BC.Game Casino - Pelaajien valitukset ovat edelleen käsittelemättä.

I am a resident of a prohibited country whose identity was verified through KYC.I was allowed to gamble for years on a platform where my country is listed as a prohibited jurisdiction. No responsible gambling measures were ever applied despite clear signs of problematic play.When I formally reported my health condition, no action was taken.My formal complaint has been completely ignored.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino. We are unfortunately unable to support you regarding a refund request for funds that were spent on gambling, based on the justification that the casino doesn't operate under a specific license.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account verified at any point?
• Have you informed the casino about your gambling issues before making deposits and playing?
• After you informed the casino of your gambling issues, was your player's account closed?
• Could you please share with me the communication you received from the casino regarding your requests? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Tomas,

Thank you. I have sent all detailed answers and supporting documentation to your email (tomas@casino.guru) in private.

Here is a brief summary:

Was my account verified? YES

Did I inform the casino about my gambling problems before depositing? NO, but I formally notified them on 16 March 2026 after years of playing. No action was taken.

After reporting my problems, was my account closed? NO

Communications with the casino: All shared privately via email.

I look forward to your kind intervention.

Kind regards

Thanks for your patience.

I went over the information you provided via email.

Please note, we believe online casinos are obligated to provide a self-exclusion mechanism for players suffering from gambling addiction.

We can only ask the casino for refunds of your deposits in situations where you disclosed your gambling issues to the casino and the casino failed to protect you. Please note that online casinos without a license in your home country won't participate in self-exclusion schemes connected to those licenses. If you wish to be protected in offshore online casinos, you need to disclose your gambling issues when requesting self-exclusion.

We don't consider the fact that the casino doesn't hold a particular license a valid reason for the return of all deposits, and we won't pursue a refund if this is the sole reason for a refund.

Since you confirmed you used the self-exclusion option, there is little for us to accomplish.

Please let me know if there is any information I might have overlooked or not taken into consideration.

Dear Tomas

Thank you for your response. I believe there are important aspects of my case that may not have been fully considered, and I'd like to address them.

However, given the sensitive nature of the information involved, I prefer to continue this discussion exclusively via private email.

I just sent you a detailed reply to your email address tomas@casino.guru along with all supporting documentation.

Could you kindly confirm that your email address is correct and that you have received the message I sent you on April 9, 2026 at 1:45:35 PM CEST?

I ask you to continue using the private email channel.

Thank you

Caro Tomas

Grazie per la tua risposta. Credo che ci siano elementi importanti del mio caso che potrebbero non essere stati pienamente considerati, e vorrei affrontarli.

Tuttavia, data la natura sensibile delle informazioni coinvolte, preferisco proseguire questa discussione esclusivamente via email privata.

Ti ho appena inviato una risposta dettagliata al tuo indirizzo email tomas@casino.guru insieme a tutta la documentazione di supporto.

Potresti gentilmente confermare la correttezza della tua email e la ricezione del messaggio che ti ho inviato in data 9 aprile 2026 alle ore 13:45:35 CEST

Ti chiedo di proseguire con il canale email privato.

Grazie

Hello YepBit,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok, I'll wait.

I ask you to continue privately by email.

Thank you

Ok attendo.

Vi chiedo di proseguire in via privata per email.

Grazie

Thanks for your patience.

I went over the communication you provided.

If you've received unwanted marketing communication, I recommend you unsubscribe by using this relevant option in the body of the email if you haven't done so already. Please let me know if this is a valid solution to your issue.

• Could you please explain when exactly you chose the option to self-exclude from the casino?
• Was there any activity on your account (deposit, payouts, gameplay) between the time you informed the casino of your gambling issues and your self-exclusion request being processed?

Looking forward to your reply.