, as BC.GAME failed to act responsibly and protect a vulnerable player.

I am already trying to resolve it, so believe in your help.

Bonus: Contradictory licence information:

Support staff alternately claimed BC.GAME was licensed by Curaçao and by Anjouan. Terms & Conditions still reference Curaçao, while the whitepaper cites Anjouan. This lack of clarity misleads consumers and obstructs dispute resolution.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BC.Game Casino. I have checked the self-exclusion policy of the casino and have found the following information:

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.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru.

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

1) Do I understand correctly that your account is still open?  - Yes

2) Please specify the first time you contacted the casino support to request self-exclusion.  - First time 06.09, second time 27.09

3) Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems? (Yes, I said it obviously both times, contacted via Live chat, in email they are not answering)

Would you be so kind as to forward me all self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru - I will send to your mail all chat transcriptions + deposits screenshots (you can pick needed period)

I request a refund of deposits made after 06 September 2025. While I believe a full refund is justified, I am willing to settle for a partial refund 50% as a fair solution.

Please assist me in resolving this matter, as BC.GAME failed to act responsibly and protect a vulnerable player.

Dear player, I have reviewed the chat transcripts you provided and can confirm that on 26 September you informed the casino of your gambling addiction. In response, the live chat agent shared a link with instructions on how to proceed with a self-exclusion request: https://help.bc.support/en/articles/8764543-self-exclusion.

According to those instructions, the first step is for the player to request a cooling-off period directly through their account. Could you please confirm whether you have set up this cooling-off period as recommended?

I first requested account closure on September 6th. Please review it carefully. However, because I couldn't control myself and asked the platform directly to close my account, they didn't follow responsive gaming guidelines, repeating the same patterns. I once set my account to cooldown off, but my addiction took over.

Dear player, you wrote the following on 6 September:

08:49 PM | [username hidden by casino.guru]: Отмените мне кулинг офф пожалуйста

08:50 PM | [username hidden by casino.guru]: Я ставку на спорт хочу сделать

This message cannot be considered an account closure request. I see no other communication on this date or previous communication, anyhow related to responsible gambling, or gambling problems, or general closure requests. Please check if you have forwarded everything.

Please specify if you followed the instructions given to you by the live chat agent on 26 September, when you informed the casino about your gambling addiction for the first time, based on the shared evidence.

I would like to clarify my position:

On 06 September 2025 I interacted with BC.GAME support regarding responsible gambling tools (cooling-off/self-exclusion). If the casino does not recognize this as a closure request, I kindly ask them to check their full internal logs for my account since registration to confirm how responsible gambling tools were used. Also, please request full transcript chats if they have, maybe something didn't record from the registration.

On 26 September 2025 I explicitly informed support about my gambling addiction and requested permanent account closure and refund of recent deposits. This was a clear and formal self-exclusion request.

Despite this, I was still able to deposit and gamble afterwards, which led me to lose not only deposits but also winnings that I would not have risked if my account had been closed as requested.

Therefore, I am requesting a refund of deposits made after this date. While I believe a full refund is justified, I am willing to settle the case through a partial refund (50%+) as a compromise, provided that my account is permanently closed.

Dear player,

Thank you very much for your detailed message. I understand your concerns, and I’d like to clarify our position.

First, regarding your statement about contacting support on 6 September 2025. I'm happy to check this carefully, but so far no supporting evidence has been provided to show that you requested cooling-off or self-exclusion at that time. If you still have any screenshots, transcripts, or confirmation emails from this interaction, please share them with me (at natalia.b@casino.guru) so I can verify. Without such proof, we cannot conclude that a valid request was made.

Second, concerning your 26 September 2025 message. After reviewing the communication, it appears that the live chat agent provided you with clear instructions on how to proceed. You were advised to set a 24-hour cooling-off period directly from your account and then extend it to a permanent self-exclusion if needed. Could you please confirm whether you followed these steps and, ideally, forward the confirmation email (if any) you received after initiating the cool-off period?

If you did not follow the casino’s instructions, we cannot hold the operator responsible for failing to implement protective measures. For us to continue, we need to see proof that you carried out the requested action or, alternatively, that the casino failed to act after receiving a properly submitted self-exclusion request.

Thank you very much in advance for your cooperation. Once I receive the requested information from you, we will be able to move forward with your case.

Regards,

Natalia

I would like to clarify:

On 26 September 2025 I explicitly informed the live chat agent about my gambling addiction and asked for my account to be closed and deposits refunded. This was not a casual request to close an account, but a direct reference to a serious gambling problem. At that point, the casino had a duty to act immediately under responsible gambling obligations, instead of instructing me to go through a 24-hour cooling-off tool on my own.

In my vulnerable state, it was unrealistic to expect that I could follow technical instructions and wait 24 hours. I needed immediate protection. The fact that the casino required me to complete additional steps myself, instead of closing the account once I declared addiction, demonstrates a failure in player protection.

Even if I did not manage to finalize the self-exclusion through the website tool, the operator still had full knowledge of my addiction (this is clearly written in my message) and should have acted on this basis.

I remain ready to cooperate fully, but I want to stress that my complaint is not only about the technical process of clicking a button — it is about the operator’s failure to protect a vulnerable player after being explicitly informed about a gambling addiction. And other technical limitations, unresponsible and unfair behavior.

I understand that my earlier request (before 26 September) is not visible in the logs I have. However, I kindly ask the mediator to request full account logs directly from the casino, so that all my interactions regarding responsible gambling and possible earlier attempts at closure can be verified.

In any case, on 26 September 2025 I clearly informed support about my gambling addiction and requested permanent closure. Even if earlier requests are not confirmed, this date alone should be treated as a formal self-exclusion request, and deposits made afterwards should not have been accepted.

Dear player, do you have any explanation as to why you were not able to comply with the provided instructions?

Please note, that based on the available evidence, the live chat agent did respond to your message on 26 September 2025 by providing you with clear instructions on how to proceed with a self-exclusion request. You were advised to first activate a 24-hour cooling-off period directly through your account and then extend it to a permanent self-exclusion.

If you did not follow these steps or confirm the exclusion as instructed, it is difficult to conclude that the casino failed to apply protective measures. The operator cannot impose a self-exclusion without the player completing the process as outlined, and we cannot pursue them for the lack of effort from your side.

When I informed BC.GAME support on 26 September 2025 that I suffer from a gambling addiction, this was a clear declaration of vulnerability. At that moment, the operator had a duty of care under responsible-gambling principles to immediately block my account and prevent further harm — not to rely on me to manually complete a technical procedure.

It is also important to note that I had previously used the cooling-off / responsible-gambling limits earlier in September, but unfortunately, even after activating those limits I could not control my behaviour. This clearly shows that I was already in a vulnerable state and that standard tools were not sufficient to protect me.

Expecting a person who has just disclosed a gambling addiction to follow a multi-step self-exclusion process on their own contradicts the very purpose of responsible gambling. It is unrealistic to expect a vulnerable player to self-manage restrictions while in a compulsive state.

Even if I did not manage to activate the 24-hour cooling-off tool again as instructed, the casino was fully aware of my addiction and should have implemented an immediate restriction or closure. By continuing to accept deposits after that message, the operator failed to apply basic protective measures.

Therefore, the issue here is not whether I clicked a specific button, but that the casino had explicit notice of a gambling problem and chose not to act proactively, despite knowing that I had already tried their responsible-gaming tools before and they had not helped.

I respectfully ask that this point be taken into account in evaluating my complaint.

Also, I would also like to mention that I have submitted a separate complaint to the Anjouan Offshore Financial Authority (AOFA) regarding this case.

However, if the issue can be resolved here through Casino Guru mediation — for example, by reaching an agreement on a refund — I will gladly withdraw my complaint with AOFA and mark this case as resolved.

Dear player, could you please confirm if your account is still open?

My account remains open, but at this stage my main priority is to receive compensation for the losses that should not have occurred after I had informed the casino about my gambling addiction and requested closure.

The issue of the account status is secondary — what matters most is that I explicitly asked for self-exclusion, yet the casino continued to accept my deposits, which directly caused further financial harm.

Thank you for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Guest,

I am so sorry to hear about your problem with the BC.Game Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BC.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear BC.Game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 everyone,

I would like to inform you that I managed to get in touch with a BC.Game Casino representative. We are finalizing their account setup, and they should join this complaint within the next few days.

Therefore, I’m adding the last three days to the timer.

Hello everyone,

I would like to inform you that despite multiple promises from the BC.Game Casino representative, they didn’t join the complaint, and therefore I must close it as unresolved.

Unfortunately, without cooperation from their side, there is little that can be achieved. 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.

Additionally, I adjusted the disputed amount from 25,000 USDT to 10,000 USDT. Upon closer inspection, the player clearly stated that he had a gambling problem for the first time in late September, so I only counted deposits made from the 25th of September.

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.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

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It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best regards,

Igor

Dear Guest,

The BC.Game Casino has requested to reopen this complaint with the following message.

Please be aware that the amount in question is significantly different from the disputed amount.

We kindly ask you to inform us whether you accept the casino's offer and how you would like to proceed with this complaint.

If you do not agree with the casino's offer, please let us know, and we will investigate this matter accordingly.

Dear Natalia and Guest:

Thank you for informing us of this matter.

After a thorough internal review, we hereby clarify the following:

This player meets the conditions for our internal principal refund mechanism. According to system records, the player has $658 remaining withdrawable principal, while their current wallet balance is $49. According to our principal refund policy, the amount a player can withdraw is the difference between their initial deposit and the total withdrawal amount at the time of the withdrawal request.

In the spirit of good faith and responsible gambling, we are willing to adopt the following solution:

We will temporarily unlock the player's account, only for withdrawing eligible funds. If the Guest is ready, please let us know here, and we will reopen the account for you.

The player has 7 days to complete the withdrawal process.

After the withdrawal is completed, we will permanently lock the account based on the player's previous self-ban request.

We kindly request that you reopen this complaint so that we can implement the above solution and provide corresponding proof.

We are committed to fully cooperating with CasinoGuru to resolve this matter in a transparent and fair manner.

Sincerely, BC.GAME

Thank you for your response and the proposed principal refund calculation.

However, I must clarify that the subject of this complaint is not my lifetime deposit-withdrawal difference.

On 26 September, I explicitly informed the operator about my gambling addiction and requested responsible gambling measures.

The core issue is that my account remained active after that date, and I continued depositing and losing funds despite my addiction disclosure.

Therefore, the relevant amount under dispute is the total net losses incurred AFTER 26 September, not the historical principal difference calculated over the entire lifetime of the account.

From my estimation, losses after that date exceed $3000.

Unfortunately, I am unable to independently verify the exact figures because:

– The platform only provides limited transaction history (60 days).

– Binance transaction records do not show the receiving merchant name.

I therefore request the operator to provide:

– A full breakdown of deposits, withdrawals, and net losses from that date onward of my addiction request (from 26.09.2025).

I remain open to resolving this matter fairly and amicably, but the proposed $658 does not address the responsible gambling failure that occurred after my addiction disclosure.

Dear BC.Game Casino,

Could you kindly provide us with the player's complete deposit and withdrawal history beginning from September 26, 2025?

Thank you in advance for your cooperation and assistance.

Dear Igor,

Thank you for your continued following. I will attach all of this user's deposit and withdrawal records after September 26, 2025, as well as all records of his communications with our customer service regarding his gambling addiction.

Thank you for providing the transaction records and chat history.

The attached documents clearly show that after my explicit disclosure of severe gambling addiction and suicidal thoughts at 05:01 on September 26, my account remained active and further substantial deposits were accepted.

This resulted in significant financial losses during a period in which I had clearly expressed vulnerability and requested help.

While I acknowledge your initial principal calculation, the proposed $658 does not reflect the losses incurred after my addiction disclosure nor the seriousness of the responsible gambling failure involved.

I am seeking a fair and reasonable resolution that meaningfully reflects the financial harm suffered during this period and allows this matter to be resolved amicably.

I remain open to a constructive settlement proposal.

Dear Guest,

In the screenshots provided by the casino representative, it is evident that the support team clearly outlined the necessary steps for you to initiate self-exclusion.

May I kindly ask if you followed those steps?

Thank you for your question.

While the support agent provided a link explaining how to self-exclude, I would like to clarify the context of that moment.

At 05:01, I explicitly disclosed severe gambling addiction and expressed suicidal thoughts. I clearly communicated that I was in emotional distress and unable to control my behavior.

In such a situation, simply providing a link and instructing the user to take further action themselves does not constitute adequate responsible gambling intervention.

I was asking for help and protection, not for instructions.

Given the seriousness of the disclosure, I believe the operator had a duty of care to temporarily restrict or suspend the account immediately, rather than leaving the responsibility entirely on a vulnerable user.

Unfortunately, the account remained fully active, and significant deposits were accepted afterwards.

This is why I believe the responsibility cannot be placed solely on me for not completing additional steps at that time.

Dear Guest,

Since the casino provided detailed instructions on how to self-exclude and you did not follow those steps, we do not consider your efforts to be sufficient.

According to our policy and point of view, if a casino provides clear instructions on how to request self-exclusion, players are required to follow them.

Additionally, the self-exclusion option was available in your account throughout this entire period and could have been activated immediately.

The casino also mentioned earlier that you still have a remaining balance in your account.

Please let us know whether you would like to proceed with the withdrawal.

Dear Casino Guru Team,

Thank you for your response and for continuing to review this case.

I would like to clarify a few important points regarding the self-exclusion instructions and the financial records that were recently provided by the casino.

First, when I contacted BC.GAME support on 26 September 2025, I explicitly informed them that I was suffering from a severe gambling addiction and that I was experiencing suicidal thoughts related to my gambling behaviour. At that moment, my intention was clearly to seek help and to prevent further gambling activity on the platform.

While the support agent provided a link to the self-exclusion page, no immediate protective action was taken on the operator's side. Considering the seriousness of the situation I described, I believe that referring a vulnerable player to a manual multi-step process is not an adequate responsible-gambling response. In my understanding, once a player explicitly declares a gambling addiction and emotional distress, the operator should take proactive steps to restrict the account and prevent further harm.

I would also like to add that earlier in September I had already used responsible-gambling tools such as cooling-off limits and temporary restrictions. Unfortunately, those measures were not sufficient to control my behaviour, which is precisely why I contacted support directly asking for stronger action.

Regarding the financial records that the casino provided, according to the screenshots there were several deposits made after my message on September 26:

• $1,999

• $1,999

• approximately $750

• $250

This results in total deposits of approximately $4,998 during that period. My withdrawals during the same timeframe were approximately $2,600.

Therefore, the net loss after the moment I clearly informed support about my gambling addiction is approximately $2,398.

I also noticed that the casino mentioned a remaining balance on my account. However, when I logged into my account there were no funds available, so I am unsure what amount they are referring to.

I want to emphasize that my request is specifically related to the losses that occurred after I explicitly informed support about my gambling addiction and asked for help. From my perspective, those deposits should not have been accepted once the operator was aware of my vulnerable situation.

I appreciate your continued review of this case and your assistance in resolving the matter fairly.

Kind regards,

[redacted by Casino Guru]

Dear Guest,

I completely understand your point of view, and I cannot imagine how difficult it might be to be in a situation like this.

While some casinos provide the option to request self-exclusion via live chat, others do not. In this case, the live chat support provided you with the correct and specific instructions on how to request self-exclusion in their casino. Therefore, we consider that the casino acted accordingly.

Dear BC.Game Casino,

In your reopening message, you mentioned that the player has some remaining balance in their account. However, the player cannot find these funds in the account.

Could you please elaborate and provide further information regarding these funds?

Thank you very much for your cooperation.

Dear Igor,

We can confirm that the balance in the user's logged-in account is exactly the amount they had in that account; we have not provided any additional compensation or deducted any funds.

In short, the balance in the user's logged-in account is the same as the balance in their account when they self-banned it.

The issue with the numbers may be due to an error in the information transmitted to my users. As you know, we have recently been processing all the backlogged cases on casinoguru, and there may be users with similar cases.

Martin,

BC.GAME

Dear Igor,

Thank you for the clarification.

I would like to confirm that I currently do not see any remaining balance in my BC.Game account. Since the time of my request related to my gambling addiction on September 26, my account balance has effectively been zero and I have not received any additional compensation or funds from the casino.

Therefore, I also believe there may have been a misunderstanding regarding the figures that were mentioned earlier.

As I mentioned previously, my concern relates specifically to the deposits that were made after I informed the support team about my gambling addiction and asked for help on September 26.

According to the transaction records provided, the deposits made after that moment were approximately:

$1,999

$1,999

approximately $750

$250

This totals roughly $4,998 in deposits. During the same period, I withdrew approximately $2,600.

Therefore, the net loss after the moment I informed support about my gambling addiction is approximately $2,398.

I appreciate your time and assistance in reviewing this case and I hope that a fair resolution can be reached.

Kind regards,

[redacted by Casino Guru]

Dear Guest,

I would like to bring to your attention an important detail in this case.

After you informed the casino about your gambling-related concerns, they provided you with clear and detailed instructions on how to initiate self-exclusion.

Unfortunately, it appears that those steps were not followed, which leads us to conclude that the efforts made were insufficient.

In accordance with our policy and perspective, it is essential for players to adhere to the instructions provided by the casino when requesting self-exclusion.

Furthermore, I would like to highlight that the self-exclusion option has been accessible in your account throughout this period and could have been activated immediately.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor