BC.Game Casino - Zahtev igrača za zatvaranje naloga se ignoriše.

My name is Adnan, and I am writing this complaint with a heavy heart and great personal difficulty. I am reaching out because I believe I have been treated negligently and unfairly by BC.Game, despite my clear and urgent request for help with my gambling addiction. This has not only caused me serious financial damage, but it has also worsened my mental well-being.

On 1 August 2025, I sent an email to BC.Game support (see attachment) in which I clearly stated that I am suffering from a gambling addiction and that I needed to be self-excluded immediately. I also opened a live chat with their support team on the same day, again explaining that I have gambling issues and that I wanted my account closed permanently.

Unfortunately, I received no reply to either the email or the chat. No confirmation of my self-exclusion request, no responsible gambling measures, and no closure of my account. Instead, my request was completely ignored.

As someone who struggles with gambling addiction, I trusted that BC.Game — a licensed online casino that claims to follow responsible gaming standards — would take my plea seriously. It is widely understood and internationally recognized that when a customer reaches out and discloses a gambling problem, an operator has a duty of care to act immediately by restricting or closing the account to prevent further harm. Ignoring such a request is a severe violation of responsible gambling principles and of player protection standards.

Because the casino failed to act, I unfortunately continued to gamble under the false assumption that my account was or would soon be closed. In the days following 1 August, I deposited and lost a total of 1005 XRP (cryptocurrency). This is money that I cannot afford to lose. These deposits never should have been possible, because the operator was already informed of my addiction and my explicit request to be excluded.

This situation has caused me enormous distress. I am already in a vulnerable position due to my gambling addiction, and by failing to act on my request, BC.Game effectively enabled me to harm myself financially and emotionally. I am extremely disappointed that instead of receiving support and protection, I was left ignored and exposed.

I am now requesting two things:

1. Immediate account closure – I insist that my BC.Game account be permanently closed without the possibility of reopening, in line with my original request of 1 August.

2. A full refund of all net losses incurred since my first exclusion request on 1 August 2025 – this amounts to 1005 XRP, which I deposited after my responsible gambling plea was ignored.

This is not only a fair resolution but also an essential corrective action. Had BC.Game fulfilled its duty of care, these losses would not have occurred. I am not asking for profits or compensation beyond what is reasonable; I am simply requesting a refund of the losses that resulted directly from the casino’s failure to honor my exclusion request.

Responsible gambling is not just a slogan; it is a legal and ethical obligation. Ignoring self-exclusion requests undermines player protection and exposes vulnerable people like me to serious harm. Online gambling operators have a clear responsibility to act quickly and decisively when someone reaches out for help. In my case, BC.Game failed in this duty.

I ask Casino Guru to review this case carefully and intervene on my behalf. I believe this is a clear violation of the standards that reputable casinos are expected to uphold. I trust that Casino Guru, as an independent and respected mediator, will recognize the seriousness of this situation and the breach of responsible gambling obligations.

To summarize:

On 1 August 2025, I emailed BC.Game and opened a chat to request self-exclusion due to gambling addiction.

I received no reply and my account remained open.

After this date, I deposited and lost 1005 XRP.

I now request immediate closure of my account and a full refund of these losses.

I am not writing this complaint lightly. Admitting my addiction is painful, and I am deeply ashamed of my gambling behavior. But it is even more painful to realize that when I finally reached out for help, the casino ignored me and allowed me to spiral further into losses. This complaint is not just about money — it is about accountability, fairness, and the right of vulnerable players to be protected.

Please treat this matter with the urgency and seriousness it deserves. I have attached the email I sent on 1 August as proof of my request.

Thank you for your time and for considering my case. I sincerely hope Casino Guru can assist me in achieving a fair resolution and prevent others from experiencing the same neglect that I have suffered.

Respectfully,

Adnan

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Is the email from August 1st the only one you sent? If there are other attempts you made, please share them with me at my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you taken steps to proceed with the self-exclusion process found directly in your player's profile? Have you activated any other responsible gambling tools for your account in the past?
• Have you contacted the casino regarding a refund request due to failed player protection? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

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.

Hi there,

The account is still accessible. I didnt know about this option, so I sent the support email. I tried live chat yet no one replied so I sent the email.

I had hoped that their official support email would reply. I resent this email another time, but afterwards no longer as I wanted to stop thinking about gambling, yet in my weakness i didnt.

No, I have not contacted this casino on the matter, as they don't even reply to my email here so I thought, I know your site, and I believe you may be able to help me with this.

I have now blocked the account with the option which you mentioned so i don't access it anymore.

I would really appreaciate your help here, as the money I lost i could absolutely not afford to and it's barely survivable for me, so getting it back in some form would be a lifeline.

Have a great day,

Thanks for the reply.

Kindly try to use the self-exclusion in the account feature if you haven't done so already.

I would also recommend that you send another self-exclusion request, but this time, include me in the copy of your email, based on the following template:

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BC.Game Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (include me in the copy at [email protected]) and keep me informed about any further developments.

If you haven't requested a refund due to failed player protection, I would recommend you request it from support as well.

Looking forward to your reply.

Hi Tomas,

Thanks a lot for the email.

I have been able to self exclude finally using the online tool.

I still believe the way they handled it and not replying to such an important request puts them responsible for the losses and I should receive a refund.

I've sent an email with you in cc and I'd appreciate if you could check this / bring this up with your contact there to have this resolved.

I appreciate all you do.

Kindest

Thanks for the update.

I understand admitting that you are suffering from gambling problems is not a given and requires courage on your part. The online casino should adhere to responsible gambling and advise you in this situation.

However, please keep in mind that any requests can be overlooked, and therefore, you need to exert sufficient effort to be heard. Also, from our point of view, the responsible gambling tool of self-exclusion was already available to you to use.

Based on these circumstances, we are unable to confront the casino regarding a refund.

Please let me know if there are any circumstances I might not have considered; otherwise, the complaint will be closed.

Hi Tomas,

I believe that your complacency with this is not correct at all.

Furthermore, even after I used the self exclusion tool, they kept emailing me with promotions.

I urge you to reconsider your decision

Thanks for your reply. I am sorry you feel that way.

Were you able to unsubscribe from the marketing communications of the casino by choosing this option in the footer of the email?

After your self-exclusion was finalized. When have you been receiving these emails? When was the last email you received? Were you contacted via other channels as well?

Please let me know.

Hi Tomas,

Thanks for the message.

Here is one email I received on Sept 2nd, two days after I excluded on their website as per your request.

I had unsubscribed already before that, however unfortunately have no screenshot of the unsubscribed message, I did so again.

Also, what I find totally unprofessional and irresponsible is this casinos absolute lack of communication, I've sent two emails, one with you in CC, to which I got 0 replies.

This is absolutely ridiculous and is not something I believe a fair and responsible gambling operator should endulge as behavior.

I'd strongly ask for this case to be reconsidered.

Thanks,

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 adnansalif,

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 of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

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.

Dear adnansalif,

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 [email protected].

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

Best regards,

Kubo