BC.Game Casino - A conta do jogador é permitida após autoexclusão.

I blocked my account after filing a complaint here in the forum.

This complaint was about my gambling addiction and I was banned as a result.

However, I was able to simply create a new account, fully verify my name, address and passport, and make deposits and play.

As a result, I lost another €978! I was blocked because I am addicted to gambling and after successful verification I was able to simply log in again with a new account and carry on playing?

Neither the stakes nor any player protection meets the standard!!

I demand a refund of my stake and a permanent ban, as otherwise I see the risk of depositing even more money.

Ich habe mein Account gesperrt nachdem ich hier im Forum eine Beschwerde eingereicht hatte.

In dieser Beschwerde ging es darum, dass ich spielsüchtig bin. Ich wurde daraufhin gesperrt.

Ich konnte jedoch einfach ein neuen Account machen, mich komplett verifizieren mit Name, Adresse und Reisepass und Einzahlungen vornehmen und spielen.

Dadurch habe ich erneut 978€ verloren! Ich wurde gesperrt, weil ich spielsüchtig bin und konnte mich nach erfolgreicher Verifizierung einfach wieder mit einem neuen Account anmelden und weiter spielen?

Weder die Einsätze noch irgendein Spielerschutz entspricht dem Standard!!

Ich fordere eine Erstattung meines Einsatzes und eine endgültige Sperre, da ich ansonsten die Gefahr sehe, noch mehr Geld einzuzahlen.

Hello MichaelDaywono,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

• Do you have any evidence of your self-exclusion request?
• Did you create your new account with the same details as the previous one?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Yes, everything is visible in my previous complaint. There you can see all the messages and the casino's response. I was blocked because of my gambling addiction.

I have everything the same except for the email address. I had to change the email address because you can't register two accounts with the same email address.

I had my passport, address, etc. verified. So all of my personal data was there.

I demand a refund of the 978€

Hallo,

Ja alles einsehbar in meiner vorherigen Beschwerde. Da sehen Sie alle Nachrichten und die Antwort des Casinos. Ich wurde aufgrund meiner Spielsucht gesperrt.

Ich habe alles bis auf die Mail gleich. Die Mailadresse musste ich ändern, da man keine zwei Accounts mit derselben Mail registrieren kann.

Ich habe meinen Reisepass, Anschrift etc. Verifizieren lassen. Zu meiner Person waren also alle Daten vorhanden.

Ich fordere eine Erstattung der 978€

Thank you MichaelDaywono for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much! I just want my money.

Vielen herzlichen Dank! Ich möchte nichts weiter als mein Geld haben.

Hello,

Is there any news about my case yet?

Hallo,

gibt es bereits Neuigkeiten zu meinem Fall?

Because of this i just lost another 5000€!! I want my Account closed forever and my Money back!

For the sake of completeness, I would like to add the conversation with the chat (employee).

Here I pointed out that I am playing from Germany and whether there are any problems.

I was also confirmed here again that I can play, even though it is actually not permitted from Germany.

Ich möchte noch vollständigkeitshalber die Unterhaltung mit dem Chat (Mitarbeiter) hinzufügen.

Hier habe ich darauf hingewiesen, dass ich aus Deutschland spiele und ob es Probleme gibt.

Mir wurde hier auch nochmal bestätigt, dass ich spielen kann, obwohl es aus Deutschland eigentlich nicht gestattet ist.

Dear MichaelDaywono,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BC.Game Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BC.Game Casino,

Could you please provide detailed information regarding this case? Specifically, I’m curious as to why the player's account remains open, even though he completed both the basic and advanced verification, presumably using the same personal data from his previous account.

Thank you in advance for your response!

Best Regards,

Kubo

For the sake of completeness, I would like to add that I was fully verified in both the old and the new account. Otherwise I would not have been able to withdraw thousands of euros! Before the casino claimed otherwise.

I can provide a transaction list that shows the payouts again.

Furthermore, I also wrote to support before making further deposits and mentioned again that I am from Germany. I was still not blocked.

I don't want to waste a lot of time and ask the casino to refund my deposited DOGE back to my wallet as a gesture of goodwill for the mistake they made.

There was a total of 24998.964 DOGE . At the current value, it wouldn't even cost the casino the €5,000 I paid if they refunded it.

Ich möchte nochmal der Vollständigkeitshalber ergänzen, dass ich sowohl im alten, als auch im neuen Account vollständig verifiziert war. Ich hätte ansonsten auch nicht tausende Euros auszahlen können! Bevor hier von seitens des Casinos was anderes behauptet wurde.

Eine Transaktionsliste, die nochmal die Auszahlungen anzeigt, kann ich bereitstellen.

Des Weiteren habe ich auch vor der weiteren Einzahlungen mit dem Support geschrieben und hier auch nochmal gesagt, dass ich aus Deutschland komme. Ich wurde trotzdem nicht gesperrt.

Ich möchte nicht viel Zeit verschwenden und das Casino aus Kulanz des Fehlers, den Sie gemacht haben, bitten mir meine eingezahlten DOGE wieder auf meine Wallet zu erstatten.

Es waren insgesamt 24998,964 DOGE. Beim aktuellen Wert würde es das Casino nicht mal die 5.000€, die ich bezahlt habe, kosten, wenn Sie diese erstatten.

Dear MichaelDaywono,

I wanted to inform you that I have been contacted by the casino representative, who has provided undeniable evidence confirming that your previously closed account was never verified.

Therefore, your statement that you used the same credentials when registering your second account is not accurate. While you did complete verification for your second account, there was no existing data in the system to compare your credentials against. As a result, the casino had no way of identifying you as a returning player and restricting your account sooner.

Additionally, the casino’s registration process only requires an email address, which you acknowledged having changed. Players are allowed to deposit and play before completing verification, which is a standard practice at many online casinos. Given these circumstances, the casino was unable to prevent your losses in any way and cannot be held responsible for your actions.

Therefore, I must regretfully reject your complaint as unjustified.

As part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to approximately 87,000 gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

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
• Bet Blocker Website

Please note: Bet Blocker 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.

Based on your location, here’s a list of Problem Gambling Help Centers near you: Problem Gambling Help Centers in Germany. These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo